ADVANCED DEVICE REPLACEMENT
Until now, it’s been difficult to handle device replacements in an efficient and cost effective manner. Only the most critical device replacements have been done, often including high costs for customer contact activities and truck-rolls. Tracking and reporting progress has been difficult, as has coordination between Engineering, Marketing, and Customer Care.
Our device replacement solution will help you cost effectively contact customers and swap-out devices with a high degree of visibility into your efforts. In the next 12 months, more than 50% of the customer premise devices installed in the past 10 years are candidates for replacement. Service providers who can accomplish this will retain customers and grow revenue.
OUR SOLUTION BENEFITS ENGINEERING, MARKETING, & CUSTOMER SERVICE!
The ADR program includes:
- Replacement Campaign Design (what devices, where, when, how, and to whom)
- Simple CSR tools
- Self-Service Device Replacement Website™ (SSDR)
- Billing/OSS Integration
- Home Delivery Order Management
- Reporting Dashboard
We help you reach targeted customers through a variety of channels:
- Email (integrated with your ESP)
- An MSO branded website for one-click orders
- Automated interactive calls (your IVR or ours)
- Direct mail pieces and bill inserts
- Browser messaging (we’re currently integrated with PerfTech and FrontPorch)
- Cross Channel Spots
Results you can expect using our solution:
- High quality execution of Swap-out campaigns by your existing CSRs
- Improved customer retention
- Increased high speed product take rates
- Improved network operation