Online.nl is a Dutch Internet service provider that offers a wide range of Internet, television and VoIP services to more than 500,000 users. Previously operating under the names Euronet and Wanadoo, the company has become a considerable player in the Netherlands in the past 20 years. Online.nl is a brand of the European Satellite TV Provider M7 Group SA that serves more than 3 million customers in Europe.
m2suite for Online.nl (Launch: 2016)
m2suite for Online.nl (Launch: 2016)
With the Service Tool based on m2suite, Online.nl offers contemporary 24/7 customer care that helps Internet customers with the most important Internet topics, e.g. automated Internet and Wi-Fi connection management and optimisation, device integration and pro-active automated error repair, initial Internet setup and automated firmware updates.
The features of the Online.nl Service Tool
Wi-Fi and home network management are two of the most important topics in contemporary Internet use. Nowadays, there is usually a number of cabled and wireless Internet devices (computer, laptops, mobile phones, Smart TVs, etc.) in a household, which call for fast and easy integration to the home Internet connection. At the same time many wireless devices using the same Wi-Fi channel for data transfer may lead to a slow and instable connection.
The Online.nl Service Tool provides several useful and automated tools to support customers with these challenges.Real-time diagnosis and automated error repair
The Online.nl Service Tool supports daily Internet use by providing information on router management, Wi-Fi optimising and customer account management. Furthermore, the software offers quick and targeted help by the Real-time Intelligent Self-repair feature, real-time diagnosis and automated error repair.
As soon as an error is detected in the system, the Online.nl Service Tool automatically informs the user, showing a message and suggesting repair possibilities. For many common problems, an automated one-click repair process is at hand. For errors beyond the reach of the software, e.g. correct cabling of modems, etc., further hints and instructions are provided.Initial Internet setup
The initial Internet setup offers various functions that help with an easy start with a newly purchased Internet product on a separate desktop. They include automated setup for Internet and Wi-Fi, as well as security and browser settings. Furthermore, guided step-by-step flows and illustrated instructions for the setup and cabling of devices like modems, computers, laptops, game consoles TV, etc. additionally help users to easily setup their complete home network on their own.Automated firmware update feature & ACS compatibility
The automated firmware update feature of the Online.nl Service Tool is a valuable help for Internet customers to regularly upgrade their modem to a new firmware and ensure maximum security. Also it provides all necessary support to easily do so: As soon as an update is available the customer is proactively informed by the Online.nl Service Tool and once confirmed by the user the update starts automatically. Additionally, there are guided step-by-step flows that help the customer carry out the update manually if needed or wanted.
The ISP benefits from this feature as it can reach more customer modems with an updated firmware and directly access the devices via ACS (Auto Configuration Server). This way, the ISP can on the one hand automatically manage (e.g. set DSL or VoIP data) and on the other hand activate new services for the customer on the modem.Connecting ISP digital customer services
The Online.nl Service Tool also provides direct links to further relevant information for the customers, e.g. to the help section and customer area on the Online.nl web portal as well as to contact info for further support. This way, it connects perfectly to already existing support services of the ISP.