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.
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.
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.
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.
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.
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.
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.
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