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Solution Snapshot: Subscriber Acquisition
Integrating a Large Number of Newly Acquired Customers to your Network
As the business landscape continues to change, Internet providers are merging and acquiring one another. The conversion of customers from the old system to the new, if not communicated and managed effectively, leads to confusion and churn.
A large telephone company recently acquired another provider in the same region. Management wanted to insure that the new customers were quickly and effectively integrated into their network. They also wanted the new customers to look upon the new company as their preferred provider. In order to assimilate the new customers, billing processes needed to be changed and at several locations, new modem firmware updates were required.
Realizing that email, postal mail and phone calls were costly and ineffective at getting the attention of and interacting with their customers, the provider looked to Front Porch to provide the solution.
Front Porch assisted the provider in delivering welcome messages directly to the customer’s browser immediately following the merger. These messages informed the customer of the transition and provided timely and helpful information on required system changes.
A second set of in-browser notifications explained in simple steps how the new billing system worked and provided customers with links that helped them convert to the new billing system.
Only customers affected by the modem change were targeted to receive a message with instructions for updating their modems.
Customers were informed of the transition and required tasks to continue service, greatly reducing the call center burden. Churn during the transition was significantly below the normal rate. The provider received several letters of thanks from satisfied customers, for their communication efforts.
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