How can different CSP areas take advantage of QoE metrics? There are multiple and diverse use cases that benefit every single aspect of the operation. Today, we are presenting two specific use cases: One for how the technical or operational side of the operation can make use of QoE metrics and another one for the commercial side.
QoE is not only a “how are we doing” snapshot, but an invaluable network troubleshooting tool. Learn more on our blog post How Tasting The Network Improves Quality Of Experience.
Use Case #1
How do QoE Metrics Help Technical/Operational Teams Increase ROI?
Let’s imagine a common scenario. A customer calls because he thinks the Internet service is slow. The customer keeps insisting until its case is escalated. The company assigns a field technician to go to the customer’s house. The technician checks the internal cables, measure the QoS line levels. Everything is between the accepted levels so the expert says they will investigate the network. The technician leaves without solving the issue.
A lot of effort goes into identifying what happened. QoS metrics say everything is ok. To determine something else, the technician had to troubleshoot the entire last mile, and even more sometimes. It’s an expensive process for just one customer. The customer may end up changing its service provider. If you repeat the process with every unsatisfied customer, you will not only loose subscribers but also spend significant amounts on field technicians. For sure, this common fact is the usual way to affect the ROI negatively.
What if the people on the call center have network performance information of the same geographic area where the customer is already?
They could ask questions such as which service is slow? Is it a speed test with bad results? Is it a website that is taking to long to load? Is Netflix buffering a lot? Then, they could compare the answer with the metrics of QX probes connected to the same client’s circuit.
With this, they can quickly reduce the scope of the issue by identifying if it’s on the last mile or a more general issue. With a single call, you may solve the problem of one customer or even of a group of them. The process implies fewer costs and makes customers happier with quick resolutions.
Use Case #2
How QoE Metrics Help Commercial/Marketing Teams Increase ROI
CSPs’ Commercial and Marketing teams are investing time and money to make their product more attractive. Based on intelligence gathered from the QX tool, we can know that to play Youtube 4K videos without buffering you need at least 17 Mbps of bandwidth.
With that in mind, CSPs can adjust their offerings. For example, instead of working on offering a new FTTH 100 Mbps service package to fulfill the promise of a slogan such as “this is the fastest internet in the country”, they can increase the speed of all their service packages.
Ideally, they’ll have at least 20 Mbps of bandwidth and make the QoS necessary adjustments on their network. The campaign would change a something like “We GUARANTEE 4K content without buffering regardless of the Internet plan you subscribe to.” That way, CSPs may save the money needed to deploy a new high-end service. In the Marketing area, they won’t need to use a generic message. Instead, they can communicate the real value and differentiator of a service that their customers already know.
QoE is a trending topic in the telecommunication’s industry. The success of a CSP is directly proportional to how it’s services are perceived. Customers don’t want to hear that their modem it’s working correctly and that there is no problem from the technician. They want a good Internet experience with all their devices. With a good QX strategy, you’ll be able to stop using them as alarm points.
QoE is not only a ‘how are we doing’ snapshot, but an invaluable network troubleshooting tool. Learn more on our blog post How Tasting The Network Improves Quality Of Experience.