New research digs into the ROI of cloud-based infrastructure for Communications Service Providers
The cloud is a boon for Communications Service Providers (CSPs) who are eager to offer faster, streamlined, and more efficient services to their valued customers—especially in the era of the IoT-connected smart home.
In the past, infrastructural hurdles stood in the way of this all-important goal. Specifically, CSPs have been beholden to proprietary firmware, expensive and rapidly-outdated hardware, and the ubiquitous-but-imperfect TR 069 interface. All these siloed elements and moving parts make for a clunky, disjointed process for new product roll-outs—and can often result in customer churn.
Thankfully, ecosystems like the Plume Consumer Experience Management (CEM) Platform—which deploys in three main components including the HomePass suite of services, the Plume Cloud, and OpenSync framework—are revolutionizing the industry. This all-in-one solution allows CSPs to streamline the delivery of services by tapping into the agility and flexibility of the cloud. Customers benefit from cloud-based infrastructure, too. Today, more than 20 million homes around the globe rely on Plume’s experience platform to underpin their Smart Home Services.
Cloud-based platforms like Plume’s are the way forward for legacy systems. But what’s the real impact on total cost of ownership and a CSP’s bottom line? Our Total Cost of Ownership study digs into the data of more than 2 million customers to find out.
Plume Cloud + OpenSync
HomePass
Smart Home Services
Market Insights
Harvest
Support & Ops
Haystack
What the study found
Our research examines the benefits of the Plume CEM for CSPs, illuminating both measurable and intangible benefits. The results are striking, but perhaps not surprising given the industry's overall trend toward cloud-based infrastructure.
The main pain points CSPs report with legacy systems include:
Backlogged product and service releases caused by disjointed back-end systems.
Climbing costs of single-play, broadband-only subscribers.
Rapidly rising operational expenses for providing IT support to customers.
Difficult-to-update systems for service initiation and monitoring.
Quicker speeds of service delivery and product roll-out, with timelines for new feature development improving as much as 67%.
Lower OPEX expenses, including a reduction of up to 51% and 67% call-in rates and truck roll rates respectively.
Better customer retention, with churn rates falling as much as 30%.
Higher new monthly revenue, including up to $10-15 greater average revenue per user.
By digging into phone calls and cost records of more than 2 million customers based in North America, researchers found marked advantages of CSP adoption and implementation of the CEM. Some of the highlights include:
Perhaps most telling: CSPs using the CEM are seeing an increase in customer lifetime value that’s a full 70% higher than those not using the solution. This can translate into significant ROI totaling nearly $2,000 per customer.
Savvy CSPs need to consider what cloud-based implementations can do for them—and their customers—in the long term.
The bottom line: Major savings for CSPs
These more agile platforms don’t just provide a solution for improving customers’ connectivity, reducing CSPs’ operational costs, and improving timelines for deploying new products and services. They also lay the foundation for nimble adaptation to an ever-evolving Smart Home Services market. CSPs can expect to reap benefits for years to come.
To learn more about Plume’s Consumer Experience Management Platform and how it can help CSPs improve their end-to-end services delivery, download the TCO study today.
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The bottom line:
Major savings for CSPs
Smart Business Services
WorkPass
Download the TCO study
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Download the TCO study
Download the TCO study
Download the TCO study