Aussie Broadband’s Self-Service Customer Portal and App Provide Convenience While Easing Burden on Support Staff

Posted by Amanda Del Signore on Mon, Oct 24, 2022 @ 05:00 AM
Amanda Del Signore

Stevie-winner Aussie Broadband is a rapidly growing, Australian internet service provider with a reputation for providing high-quality internet and transparent customer service. In 2020, Aussie Broadband launched Carbon, a free self-service portal that allows customers to control all of their Aussie Broadband services from one central location.

Carbon is designed to take the delays and confusion out of ordering new services, with many products and services able to be ordered directly in the platform and with transparent pricing displayed.

Rather than wait for months to order and receive new business services, Carbon users can access free quotes, place their own orders, and control everything from hardware dispatch to service activation, all from a central portal. Carbon enables businesses to turn on a service at any location where NBN (Australia’s National Broadband Network) has been before; activation is extremely fast thanks to Aussie's clever, efficient integration with NBN's systems. 

Aussie Broadband LogoCustomers using Carbon can now:

  • Purchase and customize their products and services online, including internet services, data center connections, MPLS networks, SD-WAN networks, hosted PBX and more. 
  • Manage and test their services at scale, allowing them to create simple internet services, while managing billing, technical support and ordering. 
  • Apply configurations to their services within seconds, as well as take advantage of single-click tests and diagnostics, real-time monitoring of bandwidth and data use, and centralized notifications, billing and support. 
  • See immediately if there are any known outages affecting their service.

In addition to simplifying and shortening the ordering process, Carbon also provides users with a bevy of features for managing existing services, as well as handling billing and troubleshooting issues without the need to call customer support. Users can apply their preferred custom configurations to business telco services, which is especially useful for enterprise customers looking to build and manage their own networks and cloud platforms.

Aussie Broadband engineered Carbon to tackle some of the biggest pain points experienced by business and enterprise customers, and the company believes they are the first telco in Australia to offer account features and self-service at this level.

Carbon is not the only tool that Aussie Broadband offers to customers to enhance the customer experience. The MyAussie App offers a range of innovative features for customers that had never been seen before from a major player in the Australian telco industry. Among many other features, MyAussie offers customers the ability to “kick” their internet connection all the way back to the network, which would have required assistance from a technical support staff previously.

Another tool developed by Aussie Broadband is The Proactive Fault Detector, an in-house designed and developed software that automatically detects faults and proactively resolves them before a customer contacts Aussie's support team. They found that more than 50% of dropout and speed faults were identifiable before the customer contacted support. One of the main benefits is that it significantly reduces both the duration and volume of calls, giving their support staff more time to focus on better customer experience. If a fault is detected with a customer’s connection, the system begins running troubleshooting tests and attempts to restore services immediately. The automated fault identification system is currently identifying and triaging over 200 faults per day. 

Since winning their Stevie Award, Aussie Broadband has completed the acquisition of Brisbane Telecommunications and IT solutions provider Over the Wire (ASX:OTW) for $344 million dollars. In addition, they have signed a 3-year deal with Mitsubishi Motors Australia to provide Enterprise NBN and on-net services to its corporate and regional locations across the country.

Aussie Broadband won the Gold Stevie Award for the Innovative Use of Technology in Customer Service - Telecommunications Industries in the 2022 Asia-Pacific Stevie Awards.

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Topics: Asia-Pacific Business Awards, Asia-Pacific Market, Asia-Pacific Stevie Awards, AsiaPacificStevieAwards