MDNX’s customer portal – MATRIX – gives customers access to a suite of tools and applications that deliver full service transparency. MATRIX is a secure, web-based portal that offers customers a single and comprehensive view of all their services so that inventory, billing, service performance, planned maintenance and network performance can all be accurately monitored in real time.
MATRIX also puts customers in control of their services by providing self-help tools, such as line diagnostics, raising and monitoring service requests, obtaining real time quotes and placing orders.
MATRIX has been designed to be user intuitive and highly customisable allowing customers to specify what information they want quick access to. The home page has been created as a dashboard that can be specifically tailored to show summary information or widgets providing immediate notification or updates with regard to network alarms, change in service cases, major incident notifications or planned works etc.
MATRIX isn’t just about information presentation, customers with DSL service issues can use MDNX’s Enhanced Diagnostics to run tests directly on their ADSL line and self-diagnose the issue before raising a request to MDNX. Quite often, the root cause is detailed and can be remedied without the need to contact MDNX. If further assistance is required customers can raise a service request online and can view unedited progress notes entered in MDNX’s back office systems, by our qualified engineers, until fault resolution.
Network reporting services can also be viewed and monitored through MATRIX, enabling customers to view, in real time, the health of their network through a single, easy to use, web portal.
A Visual representation of the type of network management tools can be seen below.
Quite often the view that a service provider has of a customer’s services and the view the customer has are somewhat different. This maybe incorrect inventory, incorrect billing or working from different design documents or an understanding of what service the customer actually has. MDNX’s commitment to transparency is echoed throughout MATRIX, where customers can access their full detailed inventory of services, view and download their invoices and access documents from the online Document library. The MATRIX document library houses current network diagrams, service descriptions and contract agreements, whist also giving the user access to service management reports or historic order documentation.
MATRIX does not replace the traditional Service Desk model but adds complimentary systems through which customers can ensure that the solutions provided by MDNX are performing to the desired level.
Support for the application is available 24×7 via our UK based Network Management Centre.