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Standard support procedures require that a common set of questions are asked of each subscriber no matter what the reported issue is.  Answers to such questions as what is your operating system, what type of modem or CPE device do you have connected, etc need to be established before a Customer Service Representative (CSR) can begin to troubleshoot the specifics of the reported problem. These questions require the subscriber to perform a manual discovery process that directly increases the amount of time the CSR needs to be on the phone with each subscriber.

When deployed with the Subscriber Self Repair Technician, the subscriber’s desktop configuration is posted directly from the subscriber desktop to the Self Repair Information Server.  This in turn eliminates each CSR from constantly having to ask each subscriber the same redundant questions, and in turn instantly reduces the call time.  The potential for verbal communication problems and the pain from the traditional, phone-based discovery process is removed and the subscriber and the CSR can literally be on the same page.