Docs > IOMETRICS® Telco Xperience
Docs > IOMETRICS® Telco Xperience
Fixed broadband networks require heavy investment and operate in an
extremely competitive market. Managing profitability and customer
loyalty is a constant challenge due to:
High churn despite fiber investment: Massive deployment investments
coexist with persistently high customer churn, often caused by poor
service experiences that remain undetected until it’s too late.
Traditional metrics falling short: Customer satisfaction surveys such as NPS are sporadic and subjective, while contracted speed doesn’t reflect the actual connection quality. Operators lack continuous, objective metrics to manage service quality.
Reactive and blind visibility: Action is only taken when a customer
complains. Anticipating network degradation or correlating complaints
with specific technical events is difficult.
Silent detractors: Many dissatisfied customers never call support; they
simply switch to competitors without warning.
Escalating costs: Operational expenses soar due to high call center volumes and unnecessary field technician visits, often triggered by inaccurate diagnostics.
Leaders should look beyond NPS for reliable measures of service quality and loyalty. NPS captures intent, not actual customer behavior.
Use Customer Service Experience Metrics That Are Better Than NPS
At its core lies the Access Quality Composite Index (ICCA), a unique,
continuous score that translates complex technical metrics (optical
power, FEC/BIP errors, latency, disconnections) into a simple, actionable
indicator of customer dissatisfaction risk.
ÍAccess Quality Composite Index (ICCA): A per-customer score (0–100) that consolidates critical technical indicators into a single, interpretable, and actionable value for operations, customer care, and support teams.
Interactive dashboards: Track the network’s average score, monitor its evolution over time, and classify customers by quality categories (good, fair, poor) to enable fast, data-driven decisions.
Georeferenced visualization: Spot
underperforming optical nodes or hotspots on an interactive map. Prioritize maintenance actions where they matter most, optimizing
resources, reducing OPEX, and maximizing quality improvements.
Early detection & predictive alerts: Our AI engine not only measures but predicts service degradation. Receive automated alerts based on dynamic ICCA thresholds before customers even notice the issue.
Root cause analysis with explainability: Beyond a score, we provide insights into why a customer’s quality is poor. The platform automatically identifies the metric causing the issue (e.g., excess FEC errors or low optical power) and suggests corrective actions.
Seamless API integration: Connect platform insights with NOC, CRM, or ITSM systems to automate workflows and enrich your 360° customer view.
1- Reduced churn
Proactively identify at-risk customers and act before they churn. Our predictive models deliver annual churn reductions of 4.7–7.0 percentage points.
2 – Radical OPEX reduction
Fewer support calls: By resolving issues proactively, technical complaint volumes decrease significantly. Incident resolution rates improve by 11%.
Fewer truck rolls: Accurate diagnostics and root cause correlation reduce unnecessary field visits by 20%.
3 – Operational efficiency
Automatic metric correlation and intelligent alerts allow teams to detect and resolve incidents in a fraction of the time. Minor incidents are reduced from 2 hours to just 10–20 minutes.
4 – Optimized investments
Use ICCA’s objective data to prioritize maintenance and infrastructure upgrades, maximizing quality impact at minimal cost.
5 – Sustained customer satisfaction
Delivering a stable, reliable, and proactively managed network boosts customer loyalty and increases NPS by +10 points.
Anticipate
dissatisfaction
before it occurs
Eliminate blind
technician dispatches
with precise root cause
identification
Retain customers by
turning network quality
into your most powerful
loyalty driver
Datadope is at the forefront of the market. Its approach is built on extracting value from infrastructure, applications, and enterprise data. Customers are increasingly viewing these products not just as monitoring solutions, but as data lakes for operational telemetry enriched with advanced analytics and AI for actionable insights.
Matt Crossley, analista de Gartner
