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Fine Point’s Subscriber Self Repair Technician has been specifically developed to address the ongoing customer support needs of service providers. It reduces ongoing support costs by enabling subscribers to repair common desktop configuration issues and resolve common connectivity related support drivers without contacting support. Through the delivery of industry-leading software technologies, the Subscriber Self Repair Technician provides a comprehensive, scalable and cost-effective solution for automated subscriber service and support. |
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A fully branded, subscriber initiated, desktop support application that reduces the number of desktop configuration and connectivity issues service providers receive calls on.
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By enabling subscribers to understand and repair their many of the common support problems without additional assistance, call volumes to service providers support centers can be drastically reduced.
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The solution is customized to qualify the subscriber’s computer to ensure it passes the required metrics for service.
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When issues surface, the subscriber simply initiates the solution, via a branded desktop icon, to automate the repair of email clients, network connections, browsers, and many other common desktop issues subscribers constantly experience.
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When customized the Subscriber Self Repair Technician will conduct a set of logical & detailed connection tests to identify and eliminate the most common support call, “Cannot Connect!”
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If issues arise during the diagnostics stage, that cannot be resolved automatically and require manual intervention, the Subscriber Self Repair Technician will display custom Guided Resolutions to accurately direct the subscriber on how they can resolve the issue.
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When combined with the Self Repair Information Server, the Subscriber Self Repair Technician can drastically reduce the time it takes a Customer Service Representative to resolve support issues that occur where subscribers cannot resolve the problem by themselves.
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Subscriber Self Repair Technician Access allows for a CSR to remotely access the desktop of the subscriber and resolve the issue for the subscriber or walk them through the resolution instructing the subscriber on how to make the necessary changes themselves.
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Subscriber Self Repair Update provides service providers with a simple and easy way to manage updating the client when new releases come out, branding changes need to be made, or configurations need to be updated. The back end of this solution can be hosted on any existing web server, and does not require additional hardware or costs. The back end server can also be installed on the Self Repair Information Server.
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Build on Direct Plug-In Technology
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The simple fact is, if subscribers do not use the automated support solution, support costs cannot be reduced. Studies show that support agent software that runs in the background and always monitors the subscriber’s PC not only diminishes system performance, but is also more likely to be uninstalled by the subscriber.
Click here for examples of real world subscriber complaints and dissatisfaction with "always on" software support agents.
The Subscriber Self Repair Technician is designed to maximize subscriber adoption. The Self Repair Technician is subscriber-initiated and therefore it runs only when needed. This ensures that the subscriber’s computer resources are not misallocated and used incorrectly. Fine Point’s approach has shown proven results with regard to a higher level of subscriber adoption since subscribers less likely to uninstall the Subscriber Self Repair Technician.
The Subscriber Self Repair Technician is built upon Fine Point’s powerful Direct Plug-in™ Technology, which enables the essential flexibility to integrate with any third-party diagnostic technology or CPE device. The Direct Plug-in Technology also allows custom plug-ins to be developed to monitor specific aspects of the subscriber’s machine, should that be a requirement for a given solution. |
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