The

Bottom Line

>When all is said and read, it would Revenue Enhancement (table 1 on p. 13) be very interesting to estimate the scale When CSPs are able to improve availability of quantifiable and qualitative benefits of their CSS portal and supporting applica- that communication service providers tions, they impact revenue in several ways: (CSPs) can enjoy by proactively managing the performance and availability of their CSS appli- 1. Additional hours of availability enable cations, and monitoring their customers’ experi- more revenue-producing transactions - ence in real time. This is exactly the analysis that service subscriptions, downloads,

The Shirman Group (TSG), an independent busi- activations, equipment purchases and ness analytical firm, has done based on the input upgrades. from several operators who have deployed and 2. Improved portal performance prevents actively used CA Wily’s solutions. The results of the above transactions from being timed TSG’s study are summarized in this final section. out by the system or abandoned by the

TSG has based its assumptions on a CSP that customer. Faster page loads keep the cus - offers self-service to consumers and enterprise tomer engaged and moving to check-out. customers. Its average monthly revenue per 3. Lower customer attrition and the consumer user is $150. Prior to deploying ap- acquisition of additional new subscribers plication performance management tools, its enable the CSP to capture revenue over applications performance levels are good, but the entire lifecycle of these retained not world-class. Assumptions about the sample customers.

• Total of 1 million subscribers

• 1,000 transactions per hour and 425 revenue

— generating transactions per hour

• Average transaction value of $35

Starting Performance Metrics Self-service portal availability Self-service portal performance

99% 94%

• Average monthly revenue per subscriber $150

Improvements Seen By CA Wily Customers Reduction in availability and performance issues

Accelerated resolution of remaining issues

75% 60%

telco are summarized below. Cost Avoidance (table 2 on p. 14)

The benefits are based on two impacts of In addition to increasing revenue from a application performance management: im- better-performing CSS system, reduced out- provement to performance and availability of ages, faster response, and accelerated issue the self-service environment, which includes resolution save millions of dollars in costs. performance of the customer facing portals, 1. Reduced outages keep customers on-line and the interfaces to back-end OSS and BSS and prevent moving to more costly systems, and faster and more permanent reso- channels (call center). lution of outages and performance issues. _{continued on next page >}