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Solution Snapshot: Implement Tiered Bandwidth Offerings
Improve Take Rate on Premium Bandwidth Plans and Close the Customer Communications Gap
Implement tiered bandwidth usage plans without negative customer impact.
A cable operator had implemented tiered bandwidth usage plans, but lacked a method for effective subscriber notification. Additionally they hoped to improve take rates on higher capacity plans.
A special direct to browser message was delivered to users well within usage level assuring them that they had not consumed their allocated bandwidth . Other notifications for the 70%, 80% and 90% usage levels were displayed cautioning users of their usage to date.
A final notification was created for subscribers who exceeded 95% in one month with a link to an offer to upgrade to a higher tier of service. Upgrades to higher capacity plans were handled online without support intervention, controlling provider expense.
- Many of the subscribers who received the offer of upgrading to a higher bandwidth accepted, resulting in new revenue.
- The call center supervisor said calls requesting current usage levels were substantially reduced.
- Subscribers were able to adjust their online habits based on our direct-to-the browser notifications.
- The company was recognized for their diligence in customer communication.
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