SmarTone, a leading telecommunications company in Hong Kong, has improved customer experience and network performance by implementing Ativa™— Infovista's automated assurance solution— across its 3G, 4G, 5G, and IMS networks.
SmarTone, which is dedicated to providing consistent and exceptional experiences for its customers, sought an innovative assurance solution to optimize service and customer monitoring, improve troubleshooting capabilities, and increase overall customer satisfaction. Following a thorough selection process, SmarTone selected Infovista's passive probing solution, Ativa, for its comprehensive assurance capabilities and future-proof technology, as demonstrated by its cloud-native, virtualized, and open architecture.
SmarTone's mission is to provide incomparable service to their customers. To accomplish this, they needed a solution that not only allowed them to improve the quality of service and overall customer experience, but also drove their daily operations with a customer-centric mindset. Ativa provides the data intelligence they need to optimize and scale their business.
Enhanced Monitoring and Troubleshooting Capabilities
Infovista's Ativa solution has enhanced SmarTone's monitoring and troubleshooting capabilities, providing valuable insights into voice and data, as well as intelligence on OTT applications delivered via mobile and 5G FWA (Fixed Wireless Access) broadband. Its adaptability has made it easier to deliver customized solutions that meet SmarTone's specific needs, while its support for Open APIs has allowed for seamless integrations with third-party systems, ensuring a smooth export of data and analytics.
Infovista's solution has transformed SmarTone's troubleshooting, improving both service and customer experience. The implementation of Ativa has yielded tangible benefits for SmarTone. The solution has helped to reduce mean time to repair (MTTR), reduce trouble tickets, and significantly improve overall customer experience (CX), Net Promoter Score (NPS), and customer retention rates. Furthermore, it has improved team efficiency by reducing the time and effort spent on operational tasks.
