Real-Time Connectivity Control for Smarter Customer Support

Project Description

To keep customers reliably connected, a real-time monitoring solution was built on the Iotellect platform. It lets providers track network health live and quickly detect any connectivity issues.

If a customer loses connection — whether due to a line failure, power outage, or router malfunction, the system immediately sends an alert, enabling a fast response and resolution.

For SNMP-enabled devices, the platform offers deeper insights, including interface-level network traffic analytics, ping round-trip time tracking, and detection of packet loss and connection quality issues.

These tools help service providers stay ahead of problems, reduce downtime, and deliver a smoother, more reliable experience for their customers.

Hardware and Environment

• The customer’s firewall or router is registered as a network host on the server. The Iotellect platform then continuously checks its status using Ping, SNMP, or both, to determine whether the Internet connection is active and functioning properly.

Benefits

• Improved Customer Service. Faster issue detection and resolution lead to better service reliability and satisfaction.
• Full Network Visibility. Real-time monitoring provides a clear and detailed view of all network connections.
• Remote Troubleshooting. Issues can be diagnosed and addressed online, reducing the need for on-site visits..

Testimonials

Using the Iotellect platform has significantly improved how we monitor and support our customers’ internet connections. We now receive instant alerts when a connection goes down, which allows us to react quickly — often before the customer even notices a problem. With SNMP integration, we gain detailed insights into traffic, latency, and packet loss, making remote diagnostics fast and effective. This has helped us reduce downtime, improve service quality, and strengthen our customer relationships.

Marko Salonen

Technical Manager, Visiotech