An expert offering the largest hyperlocal, global data network, providing centrally managed local connectivity for any device, anywhere: floLIVE

floLIVE offers the largest hyperlocal, global data network, providing centrally managed local connectivity for any device, anywhere. Gain direct network access, control your connectivity, monitor devices, access real-time events, switch operators remotely, and troubleshoot ahead of time for seamless device performance. Trust in Technical Expertise. Every device is different. It may be provided by a different manufacturer, access a different technology, or have a different use case attached. The battery life, the bandwidth, network events, connections… floLIVE’s support teams need an in-depth understanding of each customer and their business model, and how to make their devices and capabilities work best for them. When a new use case comes along, it’s up to floLIVE to do the background work to make sure its team is certified and ready to hit the ground running, and that floLIVE’s services will work seamlessly with any new customer and approach. 

Understanding the technology also means having a deep understanding of how devices behave in different environments. For example when a device is only active for a very short time, during which it has to find the network, register and send/receive data to the cloud application. Such devices are sometimes up for a few seconds a day! These cases are often fixed by configurations in the network and on the SIM.

One Size Fits All? Not Always

At any stage of the lifecycle, floLIVE always sits with customers to understand their needs, whether they are onboarding, maintaining or scaling solutions. Many companies offer a one-size-fits-all solution, whether that’s the platform itself, or when considering support or control. At floLIVE, across the whole customer journey, the team starts from scratch with a problem and think about the specific customer and their requirements. The team discusses their product, their use-case, their requirements and any limitations, and based on this analysis – the team will define the optimal connectivity solution for that customer. Moving forward, at floLIVE the customer portal allows customers to fully self-support their business and take control over their connectivity on their own terms, and that’s really powerful once customers realize how much they can do with a flexible infrastructure in place. 

For example, a multi-IMSI solution can reduce latency and costs, while making it happen through one vendor and one SKU can slash the complexity, too. floLIVE is always happy to work with the customer on custom set-ups based on their context and experience..

Customer Success as the Face of floLIVE 

floLIVE never forgets that it is  a customer’s first port of call, and that it is responsible for setting the customer expectations from end-to-end. Customer Experience is floLIVE’s “sun”. The company starts every investigation from the core network, working with the provider or operator where necessary, delving into the device or the SIM if the clues lead it there.  While most Support teams can only check one element, because floLIVE owns the whole tech stack and have the relationships with the operators, the company has a complete view and direct access to every element of the connectivity ecosystem.

It’s the personal approach that makes floLIVE strong. As it has an understanding of each customer and their use case, floLIVE is never starting from a blank page. The team has years of experience and extensive training, and they always work collaboratively in service of the customer.

For example, one of its customers is a module maker that needed to optimize battery consumption for its devices. To make this happen, floLIVE exposed an interface that allowed the modem to control all the connectivity-related aspects on the SIM itself. This could only happen because it owns the whole connectivity stack, and can pass on these benefits to customers. 

Embracing Four Pillars

First up, floLIVE educate its customers through onboarding services and then ongoing support tools. Customer support doesn’t end after onboarding, customers need on-going education to make their solution deployments more accurate, achieve their goals more rapidly, and to make their day jobs easier.

floLIVE wants customers to be autonomous with the service they receive, and so #2 is that it can empower the users to take advantage of all products and services, and self-serve their connectivity via the portal. This provides operational efficiencies that customers have been seeking for many years and is augmented by hands-on troubleshooting when it’s needed.  If there is a problem, floLIVE takes responsibility to resolve the issue, so that customers never feel like they are lost or unsupported.

The third pillar is that floLIVE advocates for its customers if processes could be improved. The company has had experiences where it saw costs could be reduced, and it is part of the job to approach the customer and show them how they could save money each month. One ongoing example of this approach is that floLIVE only charge for active devices, recognizing that a business isn’t generating value until devices are active. Why should they pay before that happens? 

Of course, floLIVE is always open to iteration, so its final pillar is a continual refinement to improve the customer experience. floLIVE’s door is always open to hear what it could do better.

Meet the leader behind the success of floLIVE

Nir Shalom, CEO of floLIVE, is a seasoned leader in the global telecommunications industry and executive with extensive experience overseeing and managing large technological organizations. Nir joined floLIVE after serving as General Manager of AT&T Israel and Vice President of Network Application Development of AT&T. In these roles he managed a technology and software development team of over 1,000 employees worldwide. Prior to AT&T, he has led European, Middle Eastern and Asian operations for Interwise, a global provider of voice, video and web conferencing solutions. Nir holds a BSc in Industrial science and MBA in Finance from Ben Gurion University.

“Gain direct network access, control your connectivity, monitor devices, access real-time events, switch operators remotely, and troubleshoot ahead of time for seamless device performance.”