As service providers increase penetration of IP services across their subscriber base, customer care is becoming an important element in retaining subscribers and ensuring an optimal level of service usage. All it takes is one unacceptable experience for a subscriber to reduce their service usage, or in a worse case scenario switch to a competitor, wiping out the significant time and resources invested in acquiring subscribers. Therefore, it is imperative for service providers to provide an optimal level of customer care throughout the lifetime of the subscriber relationship.

The Now Factory through its Mobile Moments Session Inspector and Troubleshooter applications empowers service providers with the necessary tools to provide an optimal level of customer care. Session Inspector drills deep down into the IP network and captures and stores detailed historical information on all data sessions. As support issues arise, customer care teams can access this historical information to quickly diagnose the source of the problem leading to speedier resolution times.

Troubleshooter captures detailed information related to subscribers' use of specific IP services, which less technically-proficient support teams can quickly access using an easy-to-use GUI. With Troubleshooter, support teams can quickly investigate and diagnose issues without the need to escalate them further up the support chain, helping optimise First Call Resolutions and promoting greater operational efficiencies.