DeepProbe Diagnostics

Fix mobile broadband device problems quickly at source without tying up your support teams.

Mobile broadband is great when it works but the huge number of different computers that it’s used with presents a support nightmare.

Fixing issues with modems causes a number of drains on resources, raises contact centre costs and increases the cost associated with processing No Fault Found and return claims.

DeepProbe Diagnostics is a full self-serve solution that will identify and resolve issues, provide customer education and, in the event of a fault, process the return without you needing to get involved. It is an advanced diagnostic and support tool and is the most effective way to address any issues a customer may be having with their modem.

All of this can be performed through customer self-service either by distributing the software with the dongle, removable storage or with one small download.

USB Modems are devices with complex and varied issues. The average call time to resolve issues is 17 minutes with many reaching half an hour or more. DeepProbe Diagnostics can resolve up to 90% of issues on the device itself, negating the need for technical support calls and dramatically reduce the time required for the remainder.

If a contact centre interaction needs to take place, DeepProbe Diagnostics can collect all required information on the customer’s computer and make it immediately available to the technician for review. It will suggest options to resolve the issues drawing on the Knowledgebase it builds up from previous uses. The technician can record details of the fix which can be included in future diagnostic sessions, further reducing the time your teams spend fixing issues.

Key features and benefits

Key features:

Lightweight installation on the customer’s computer.
Gathers over 2,000 individual pieces of information and can carry out over 50 scripted actions including:
- Checking any installed modem and capturing IMEI, hardware and software version, signal strength, IMSI and memory card details
- Checking any installed modem and capturing IMEI, hardware and software version, signal strength, IMSI and memory card details
- Installing or uninstalling problem software
- Checking and resetting the APN
- Identifying USIM issues including blocked PINs and invalid USIMs
- Identifying the customer’s computer environment
- Connectivity, speed tests and coverage
- Sending/receiving a test SMS
- Addressing firewall and anti-virus issues
Scheduled updates
Technician’s console with full search
Immediate upload of scans
Multiple ways of getting the information to the technician if no connection is available
Integrated speed test
Fully customised UI

Benefits

Encourage customer self-service
Reduce No Fault Found returns
Reduce contact centre costs
Reduce AHT for MBB related calls
Improve customer perception of your brand and increase brand loyalty
Keep your customers happy
Resolve MBB calls first time
Build resolution knowledge to improve future service

Download our DeepProbe Diagnostics brochure

We understand that customers will only self-serve if you make it easier to do what they see as your job themselves. Encouraging self-service underpins much of what we do.

We go that step further with our solutions, for example, by showing how to remove a SIM and battery within our 3D Models and developing one of the most innovative mobile broadband diagnostic solutions on the market.

Whatever the tool we endeavour to make it as easy to maintain, modify and integrate into your existing systems as possible so that we can reduce maintenance and customisation costs.