Like electricity and water, when connectivity is lost, it causes major disruption – not least when it comes to business operations. This is especially true when you consider public Internet and private network connectivity is increasingly used to access cloud-based services such as payment processing, banking, telephony, email and video calling. Many companies simply cannot trade without reliable access to these functions.
Moreover, while access to the Internet may be faster, more cost-effective, and more readily available than ever, telecommunications service providers often have poor levels of reliability and customer service. And when things go wrong, limited support frameworks often make it difficult to diagnose the real cause.
The problems stem from a lack of visibility and guidance when a failure occurs, combined with the ever-increasing complexity of networks and multi-site operations. IT support providers, who are often the first point of contact in the event of an issue, are usually remote. And even if the provider installed the equipment at fault, they may not have the necessary, up-to-date knowledge of the current setup. Moreover, the personnel tasked with fielding and resolving the support call are especially unlikely to have knowledge of the customer’s IT environment, leading to delays, frustration, and loss of business income through downtime.
The Solution
FluidOne's innovative and unique platform, NMS, combines detailed site inventory data with state-of-the-art remote monitoring. Launched in 2010, it enables us to proactively call customers as soon as a problem develops, and have all the details to hand to be able to immediately assist remotely and perform remedial actions. From detailed photographs taken when the connectivity is first commissioned at site, to comprehensive service documentation and descriptions, our engineers instantly know the device make, model and serial number, and can see exactly where the device is, what it looks like and how it’s labelled as well as all necessary circuit reference details.
NMS has been developed over the past decade to exactly meet the needs of our customers. Built from the ground up, our in-house software development team worked closely with our customers to identify gaps in our service capabilities, gaps in the services of our competitors, and outline what the best possible solution would look like. The result was an incredibly robust, cost-effective and scalable system capable of watching all of our customer's services continuously. Since its launch, NMS has benefitted from regular upgrades in response to the changing network environments our customers rely on, ensuring that its offering remains unmatched.
Of course, there are lots of monitoring tools on the market. But these are all limited by comparison, lacking either the power of a tailored technical inventory, the advanced automatic triage functionality, alerting metrics, or a skilled UK-based engineering team. The combination of our platform with our experienced 24x7 engineering team is what makes NMS unique, powerful and extremely valuable for our customers. This is reflected in our world class NPS (Net Promoter Score) which consistently trends above 80%.
For businesses like yours
Today, NMS monitors over 20,000 items of equipment for hundreds of customers in over 65 countries around the world, 24 hours a day, 365 days a year. Our service is suitable for all businesses, from large enterprises to SMEs. It reduces disruption to what is increasingly the most critical part of their operations, improving productivity, reducing downtime, and increasing confidence in their connectivity.
As well as using the system to support our customers we also make full visibility available to them through a single-pane-of-glass web-portal, which provides a worldwide view of their sites, their network health, and the ability to drill-down and access highly detailed information and statistics. Finally, we added a reporting engine, allowing us and our customers to access detailed historical performance data.
NMS also reduces wasted engineering visits, because the increased visibility allows us to detect and prevent many problems before they become faults, and pinpoint faults when they do occur more accurately. This reduces engineer visits, which is in turn better for the environment and more cost effective for our customers.
To find out how NMS can improve your business connectivity, get in touch with the team at FluidOne today.