Given recent rapid transitions to work-from-home, telehealth, and remote learning, it is no surprise that broadband usage has exploded globally. As of January 2021, the number of active internet users worldwide reached almost 4.7 billion, which equates to nearly 60% of the population. With residential usage attaining an all-time high, broadband service providers, ISPs, and cable telecommunications companies have struggled to keep pace in today’s demanding landscape.
Providers failing to deliver the high-quality broadband services that customers expect are flooded with call center inquiries. Plus, many of them lack effective tools to efficiently assess subscriber Wi-Fi Quality of Experience (QoE) and diagnose and resolve Wi-Fi-related issues. This translates into high operating costs, unnecessary truck rolls, and replacements of healthy customer equipment that do not necessarily resolve the real problem. Not to mention, when customers are dissatisfied, they ultimately abandon service and switch to a competitor. In fact, Accenture analysts estimate that the overall costs from customers switching providers have reached $1.6 trillion. These are problems worth solving, indeed!
So, what can providers do to alleviate these issues, lower costs, and amplify QoE?
Case in Point: Cable Provider
In 2021, a successful cable provider contacted us because they were looking for ways to improve QoE and offer better diagnostics so care center agents could provide effective solutions for Wi-Fi environments. And with today’s increasing customer support costs, truck dispatches, and hardware swaps, they were also concerned about expenses cutting into their revenue.
In this post, we will look at how this provider tapped into the power of ASSIA CloudCheck to evaluate its impact to improve customer experience and reduce the cost of support and maintenance.
CloudCheck’s subscriber optimization features use artificial intelligence, machine learning, and analytics to evaluate historical and real-time conditions of Wi-Fi environments so it can perform automated, contextual-based optimizations for each node on the network, improving subscriber quality-of-experience.
For customer service agents, CloudCheck’s Tier-1 customer support GUI diagnostic tools evaluate subscribers’ internet issues and make next best action recommendations that help alleviate the guesswork of care center agents and technicians.
The optimization analyses we completed with this cable provider represent data collected over the course of three months in 2021. 40,000 homes were divided into two equal groups of 20,000 with similar call/dispatch rates based on the prior six months of data, to represent our control and test groups. On all 40,000 homes, optimization was disabled for two weeks. After two weeks, one group was re-enabled with CloudCheck optimizations so that we would have two even groups to compare.
Measuring the reduction in the number of dispatches (truck rolls) was also an integral component of the study. These can be costly, especially if a call center care center agent is capable of resolving the issue. This part of the test was based on the utilization of the CloudCheck Tier-1 customer support GUI. Factors that were evaluated included dispatch reduction from remote resolution, repeat call reduction, and average call handling.
The goal of this study was to evaluate the value and cost savings achieved, and the results were very promising.
Based on this test, this ISP estimated that they would save $4.27 per subscriber per year in support costs, equating to over $4 million in annual savings per million subscribers.
Digging deeper into the results:
CloudCheck Network Optimization
Analysis was performed to evaluate call rate reduction on lines with CloudCheck optimization enabled. Average call rates during the trial period were compared with the rates prior to the trial period. The reduction was significant, representing an 18.5% decline in calls, directly correlated with the optimization features.
The overall reduction in calls also had a direct impact on the number of dispatches (truck rolls), which were reduced by nearly 15%.
CloudCheck Tier-1 Customer Support GUI
To validate the benefits of the Tier-1 customer support GUI, analysis was developed by measuring improvements in the ability to remotely resolve customer issues by tracking the percent dispatch rate of the care agents. This was further validated based on an internal survey delivered to the company’s Tier-1 customer support agents. This data was leveraged to create a business case for the Tier-1 Support GUI. The respondents of the survey indicated how frequently they use the tool and most importantly how often it enables them to remotely resolve an issue versus dispatching an on-site technician. The results are impressive, reducing the number of dispatches by nearly 11%.
To explore how your company can benefit from CloudCheck, by generating similar cost and quality-of-experience improvement for your subscribers, contact us today.
Calculate what CloudCheck can do for you by downloading our cost savings calculator, below.