Ask any service provider or retailer, and they’ll tell you the #1 thing their customers expect is end-to-end service. Not just immediately after purchasing a product, but throughout its entire lifetime! The same goes for today’s Wi-Fi installations. If something goes wrong with the network, the user is more than likely to call the same sparky who installed it – you. And given the importance of uninterrupted connectivity to everyday work, such issues tend to come with heightened pressure to solve them fast.

There’s a better way. Network monitoring apps can help sparkies diagnose issues remotely, making client support that much simpler and more efficient than having to show up in person for every issue. Even better – some of these apps allow clients to diagnose and fix network issues themselves, without requiring any technical knowledge. Combine the two and you’ll find yourself much less stressed with “have you turned it off and on again”-style requests.

Here’s why remote monitoring tools should be part of sparkies’ everyday carry:

Self-service, without the stigma

Most remote monitoring tools work off an app for your mobile phone or web browser, meaning you can check on the network anytime, anywhere. The remote monitoring app for Aruba Instant On access points automatically gives you and your client an overview of their network’s health, along with information about individual device performance and recommended solutions to any issues.

That comes in handy when a customer’s experiencing an urgent issue and needs a fix now. In the best-case scenario, the app helps the customers help themselves: giving them simple troubleshooting processes and indicators that can guide even the least tech-savvy client to a solution. Make sure you show your clients how to use the app during your installation visit and encourage them to try it before calling you if they face any issues. You might also reassure them that you can guide them using the app if they’re unable to self-solve – giving them even more confidence to try for themselves first.

It cuts down on site visits.

Site visits aren’t always going to be possible, especially when customers are located far away and call for urgent help. Every maintenance call that you make in person means less time for new installations or other paid work – and it can throw your day’s planning into disarray.

Remote monitoring systems help you to provide solid technical support and guide your clients to troubleshoot issues without needing to drive down in person. If the customer can already check their network health and troubleshoot through the app (which they can for Instant On), they’ll try to do so first – eliminating a lot of common issues and the need to wait around for you to arrive. After all, most clients won’t want to wait around for your help – if they can fix the issue themselves, much faster, all the better.

And when you do have to make a site visit, you’ll find it’s faster and more productive with the app – by the time you show up, you’ll already have a decent understanding of where the problem may reside.

It gives you (and your clients) more visibility and control.

Remote monitoring apps act like a switchboard for the network, giving you access and control over most aspects of access and performance. Clients also get much more control over the network: setting up security, creating guest networks, or adding parental controls (like limiting time on social media for certain users) can all be done through the app without any technical know-how. That gives you two options: give clients responsibility for these tasks or offer them as a paid extra which you can perform. Less maintenance burden or higher customer margins – either way, you’re winning.

Less conversation, more satisfaction

Network management apps give your clients the power to solve their own problems, and help you look after trickier issues with less disruption to your routine. That’ll help you find the right balance between self-service and more hands-on help for your clients: combining the two can save you lots of time and effort, while also providing a level of remote service that customers are likelier to recommend to others. With Wi-Fi installations becoming a staple for many sparkies today, anything that can help you offer customer support at scale is definitely going to pay off down the line.

Get more tips for Wi-Fi installations at Instant On Club Blog.


The Author

Mark Simpson

Mark Simpson is a Product Manager with the Dicker Data Networks Team. An integral part of the team, Mark provides top-notch customer service, sales, product and technical management to customers and vendors alike. Being an excellent communicator, Mark often helps customers navigate the myriad of technology and innovations from vendors, enabling them to make the right choice for their business.