Big data is not a new phenomenon. But the methods by which we gather, combine and analyze data keep evolving, and thus revealing new business opportunities and ways to save time and resources.
For ISPs and network operators, it is essential to gain access to data through in-home monitoring and follow what happens in the home where the CPE (customer premise equipment) is installed. Data obtained by in-home monitoring is the network operator or service provider's key to unlocking business intelligence for high-performance customer service and proactive network infrastructure improvement.
Data can tell you so much
Imagine having access to data that tells you exactly how each CPE is being used, and how it is performing. Imagine being able to identify what types of devices each customer uses, and how many they use at any given time. Imagine always knowing what the connection speed is, and how strong the customer's actual connection is. Through in-home monitoring you can collect data from the CPE and obtain access to business-critical information.
– When you accumulate data through in-home monitoring, you can analyze your performance on several levels. And you can determine where you need to improve and where you can save on time and expenses, explains Christian Coco, Technical Program Manager at Icotera, and adds:
– Data can provide answers to numerous questions. For instance, why certain types of customers leave. If you experience high churn, you can identify why by analyzing the data from the customers who have left. This data will give you specific answers that you can use as a solid foundation for decisions on how to solve problems related to churn.
Data doesn't lie
Service providers often need to adapt quickly to movements in the market and customer demands, and the use of data is an essential tool to stay on the forefront of innovation and development.
Christian Coco highlights three important reasons why ISPs should focus on becoming data-driven through in-home monitoring:
– First of all, having data on-hand means that you no longer have to guess – for example, when troubleshooting. The numbers don't lie and the data you derive gives you the factual foundation for decisions. This means that you can provide better and faster customer service, because it is possible to pinpoint the exact problem right away.
– The second reason is that data creates a basis for comparison, meaning that you can compare different customer or performance scenarios and get inspiration for new opportunities from a business perspective. And finally, being data driven makes it possible for you to accurately put parameters like speed into a sales perspective. It makes it possible to go to market with numbers based on hard facts that can be proven.
Data is the foundation for making the right investment
Being able to break down data to a single household lets you build customer scenarios and predict the expected cost and revenue on different types of customers.
Christian Coco explains:
– You can actually see how much support you have spent on an aggregated level and on an individual level. From this you can derive how much time you've spent on support to customers with a certain product. This gives you the full overview of how much specific types of customers cost as well as how much you are spending.
– This overview can help you determine whether you are investing CAPEX in the right places to keep OPEX down. Or whether there is potential to invest in other ways in order to create a stronger business.
WANT TO KNOW MORE about how to cut costs related to customer support while providing an even better service?
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