Check out this must-watch webinar for ISP network owners and managers.
Discover how Sonar and Preseem can help you increase customer retention, and maximize profitability. Moreover, hear directly from Jason Pond, a successful WISP owner-operator on his experience with Preseem and Sonar.
Customer Retention and the Importance of Customer Experience
Customer retention drives profitability. In other words, customer retention translates into sustainable growth for an organization. According to Bain & Company, increasing customer retention by just 5% leads to a 25%-95% increase in profit. Additionally, 89% of companies see customer experience as a key factor in driving customer loyalty and retention. Consequently, this leads us to a key question: how can WISPs ensure that they deliver a great customer experience?
There are many factors affecting a customer’s experience with their internet service provider. For instance, the sales engagement, installation experience to regular interaction with support staff, billing department and other functions. However, the core of this experience is the subscriber’s actual experience while using internet service. In addition, there are many conversations in the WISP world about focusing on improving subscriber experience.
However, It’s a known secret that you cannot improve what you can’t measure! So where do WISPs start?
Quality of Experience (QoE) and Profitability
Using an approach to network monitoring and optimization based on Quality of Experience (QoE), a WISP can objectively measure the customer’s experience and proactively find and fix issues that can cause degradation. Check out our blog post on how QoE-based network monitoring differs from traditional network monitoring.
Additionally, QoE-based networking allows for techniques that can help the ISP optimize the user experience. This is imperative in modern times where there are thousands of new internet applications every day and changes in customer behaviour. Remote work and schooling-from-home are prime examples of such changes.
This brings us back to our main question: how can WISPs deliver a great customer experience that leads to sustained profitability?
Firstly, WISP owners and managers should watch our recording of the Sonar Success Series webinar featuring Preseem!
Secondly, it’s recommended that WISPs evaluate tools and techniques that can help them deliver great service while improving internal efficiency and lowering costs. Accordingly, this upcoming webinar will cover many of these aspects and factors.
Sonar Success Series featuring Preseem: Speakers & Why Attend?
In this special presentation, Simon Westlake (CEO, Sonar) and Gerrit Nagelhout (CEO, Preseem) share the ways that Sonar and Preseem can help WISPs increase customer retention and maximize profitability.
Most importantly, they shed light on the power of Sonar billing and OSS software when combined with Preseem’s QoE monitoring and optimization platform.
In addition, Simon and Gerrit are joined by Jason Pond, CEO of Grizzly Broadband and a successful WISP owner and serial entrepreneur. Jason Pond currently manages Grizzly Broadband, a dominant WISP business in Western Montana with over 3000 customers. Jason Pond has seen first-hand the difference Sonar and Preseem can make in a WISP business and shares his personal experience. Above all, Jason also presents some key business metrics to highlight the impact made by using Sonar and Preseem.
Most importantly, there’s nothing better for a WISP owner/operator than to hear the first-hand experience of a fellow WISP owner.
In conclusion, don’t miss out—watch the webinar now by clicking the button below!
- Welcome and Quick Introductions
- Sonar Network Dashboard
- Mapping Profitability
- Alerting Rotations
- Preseem and Quality of Experience (QoE)
- Preseem and Sonar
- Jason Pond: Customer Testimony
- Live Q&A: Your Questions Answered by the Panellist