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Expensive Channel

Performance Issue

eCommerce

Service Plan Activation
Equipment Purchase/Upgrades
Enhanced Service Downloads

Account Management

Customer Information
Bill Viewing
Bill Payment

Customer Support

FAQ
Usage Assistance
Trouble Tickets

Other negative business impacts include: The Business Case for Being Proactive

•Lost revenue from unsold products Reduced churn and reduced overhead costs and services are among the bottom-line benefits that make

•Unexpected costs such as SLA violations a strong business case for deploying tools that and staffing up call centers to field more provide the ability to identify and correct prob- trouble tickets lems before they become noticeable to cus-

•A damaged reputation among investors, tomers. Being proactive also can be a market who view high churn as a sign of a service differentiator: According to a Network World provider that’s in serious trouble. survey, 72.6% of CSS problems are revealed continued on next page >

Ignorance isn’t Bliss

One of the worst-case scenarios is when cus- tomers become frustrated by CSS glitches but don’t notify the service provider. Instead, they ^{do one of three things:} To protect their customers from experiencing

•Churn, often without telling the service outages and delays, CSPs need to be able to: provider exactly why. As a result, the _{• Proactively monitor the performance of} service provider doesn’t realize the extent _{customer-facing applications.} of the CSS-related problems.

• Constantly monitor performance of systems in production.

•Keep trying the CSS application until it finally works or they give up. Those repeated attempts put an additional burden • Understand customers’ interaction with the on the CSS system, often to the point that ^{CSS system.} more problems result. • Monitor applications as transactions are

•Call the service provider’s call center and processed. ^{have the CSR perform the task. These calls} • Create early-warning flags about performance can overwhelm the call center, creating threats. even more ill will due to long hold times; _{the increased volume can drive the need} • Present performance data in actionable ways. to staff up. • Rapidly isolate and permanently resolve issues.

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