Remote support keeps AIsleCom customers connected

AIsleCom is a mobile carrier serving the Caribbean island of Grenada.  Learn how remote support has improved customer service levels while slashing support costs. 

Handling CDMA traffic and increasingly more advanced 4G LTE services, AIsleCom provides a vital lifeline to inhabitants and businesses across the island, particularly in its remotest areas.

To offer blanket coverage to customers, AIsleCom manages cell sites across the island,
often in very remote areas.  Maintaining these vital resources was proving to be problematic, as Dave George, president of AIsleCom explains.  “We had operations and maintenance tools to remotely monitor our cell sites, and by viewing them we could see that physically everything was okay.  However, when these sites stopped taking call traffic, the tools would show ‘green’ and we had no idea there was a problem.”

Remedying each cell required an onsite visit.  This meant downtime and a costly engineer call out.  “Often, the solution was just a reboot, but it was time-consuming and expensive for us to find this out.”

Solution
A visit to MobileCongress presented a clear solution.  “A chance conversation with Eric Wright alerted me to the potential solution to our cell site problem.  Eric told me about the WiseMo remote support technology, which he explained would enable us to ‘dial into’ the cell tower and perform a test as if we were an engineer on site”.

“USING WISEMO TO REMOTELY MONITOR AND TEST OUR CELL
SITES, WE’VE REDUCED THE NUMBER OF SUPPORT CALLS BECAUSE WE GENERALLY SPOT A PROBLEM BEFORE IT HAS TIME TO IMPACT THE SERVICE.”


Having installed a trial copy, Dave realised WiseMo was exactly what his team needed.  “The trial was smooth, we had no major issues from day one and the functionality was there.  We quickly ramped up WiseMo and we now have almost 20 licences in use covering our cell sites.”

The impact of using WiseMo has helped both costs and service levels.  “Using WiseMo to remotely monitor and test our cell sites, we’ve reduced the number of support calls because we generally spot a problem before it has time to impact the service.  This also means that service levels are much better because customers experience less downtime.”

When a customer contacts AIsleCom to say they cannot make calls, the process is now much smoother.  “We can quickly check the site with WiseMo, and if the site is working, we then know the problem is with the customer’s phone. Previously, we may have had sites down for the day and the cost of an engineer. Now we simply restart. WiseMo has saved us a lot of resources and improves our network uptime.”

Do you support technology dispersed across multiple locations?  Contact us for a demo of WiseMo to reduce costs and improve service levels.