A Glimpse into the Difficulties Faced by Carrier/ISP Enterprises
In 2023, a Japanese carrier/ISP provider learned about Allion’s issue analysis and debugging support at an OpenSync seminar. In addition, with Allion’s headquarters in Taiwan and branch offices in Japan, China, and the United States, the carrier/ISP decided to seek cooperation from Allion’s consulting team. This collaboration aims to overcome the difficulties encountered by their products in Japan, ensure users can use them with peace of mind, and avoid the return of the Wi-Fi modem due to customer complaints!
The problem the client encounters is that the Wi-Fi Modem provided to users fails to function or cannot connect to the Internet for unknown reasons. Due to the very limited information obtained from the users and the lack of methods to reproduce the issues, the client has been troubled for over a month. Through the meeting with the client, the Allion consultant team learned about the struggles the Japanese buyer faced, as this product was designed and developed by an overseas ODM supplier and then provided to the Japanese carrier/ISP buyer. Rising customer complaints have become a common issue for buyers in the ODM business model.
Allion’s Key Solutions
In this regard, Allion’s consulting team made a three-day issue analysis plan. Allion took the analysis solution to the specific network environment instructed by the client, and focused on the following areas for improvement to enhance user experience:
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Overall network environment architecture analysis
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Application ecosystem user usage scenario simulation
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Withstand voltage test of wireless modem products
Allion captured various logs and information for analysis and successfully assisted the client in finding the root cause of the problem. Subsequently, with the consent of the Japanese client, Allion provided suggested solutions to the ODM supplier. During these three days, the consulting team also identified other issues to prevent future customer complaints.
Faster! Easier! Better! Time to Market with Quality!
From this interaction, the client has gained a clear understanding of the major issues and challenges faced by the ODM supplier business model. The cross-border and cross-regional services provided by Allion are crucial for the success of the business model of overseas ODM suppliers. The Japanese client also understands the value of Allion’s consulting services, and in future product quality plans, they also requested Allion’s assistance in planning product specifications, acceptance plans, RFQs, and suggestions for the product in real-world user scenario applications. These include focusing on areas where quality improvements are needed.
This case demonstrates that when you face problems, you can turn to the Allion consultant team for assistance. Through effective communication and consultation, you can receive the most effective solution in the shortest time, helping your products achieve Time to Market with Quality!