Beyond Bandwidth: Preseem and FISPA Webinar Recap
We recently co-hosted a webinar called Beyond Bandwidth with the Fiber Internet Service Providers of America (FISPA), focused on how ISPs can move beyond just managing bandwidth and toward proactively managing the network to deliver amazing customer experiences, drive growth, and improve overall efficiency.
The webinar was hosted by Matt Duench, Product Marketing Director at Preseem, and moderated by Dawna Qualls, Executive Director of FISPA. Watch the full session here or read on for a recap.
Early in the webinar, an audience poll identified increasing competition, lack of centralized data, and complex technology integrations as the greatest challenges ISPs currently face when trying to deliver high-quality customer experiences.
These align with the typical pain points we hear about from our global customer base of fixed wireless, fiber, and hybrid operators.
As Matt pointed out during the webinar, customer expectations around speed and service are higher than ever before, making quality of experience (QoE) crucial for regional ISPs to gain a competitive advantage.
In particular, the lack of centralized data can be a major hurdle for ISPs to overcome, as it makes it very difficult to know where issues are occurring and where investment and attention are most urgently required. Even worse, this siloed and fragmented data tends to lead to reactive approaches that slow ISPs down and restrict growth.
Hybrid Multi-Vendor Networks
This can really be an issue for hybrid operators, i.e. ISPs that include (most commonly) fixed wireless and fiber, but also sometimes cable and DSL. Hybrid networks are multi-vendor by definition, which means multiple vendor systems for staff to learn and navigate.
This brings added complexity, as specialist expertise is needed for each access technology and vendor system, leading to time-consuming training, high support costs, and knowledge silos.
The resulting reactive approaches to network and subscriber management have many negative consequences, including lengthy and unnecessary support calls, poor network performance, higher churn rates, and the inability to identify upsell opportunities.
Proactive Growth, Support & Network Operations for ISPs
No prizes for guessing this in advance, but here’s where Preseem comes in 🙂
Our platform provides centralized, actionable insights across all your vendors, access technologies, and subscribers, so you get everything in one place. This provides many immediate benefits for ISPs, including:
- Encourage Growth: With Preseem, you can identify new revenue and upsell opportunities, maximize subscriber QoE and improve customer satisfaction, leading to positive reviews and warm referrals.
- Improve Support: Your team will save time by only having to log into one system and can reduce time to root cause by identifying whether issues are happening in the network or the customer’s home. This can help reduce truck rolls while improving overall team efficiency and productivity.
- Streamline Network Operations: Manage the network proactively by finding issues before they affect subscribers, and spend less time putting out fires. Preseem can help simplify operations, save time, and takes care of integrations so you don’t have to.
We can also save your ops team a ton of time with our automatic network discovery. This polls the network and automatically builds your topology, giving you total oversight of where everything is in your network in one place. This can free your team up from manual tasks, routine maintenance, and system downtime.
Preseem for Fiber
Given that this webinar was co-hosted with FISPA, Matt took a closer look at some of the specific use cases and benefits for fiber operators, though these are also generally applicable for fixed wireless and hybrid providers.
These include how Preseem can help customer support teams reduce time to call or ticket resolution, which Matt demonstrated with one of our step-by-step product tours. Watch the webinar to see it in action or take your own tour here!
Next, Matt looked at an example of the benefits network operations teams can expect from Preseem. Specifically, he showed how Preseem enables proactive identification of issues on the network.
These include finding problems at the PON and ONT (or AP/CPE for fixed wireless) levels that may not be affecting customers now but could in the future. Prioritizing these for maintenance is not only an efficient use of team members’ time but can also prevent future support calls and other customer issues.
You can also sort PONs and ONTs by standard KPIs across multiple vendors to create a work list for improving network quality. As well, troubleshooting issues affecting customer QoE becomes much simpler, allowing your experts to pinpoint the specific source of a given problem.
Again, Matt demonstrated this by diving into a Preseem product tour. Watch the full webinar below for all the step-by-step insights!
