The company’s new provider of managed broadband services has helped improve customer service and response time.
Alpharetta, GA (October 27, 2011) — Recently Chaparral CableVision signed a multi-year agreement for managed broadband services and software with ZCorum, and is very happy to be up and running with the wholesale service provider. ZCorum now provisions the cable modems and provides 24 x 7 technical support for the broadband subscribers of the New Mexico-based cable operator. In addition, Chaparral staff has access to ZCorum’s award-winning cable modem
management and diagnostics application called TruVizion.
According to Greg Groth, Secretary and Treasurer of the Chaparral companies, they are no strangers to managed broadband service providers like ZCorum, having transitioned their customers several times in the past. “ZCorum is the fourth provider we’ve used over the last ten years. I must say that we’ve been very happy with the quality of their services and software”. Vivian Meza, who works in the Chaparral office, agreed, saying that customer service has dramatically improved under ZCorum. “Prior to ZCorum, I had a lot of customers bypassing the provider’s support line and calling our office directly because they weren’t getting help. Since the move to ZCorum, we no longer need to take those calls. They’re successfully handling the initial troubleshooting with the subscriber on our behalf so we can focus on network improvements.
Chaparral is also thrilled with TruVizion, ZCorum’s cloud-based solution for cable modem and CMTS diagnostics. “I love TruVizion. It’s a great time saver,” said Mike Taylor, Lead Technician at Chaparral. “I can see what’s happening in the plant without having to run around to a bunch of different amps or line extenders.” Taylor also said he likes the ability to quickly compare modem levels. “Just the other day I had a modem that was dropping for five seconds at a time. With one click I was able to compare that modem’s readings with others nearby and confirmed the issue was the modem, and not something elsewhere in the plant.”
According to Scott Helms, Vice President of Technology at ZCorum, the comparison feature plus historical data are just two things that set TruVizion apart from other diagnostic applications. “In TruVizion we store up to 90 days of historical data. Technicians can pull up past readings from any modem or channel at any time, which has tremendous value when you’re trying to isolate a subscriber or plant problem—especially if it’s intermittent.”
Julie Compann, ZCorum’s President and COO is also pleased the new relationship is working so well. “We’re always proud to partner with a company like Chaparral Cable, who takes customer service seriously, and is working hard to bring affordable and reliable broadband service to communities in New Mexico.
For more information about ZCorum’s services or their TruVizion software, contact them at 800-909-9441 or info@ZCorum.com. Helms and other ZCorum staff will be at their home turf in Atlanta demonstrating TruVizion at the SCTE Cable-Tec Expo November 15th – 17th in booth # 1801.