You and your team should look forward to phone calls with customers. These days, however, nobody in your company wants to pick up the phone in fear of connecting with customers who are calling to inform you about your network’s sub-par performance.
This problem of customers dialing in to report network inefficiencies has been happening again and again, and each time it’s frustrating because your customers often discover network inefficiencies like outages and slowdowns before your team of in-house experts discover them.
After all, your customers are the ones on the front lines of your network. They’re using it at all hours of the day and night, so they notice problems immediately.
What’s more, when customers call in to report problems, your team is often at a loss as to why the network is behaving poorly as your department lacks the appropriate tool for accurately assessing its condition. Most network troubleshooting tools on the market today only provide partial network visibility, and therefore do not facilitate root-cause troubleshooting. As a result, IT often thinks their networks are working properly, when in fact they are rife with hidden problems.
The only way to put a stop to this problem—and ensure your customers are satisfied with your service—is to discover problems before they do.
PathSolutions’ TotalView root-cause troubleshooting software is one solution that can provide your team with the necessary insight to pull this off. TotalView provides around-the-clock, real-time network monitoring. And by linking TotalView to a large, flat panel display, your team will be able to see a live map of your network indicating the live status of all links and devices in your infrastructure. It will also let you see the status of your regional network connections, so you can see when larger problems are occurring outside of the walls of your organization.
Using this solution, your business can be made aware of outages and slowdowns before your users can even get on the phone to notify them. Your team can then confidently answer phone calls, without having to worry about responding to unhappy customers. TotalView makes sure you and your team have a deeper and broader level of knowledge about your network than your users do.