Many MSOs find these objectives extremely difficult to achieve. For one thing, programming is a significant financial investment. For another, rolling out next-gen services is akin to acting like a startup: you need to quickly scale the people and systems that handle everything from customer education and onboarding to installations to triage, and have an agile team that can provide end-to-end visibility. However, most MSOs lack the visibility and standardization needed to effectively scale and manage these people and processes. Plus, their processes are largely manual. This means that not only are they prone to error, they’re time-consuming and often result in customer delays, improperly diagnosed problems, higher churn and increased costs.
Accelerating New Service Delivery and Reducing Costs for Broadband MSOs
Broadband MSOs are under tremendous pressure to deliver new value-add services and compelling programming—the faster, the better. In the face of increased M&A activities and growing competition, they’re also challenged with reducing overall costs and customer churn and improving the customer experience.
As a managed services provider specializing in post-sales supply chain services since MSM Technology has a nuanced understanding of the challenges facing MSOs and a strong record of overcoming them. By applying our technology-driven processes, advanced analytics and domain expertise, we deliver the insights and actionable intelligence needed to boost MSO pro tability and make customer service a true di erentiator.
Dramatically improve the customer experience and reduce churn
MSM’ Center of Excellence delivers a seamless, one-stop shop service, e ciently handling everything from issue identi cation and troubleshooting to product education and technician scheduling, without hand-o s. A leading broadband client realized a $2.6 million improvement in operating cash ow by improving retention and CSAT. Cut costs across multiple areas MSOs that engage OnProcess bene t from a variable cost structure, reduced capital expenditures in asset recovery, increased velocity of returns, and automation of manual processes. We also help clients signi cantly reduce transactions such as inbound calls and unforecasted truck rolls. This enabled a large teleco to save $60 million annually in CapEx avoidance while boosting customer satisfaction
We enable you to boost revenue by recapturing missed, cancelled and incomplete installations. A major broadband client increased revenue by $24 million by mitigating sales-to-connect fallout. Incubate and rapidly roll out next-gen services By using OnProcess to handle complex onboarding, tech support and customer education, you can more easily introduce newo erings, such as connected home, connected car or other Internet of Things services, while improving customer retention.
This centralized service is handled by OnProcess agents who are highly skilled in supporting installation technicians.
Optimize third-party relations
We seamlessly integrate your systems with your partners’ and manage the end-to-end processes, providing you with unprecedented insights into the operations they conduct on your behalf and optimizing outcomes.