Polaris Cable has been providing an array of entertainment and communication options to its customers to help them stay connected, but when it came to helping subscribers troubleshot issues and problems on the cable plant, it was greatly handicapped by the inadequacy of support and tools from its Internet service provider.
This made it look for a provider that could offer a high level of customer support and advanced diagnostics. It chose ZCorum's fully managed services to provision Polaris’ data and VoIP devices, provide 24x7 technical support for its broadband subscribers, and engineering and technical assistance for Polaris technical staff.
ZCorum, a provider of broadband services and diagnostics, thus made its TruVizion diagnostic tool available to Polaris Cable. The company claims that this tool is unlike other diagnostic tools in the sense that it made troubleshooting an absolute breeze.
“I’m looking forward to working with ZCorum, and am already happy with the level of customer service they've been providing to our customers and my staff. I also know that my techs are excited about the TruVizion diagnostics tool,” noted Cathy Donovan, general manager at Polaris.
TruVizion can reportedly be used by anyone, as it doesn't require the user to be tech-savvy. Its search tools are rather comprehensive and its interface simple and organized. Users can either use the quick search or the full search feature to get customer information easily.
In addition, the modem diagnostic screen helps identify and resolve problems for individual customers and also see issues that could be impacting many subscribers. This means that problems can be tackled even before they become a subscriber issue.
“I’m so glad to be able to welcome Polaris Cable as one of our Affiliates,” said Julie Compann, president and chief operating officer at ZCorum, and added, “I’m thrilled that we’ve already been able to help Cathy and her staff, and look forward to a long relationship.”
Recently, ZCorum announced that it has begun providing services for FirstMile Technologies. ZCorum began provisioning FirstMile's cable modems in June, along with providing diagnostics for the Indiana-based cable company. In August, ZCorum took over 24x7 technical support for FirstMile's Internet subscribers, as well as after-hours support for cable TV customers.
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Edited by Brooke Neuman