Fastco—A Preseem Success Story

Fastco WISP Upgrades Customers to a Better Experience, and Neutralizes Competitive Threats while Protecting Network Performance with Preseem.

Fastco: An Anonymized Success Story—Introduction

Note: This success story has been anonymized at the ISP’s request, but it represents a real-world regional ISP facing real-world competitive pressures while realizing real-world results.

Fastco is a regional telecommunications provider serving more than 5,000 customers across California. Fastco offers a variety of services, from fixed wireless to fiber, with a mission to keep their customers connected with reliable, high-speed internet.

Challenge

Before implementing Preseem, Fastco faced several significant challenges. One of the biggest issues was not knowing who of their customers were on legacy service plans, or who was maxing out their plan speeds. This was leaving them susceptible to churn to new competitors like Starlink that were entering the market. In some cases, customers were switching to newer, competitive offerings without giving Fastco a chance to match their needs. Fastco found themselves reacting to these situations, and it was often too late to retain the customer.

According to John Davies, a Senior Network Engineer at Fastco, “We were seeing high customer churn because they were still on our legacy 10 Mbps packages, but we now offer 25, 50, 75, and even 100 Mbps plans. They weren’t giving us the opportunity to upgrade them because they simply didn’t know we offered these plans.”

In addition, John was concerned about the impact that increasing bandwidth would have on network performance, especially after Fastco began a campaign to upgrade customers to newer, faster packages.

As competition from new entrants increased, Fastco needed a way to optimize network performance and retain its customer base.

Solution

Fastco chose Preseem as the solution to these challenges after testing several single-purpose systems that focus specifically on measuring and improving quality of experience. Preseem provided the platform, data, and insights Fastco needed to both improve network performance and upgrade customers through proactive outreach.

“I was hesitant about what increasing bandwidth would do to my network,” John admitted. However, after running Preseem alongside pureplay QoE tools for a period of time, John saw the improvements in real time. “Preseem showed me precisely what and where my most pressing issues were, enabling me to prioritize proactively. All the while, my network performance stayed solid. This made the decision to choose Preseem a no-brainer.”

Preseem also helped Fastco identify customers still on legacy plans, and proactively reach out to them with upgrade options. By analyzing network performance and usage patterns, Fastco was able to effectively upgrade its customers without negatively impacting the overall network.

Results

After implementing Preseem, Fastco saw immediate improvements in customer satisfaction, customer retention, and network performance.

• 50% of customers upgraded to new service packages: Fastco made calls to customers on legacy packages, and many of them chose to upgrade to higher bandwidth plans, resulting in a 50% conversion rate. “I was expecting to see issues with my network when we increased the bandwidth, but everything stayed green. It looks wonderful,” John shared.
• Churn reduction: With Preseem’s platform in place, Fastco began proactively upselling customers and improving their packages, which significantly reduced customer churn. “Customers were leaving us without even giving us a chance, but now we’re proactively retaining them by showing them the value of our current service offerings and packages,” John explained.
• Proactive problem-solving: With Preseem, Fastco shifted from being reactive to proactive in addressing network issues. “Before, eight out of ten customer support tickets were reactive. Now, thanks to Preseem, I can be proactive and reach out to these customers in advance to fix things, before they experience issues. My call volume is down to two or three calls a day across 1,000 customers.”
• Optimized network performance: Even with increased bandwidth, Fastco’s network remained stable. “We upgraded customers from legacy 10 Mbps plans to newer 25, 50, and even 100 Mbps packages, and Preseem kept the network performing at optimal levels.”

Click here to see what John sees.

Recommendations/Advice for Other ISPs

John’s advice to other ISPs is simple: “Preseem is all you need. They provide the data and insights necessary to upgrade customers, manage bandwidth, optimize network performance, and reduce churn; all from a single platform.”

“Preseem has helped me fix issues before they impact customers, and it’s allowed us to grow our network without sacrificing quality. If you’re looking to improve your network and keep your customers happy, Preseem is the answer,” John concluded.

For ISPs dealing with customer churn and network performance concerns, Preseem offers the proactive platform required to turn those challenges into opportunities for growth.