In-home WiFi produces a high volume of inbound calls and costly truck rolls for Service Providers. Up to 60% of all broadband service calls are related to issues with the WiFi network. These calls cost between $5 and $30 each, and up to 15% of customers need more than one call to resolve their WiFi issue.
You can stop this by having an intelligent, cloud-based WiFi solution. Intelligent WiFi, cloud-based, proactive WiFi Optimization, and network management resolves WiFi issues that would have resulted in a call to customer support, or even an unnecessary truck roll (average cost per truck roll is $150/hr).
Modern smart WiFi solutions, like Hitron’s Home Network Management solution, enables you to resolve more issues proactively and remotely, reducing trouble tickets and calls by customers, as well as reducing truck rolls by up to 30%.
How Home Network Management Benefits You & Your Customers
By offering managed WiFi, you address the key pain points your customers experience with your WiFi service today. You also empower your support team with the tools they need to have visibility into properly diagnosing WiFi issues and addressing customers’ issues quickly. And what’s more, you open the door to new sources of revenue by having the freedom and saved money to focus on new initiatives and opportunities.
Managed networks drive several strategic opportunities for your business:
- Better customer experience which reduces churn
- Operational efficiencies
- WiFi as a new distribution channel into your customer’s home
- Data Analytics provide insights into customers’ needs before they know it (if their WiFi is struggling, perhaps they need an extender or speed upgrade)
And benefits for your customers:
- Experiencing better customer experience
- Self-serve installation gives customers freedom to install themselves
- Self-healing WiFi networks lets customers troubleshoot at home
- Superior WiFi performance and coverage
Reduce Support Costs
There’s a direct correlation between an improved WiFi experience for your subscribers and a reduction in WiFi-driven support costs. The overall boost in quality that managed WiFi brings means your subscribers will enjoy an enhanced WiFi experience with fewer problems. This in turn will result in fewer WiFi related calls coming into your help desk, and fewer dollars spent on the resources needed to handle these calls. When you do get WiFi-related calls, your CSRs will be equipped with the detailed information they need to give them full visibility into the specific problems your subscribers are experiencing.
CSRs will spend less time handling each call and will be less likely to dispatch a costly truck roll to try and resolve the problem. All of this adds up to a significant reduction in costs for your customer support organization.
Optimized Whole-Home WiFi
Managed WiFi means that you actively manage all aspects of your customers’ WiFi experience, ensuring they enjoy the fastest speeds, the best performance, and WiFi coverage that extends throughout their homes. But that doesn’t mean you can’t give over some of the control to your customers. Which is exactly what Hitron’s Home Network Management solution does.
Hitron’s Solution & How it Works
Hitron Home Network Management is made up of HitronCloud, MyHitron App & OptiMy. Each of these components works together to make WiFi better for customers and Operators alike. Let’s start with the MyHitron App for the end user, which provides a better customer experience and freedom through Self-Installation, Proactive WiFi Network Optimization, and Self-Healing. The customers’ experience is only as good as the product and the process they are interacting with. And improving both of these is easier than you think.
Self-Installation
The start of the customer journey is Self-install using the MyHitron App with their gateway. The MyHitron App optimizes the placement of the gateway or Access Point in the customer’s home, as well as automatically optimizes the device performance connected to that gateway.
Proactive WiFi Network Optimization
MyHitron App empowers the customer to manage and control their WiFi by creating Guest networks, sharing Guest network access, changing passwords, Parental controls, having visibility into their networks to adjust the performance of connected devices and to schedule screen time access for kids.
Self-Healing
With MyHitron App, the WiFi network is constantly adapting and optimizing its performance and the performance of the devices connected to it. Paired with OptiMy, Customer Support teams have visibility into the WiFi troubles to resolve quickly if a call is required. However, customers have the freedom and ability to troubleshoot, saving the Carriers on calls or trouble tickets, and avoiding needless truck rolls.
The Bottom Line – Saving Costs and Maximize Resources
When you save money by reducing the unnecessary and costly truck rolls, you can shift valuable resources to focus on other strategic initiatives, such as providing more new service Installation and Repair services to higher share-of-wallet customers such as Businesses.
Hitron’s Home Network Management solution is an all-encompassing solution that is hardware-agnostic, cloud-based to provide flexibility to leverage APIs to interface with backend systems down the road, increase customer satisfaction, produce immediate cost savings by reducing calls and truck rolls.
This solution will enable you to increase revenues, reduce operational costs, reduce customer churn, and increase customer satisfaction. All of this translates to increased revenues and lower costs, or increased profit.
Hitron is dedicated to helping cable operators capture new opportunities with Adaptive Whole Home WiFi using MyHitron and OptiMy is certainly one of the biggest opportunities that Service Providers can capitalize on in the short-term. Contact our friendly team to find out more.