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Home WiFi: The Next Battleground for Service Providers:

Part Four: Home Network Insights

This article is part four in a five-part series on the emerging new battle ground for Service Providers; home WiFi.  This series examines the critical importance of home WiFi in product strategic planning and how it is transforming our business.  Please follow us on LinkedIn to get every article in the series.

A shot in the dark. That age-old cliché is all too familiar for service provider call centers as they attempt to diagnose and resolve home Wi-Fi issues without network visibility. Home networks produce a wealth of data that, when collected and put into context, can provide service providers with valuable insights that inform business decisions and can improve subscriber retention. While it is no question that data is invaluable to the service provider, current home networks create so much data that traditional collection and analytic methods are unable to put that data to good use. In order to efficiently address subscriber facing issues, service providers must adopt tools that collect home network data, put that data into context, and use it to improve the subscriber’s networking experience.

Obtaining Home Network Data

Every single connected IoT device produces data. Consider the growth in IoT. By 2027, it is expected there will be 41 billion IoT devices worldwide. That means there are 41 billion devices that are producing zettabytes of valuable data that can point to future trends and help service providers allocate time and resources to developing those trends. While the idea of Internet service providers collecting data from subscriber networks seems suspicious at best, it is done in the best interest of the subscriber. The data collected from IoT devices include current and historic usage data, device functionality, traffic, all of which defines how the devices fit into the home network ecosystem. This data is often compiled and demystified by AI and machine learning algorithms to help put it into context.

Leveraging Data for Home Network Insights

Data is not automatically valuable. In fact, it is relatively useless without a solid data strategy; a way to use the data to create positive outcomes. Data network effect is when a service’s value increases as the service usage grows and generates data. Successfully leveraging collected data and applying analytical strategies can benefit service providers in three key ways:

1. Remote troubleshooting – One of the biggest struggles that customer service technicians face is the lack of visibility into the customer’s Wi-Fi network when trying to troubleshoot issues. When service technicians have access to the subscriber’s home network data, both historical and current, the technician can use the data to identify and resolve the issue quickly, resulting in improved subscriber experience and a fewer costly truck rolls.

2. Reducing operational costs – As mentioned above, leveraging data to resolve subscriber issues remotely saves service providers the expense of truck rolls and reduces the typical call time lengths, both improving the bottom line. By using data to boost the efficiency of customer service centers, service providers can also expect reduced churn.

3. Improved service offerings – Data is an exceptional tool to drive critical business decisions. From the data produced by home networks, service providers can pinpoint service turning points or developing service trends and stay ahead of the curve by providing new, relevant service offerings to their subscribers. This allows service providers to maintain their current subscribers and remain competitive.

The Power of Data and Artificial Intelligence

Having access to lots of data is good, but unless that data can be put into context, it is relatively useless. Optim Managed Assurance Platform uses machine learning and AI algorithms to collect, process, and interpret large quantities of data produced by a network. With machine learning and AI technology, network operators can optimize their networks and use advanced automation tools to improve and control data. The most efficient way to implement big data tools is through a managed Wi-Fi platform like Optim Managed Service Assurance Platform. Optim addresses a major service provider pain point: the inability to see into a subscriber’s specific network to identify and resolve subscriber facing Wi-Fi issues. Limited network visibility makes it difficult for service technicians to remotely troubleshoot Wi-Fi issues, typically resulting in longer call times and more truck rolls. Through in-depth data reporting and comprehensive network insights, service providers can gain a better understanding of their service quality, view trends, and take a proactive approach to troubleshooting. Investing in data management is key to tailoring service offerings and remaining relevant in a highly competitive market.

Having access to lots of data is good, but unless that data can be put into context, it is relatively useless. Optim Managed Assurance Platform uses machine learning and AI algorithms to collect, process, and interpret large quantities of data produced by a network. With machine learning and AI technology, network operators can optimize their networks and use advanced automation tools to improve and control data. The most efficient way to implement big data tools is through a managed Wi-Fi platform like Optim Managed Service Assurance Platform. Optim addresses a major service provider pain point: the inability to see into a subscriber’s specific network to identify and resolve subscriber facing Wi-Fi issues. Limited network visibility makes it difficult for service technicians to remotely troubleshoot Wi-Fi issues, typically resulting in longer call times and more truck rolls. Through in-depth data reporting and comprehensive network insights, service providers can gain a better understanding of their service quality, view trends, and take a proactive approach to troubleshooting. Investing in data management is key to tailoring service offerings and remaining relevant in a highly competitive market.

Insights for Better Decisions and Customer Experience

Big data analytics is an essential tool to making a measurable impact to service offerings and customer experience. By compiling and managing the data from various network components, Optim’s advanced analytics platform allows service providers to monitor service quality and understand subscriber experiences. From Optim’s advanced analytics, service providers can view real-time and historical data in diverse formats and review pre-built reports to identify service optimization opportunities and put data into context to inform business decisions. Optim gathers the valuable data from inside the customer premises and enables providers to create valuable services and new campaigns to combat churn. With this information in hand, service providers can identify subscribers that are potential cord cutters or subscribed to a plan that is not suitable for their service needs and tailor offerings to build customer loyalty and reduce churn.

When service providers leverage the power of network data, they can plan and efficiently execute digital transformation strategies that not only improve customer experience but also establish relevant services for years to come.

In case you missed Part One, Part Two or Part Three of our series, we have provided the links.

Transform the way you get your data with Optim managed Wi-Fi. Optim has been deployed to over 5 million homes as the first managed Wi-Fi and service level platform. To learn more about what Optim can do for your business, contact us today.

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