FlashFix
Slash Technician Dispatch Costs & Boost Customer Satisfaction with Remote-First Resolution
Solve half of Internet failure calls in 5 Minutes !
Industry data confirms that a significant percentage of customer-reported 'internet failures' are not actual network outages or hardware failures. They are simple, user-rectifiable issues like:
- Loose or unplugged cables.
- Incorrectly powered-on modems/routers.
- Minor Wi-Fi configuration glitches.
- User device connectivity problems.
Yet, without a way to see the problem, your call center has no choice but to schedule a costly technician dispatch. This results in:
- High Operational Costs: Fuel, vehicle maintenance, and valuable technician time wasted on non-issues.
- Long Resolution Times: Customers waiting hours or days for a fix that takes 5 minutes.
- Frustrated Customers: A poor experience that erodes brand loyalty.
The Solution: "FlashFix" for Telco Remote Resolution
We have the tool to break this cycle. “FlashFix” is an award-winning, secure remote visual inspection platform. We propose repurposing it as your "First-Line Resolution Tool" within your customer call center.
The moment a customer calls with a connectivity issue, your agent can initiate a secure, remote video session directly from their browser—no app download required for the customer.
How It Works: Solve 50% of Calls in 5 Minutes
- Agent Initiates Session: The call center agent sends a secure link via SMS to the customer's mobile phone.
- Customer Joins Instantly: The customer clicks the link, granting temporary camera access. No app installs, no complicated logins.
-
Agent Sees & Guides: The agent now has a live video feed from the customer's home. They can:
"Can you please show me the back of the router? Ah, I see the blue internet cable is loose. Please push it in firmly."
"Let's check the power lights. I can see the device is off. Please power it on."
Use on-screen annotations (circles, arrows) to guide the customer's eyes.
Capture GPS-tagged, time-stamped photos for the service record, proving the issue was resolved.
- Issue Resolved: The simple problem is fixed in real-time. The session is closed, and the customer is happy. The costly truck roll is avoided.
Why “FlashFix” is the Perfect Fit for Telco Partners
- Zero Friction for Customers: Works on any smartphone with a browser (Chrome, Safari). No app downloads, no storage used on their device.
- Unmatched Security & Audit Trail: As highlighted in your documentation, sessions are secure, consent-based, and provide a full audit trail—crucial for compliance.
- Works Anywhere: Includes an offline module for areas with poor connectivity, but leverages the customer's existing 3G/4G/5G connection.
- Seamless Integration: Can run as a standalone tool or be integrated into your existing CRM and workflow systems.
- GPS Verification: Confirms the technician/customer is at the correct service address.
The Tangible Business Impact
| # | Metric | Improvement |
|---|---|---|
| 1 |
Reduction in Unnecessary Dispatches
|
Up to 40-50% for initial connectivity calls |
| 2 |
Average Handling Time (AHT)
|
Decrease for simple issues
|
| 3 |
First-Call Resolution (FCR)
|
Significant Increase
|
| 4 |
Customer Satisfaction (CSAT)
|
Major Boost from instant resolution
|
| 5 |
Operational Cost (OPEX)
|
Drastic Reduction in truck rolls
|
| 6 |
Technician Efficiency
|
Increased, allowing them to focus on real, complex faults
|
Next Steps: A Live Demonstration
The best way to see the value is to experience it. We would be delighted to schedule a brief, 15-minute live demo where we simulate a real-world customer call and show you how “FlashFix” can resolve it remotely.