This function covers the repair of devices returned from the home via an engineer visit following a fault report. This function also covers the specification, deployment and maintenance of the consumer device in the customer’s home.
- Service Providers typically experience a large number of “No Fault Found” consumer device returns. Each return will usually imply at least one call to the call centre; at least one “truck roll”; and a STB swap, when the fault may not be device related at all.
- Service providers have significant costs associated with testing and refurbishing returned devices (clean and screen).
- Service providers have limited information on the performance of consumer device models in the live network: most information is based on device return statistics and laboratory testing.
Problems MiriMON® address:
- The high cost of “No Fault Found” device returns
- MiriMON provides the information needed to determine when a fault is not device related and therefore avoid an unnecessary “No Fault Found” consumer device return.
- The cost of device repair and refurbishment centres
- MiriMON provides information to improve the identification of what repair work is required for a “Fault Found” device, removing much of the need for lengthy fault identification testing.
- MiriMON can also provide a “white-box” view during acceptance testing of refurbished boxes prior to redeployment.
- Poor procurement policies due to lack of device performance information
- When assessing device specifications, vendors and components it is critical to consider the total cost of ownership (TCO) of the resulting device.
- MiriMON can provide statistical data regarding the reliability and fault instances related to particular device models, which helps to accurately calculate their TCO. This can be used to help with device selection and pricing of devices and services.
MiriMON provides:
- Information to avoid “No Fault Found” device returns
- Information to streamline repair centre operations
- Information to support intelligent device procurement policies