The internet is present in 74.9 million households in Brazil. This figure represents approximately 93.6% of Brazilian homes connected nationwide, showing that home web access is widespread and nearly universal, despite regional and social differences in coverage.
Responsible for bringing access to every corner of the country, Brazil's 11,853 ISPs face several operational challenges, such as high travel costs, which lead to inefficiency and an unstrategic use of time.
With this in mind, IXC ACS—a leading solution in network equipment management using AI and remote diagnostics—has prepared this guide to demonstrate the benefits of remote support in your operation. Enjoy!
Remote support reduces travel costs
About 40% of ISPs in Brazil serve between two and five municipalities. When calculating the operational costs of traditional on-site visit models, many operations face increasingly high expenses. If even those serving a single municipality (41% of providers) already see financial advantages in avoiding in-person visits, imagine the 2% operating in more than 26 cities?
This is where remote support makes a difference. By eliminating the operational costs of on-site visits, it is possible to save up to 62%, while also avoiding the risks associated with technicians traveling to residences, such as workplace accidents.
Increases productivity and strategic vision
The average time for an internet installation ranges from 1 to 3 hours with a technician on-site. In a 40-hour work week, a technician might only serve 10 customers depending on the complexity of the cases.
Remote support allows professionals to serve more customers in less time by eliminating travel. Studies show that organizations using remote tools, such as IXC ACS, report up to 34% more productive hours per technician and 47% more problems resolved per day.
Furthermore, technicians who no longer need to travel can be reallocated more efficiently, focusing on tasks that truly add value to the ISP.
Boosts customer satisfaction
Research shows that 51% of internet users try to solve connection issues on their own, and 80% report that restarting the router is the most common action. Even if these attempts often fail, successful ones prevent unnecessary site visits for simple problems that could be handled remotely.
Additionally, remote support provides immediate responses—often within minutes—instead of requiring travel that can take hours. This accelerates resolution time and reduces customer downtime, increasing satisfaction and decreasing churn.
Cuts costs and improves support services
With remote support, it is possible to considerably reduce maintenance and personnel costs. Remote management solutions like IXC ACS allow support teams to access users' devices or servers directly, resulting in a significant reduction in physical visits.
Statistics indicate that organizations can reduce support costs by up to 30% when adopting these methods compared to models relying on on-site teams.
Conclusion
Remote support is not just a trend; it is an efficient path to increasing competitiveness, reducing costs, and improving the overall customer experience for ISPs. Want to discover how intelligent remote management can transform your operation? Click the button below and meet IXC ACS.