In its attempts to fast-track ADSL service delivery, Telkom will be launching Broadband Service Assurance Solution (BSAS) Phase 1 in January 2008 to enable wholesale customers (ISP\/VANS) to troubleshoot faults on their customer lines and isolate them. <\/p>\n
“The BSAS will provide users with remote automated self-help and self-diagnostic tools,” said Alphonzo Samuels, Group Executive for Wholesale Sales and Marketing Operations, adding: <\/p>\n
“ISPs will be able to provide first line maintenance and support capabilities on ADSL access services, thereby improving customer service.”<\/p>\n
In addition, Samuels said that Telkom’s ADSL growth has been impressive as ADSL subscribers grew by 76.2% to 335,112 from September 2006 to September 2007 and had increased by 31.1% since March 31, 2007 to September 30, 2007. <\/p>\n
Stated Samuels: “Through the BSAS solution, ISPs will be able to perform certain fulfillment and assurance functions through their own frontline customer centres. This bodes well for the Company’s targeted ADSL penetration of 15% – 20% of fixed access lines by 2011.”<\/p>\n
He reiterated that Broadband Service Assurance Solution will fast-track ADSL installations and faster fault repairs.<\/p>\n
Currently, he explained, wholesale ADSL faults reported by ISPs still enter Telkom’s broadband assurance value chain for diagnosis and fault location which is done via Telkom’s call centres. <\/p>\n
He added that phase 1 of the Broadband Service Assurance Solution will offer ISPs the capability to perform certain remote functions to:<\/p>\n
“The Company,” explained Samuels, “developed the solution so as to improve customer experience and satisfaction.”<\/p>\n
He further stressed that the solution will enable wholesale customers to perform primary support for their customers with secondary assistance from Telkom. <\/p>\n
Samuels concluded that the ISP\/VANS will come on board progressively as they become operationally ready.<\/p>\n