Enablence, a provider of last mile Fiber to the Home and copper-based network equipment, is adding a number of features to improve its customer experience with the addition of new customer service, training and support tools and programs.
Among these new features are a Customer Support Web Portal, two global training and certification programs in Singapore and Barcelona, a more structured Service Level Agreement (SLA) program and a buy-back program.
Providing 24/7 self-service access to key customer information, Enablence's Customer Support Web portal will allow customers to submit and track trouble tickets, view support content such as implementation and software guides, asset management and SLA/warranty information, and even a do-it-yourself (DIY) troubleshooting option. Of course, customers can interact with live customer support reps as well.
From a live training perspective, Enablence is now offering key partnerships in international training centers in both Singapore and Barcelona so global customers can learn about current and upcoming product lines.
With its "Buy Back" initiative, the new program will also address the portfolio of product sets it acquired from the former Pannaway, Teledata and Wave7 Optics. This means that Enablence can issue customers product credits ($10 per port) to replace existing MAGNM FX multi-service access platform (MSAP) line cards they purchased from the former Pannaway, for example.
For more:
- see the release
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Enablence acquires Pannaway Networks
Pannaway last year acquired TelStrat's access division