The Challenge
A national managed connectivity provider faced a persistent challenge: frequent outages caused by failing modems, routers, and edge devices. Without the ability to remotely reboot equipment, support costs skyrocketed, SLAs were missed, and truck rolls became the default solution.
The Solution
The provider deployed Synaccess Smart PDUs, fully integrated into their ITSM and NOC tools. When a site goes offline, the PDU automatically detects the outage and hard reboots the modem or router without human intervention.
The Results
The implementation resolved 60% of tickets through hard reboots, eliminated unnecessary truck rolls and local calls, improved response times, and delivered better SLAs. ROI was achieved after just one incident, with a $200 PDU replacing a $300-$700 truck roll.
Key Benefits
- Less time on tickets = lower support costs.
- Pays for itself after just one avoided truck roll
- Instant recovery when a site goes down
- Cloud API integration with existing workflows
- Zero-touch deployment at scale
- Multi-tenant platform with site-level control
- Improves SLA compliance via faster recovery
From Reactive Support to Automated Uptime
For providers delivering broadband, LTE failover, or SD-WAN services, unresponsive edge devices frequently take sites offline and increase support burden. This case demonstrates how Synaccess PDUs offer an intelligent, scalable solution through automated power control at the network edge.
The implementation transformed the provider's support operations by shifting from reactive troubleshooting to proactive, automated recovery. By integrating Synaccess smart PDUs into their existing systems, they not only improved customer experience through faster resolution times, but also significantly reduced operational costs associated with on-site visits.
This approach proves particularly valuable for managed service providers operating distributed networks across multiple locations where physical access is limited or costly. The ability to remotely monitor and control power to critical network devices represents a fundamental shift in how network reliability is maintained at scale.
