The market for broadband internet services has shifted dramatically in recent years. Fiber rollouts continue to accelerate, while DSL and coax have fallen out of favor. At the same time, the steady decline of “traditional” services like pay TV and landline voice is driving broadband service providers (BSPs) to introduce new offerings such as wireless, smart home services, and managed services. In this changing landscape, local BSPs are outcompeting the Tier 1 players on cost and service quality.
The Secret to Achieving an NPS of 60 or Even Higher? Start With Managed Services
Experience is fast becoming the competitive differentiator for many Calix-partnered BSPs like ALLO Communications, Centranet, Jade Communications, Ontario & Trumansburg Telephone Companies (OTTC), and SCTelcom, among others. Smaller BSPs can become the “giants” in their markets by delivering an exceptional subscriber experience built around a growing portfolio of value-added managed services. This translates into higher average revenue per user (ARPU), lower subscriber churn, and Net Promoter Score℠ (NPS®)* 20 to 60 points higher than the industry average.
Service providers whose subscribers have adopted five or more value-added services enjoy an average NPS of around 60. That’s over 40 points higher than BSPs, with subscribers using a single service, and about 70 points higher than those whose subscribers don’t use value-added services. In fact, recent research from Parks Associates shows a strong correlation between the number of managed services a BSP offers and their NPS.
3 Ways Support Teams Can Drive Managed Services Success
Delivering an exceptional experience is highly dependent on superior customer support. For many support organizations—particularly small teams whose resources may already be stretched—the idea of rolling out a raft of new managed services might seem daunting. However, introducing new services doesn’t automatically mean adding complexity. Here are three ways Calix helps position support teams for success with managed services.
- Align the entire organization behind managed services. As with any new technology, rolling out managed services begins with planning and strategizing—ensuring support and other functions are aligned behind common objectives and processes. This may initially seem overwhelming for smaller BSPs that lack internal expertise or experience with managed services. That’s where Calix Customer Success Services (Customer Success) comes in. They provide the essential knowledge, guidance, and best practices to help even the smallest BSPs simplify the process of rolling out managed services. With services like Smart Start for Managed Services, Customer Success helps you plan, launch, support, and grow new managed services with confidence.
In 2021, OTTC partnered with the Customer Success team to launch Calix Revenue EDGE™ Managed Services, including ProtectIQ® for home network security and ExperienceIQ® for enhanced parental controls. By aligning behind delivering an exceptional experience—based on managed services—OTTC has achieved an NPS of +76, reduced subscriber churn by 5 percent, and increased annual revenue by 25 percent.
- Put the right support systems and tools in place. Support teams need a subscriber management support system that can provide a high-level view and drill down into the status and health relevant to the subscriber’s experience. Calix Support Cloud (Support Cloud) gives end-to-end visibility of the WAN, residential gateways, Wi-Fi, managed services, connected devices, and even apps. At the same time, subscribers want the ability to manage their home experience. CommandIQ® gives subscribers the self-service capabilities to handle tasks like changing their Wi-Fi password or SSID, checking connectivity, adding devices to the network, or even basic troubleshooting. With the right systems and tools in place, support teams can reduce inbound support calls, cut unnecessary truck rolls, and increase subscriber satisfaction.
Backed by Support Cloud and CommandIQ, Oklahoma-based Centranet rolled out ProtectIQ and ExperienceIQ, achieving adoption rates of 94 percent two months after launch. The combination of CommandIQ, ProtectIQ, and ExperienceIQ has contributed greatly to member satisfaction—Centranet boasts a customer satisfaction score of 9.5 out of 10—and helped reduce the number of support calls going to Tier 1 support by 50 percent.
- Harness the power of data to increase efficiency. Take advantage of powerful data in your network to improve how you respond to subscriber issues and take proactive steps to enhance their experience. Support Cloud’s reporting dashboards—featuring data visualization tools, widgets, and graphs—enable support teams to analyze data easily and quickly and act on insights integrated into their daily workflows and processes. No need to swivel-chair; customer service representatives can automatically find, prioritize, and recommend possible fixes—reducing resolution time and drastically increasing efficiency.
SCTelcom took advantage of the visibility and automation in Support Cloud as they deployed managed services including ProtectIQ and ExperienceIQ. With Support Cloud, SCTelcom reduced internet-related trouble tickets by 29 percent and truck rolls by 24 percent, while driving their NPS well above the industry average.
Offering curated packages of in-demand managed services represents an enormous opportunity for BSPs. They can increase ARPU and customer lifetime value (CLV) and have new ways to increase subscriber satisfaction and loyalty and reduce churn. Some managed services—like self-service capabilities, home network security, advanced home management, and self-service capabilities—directly impact BSP support operations, helping reduce support calls and truck rolls and increase support efficiency. With a growing ecosystem of services and essential support systems, tools, and resources, Calix makes it easy for even the smallest BSPs to transform their businesses to become experience providers.
Learn how managed services can help you build enduring subscriber loyalty. Download the white paper “Revenue at the Edge: Boost Subscriber Satisfaction with Wi-Fi Managed Services.”
* "Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld."