by Bhaskar Banerjee & Steve Kirstein, OnProcess Technology, Inc.
The higher bandwidth and higher speed that are now available to Cable/Broadband and Telecom companies is allowing them to create many interesting products for what is quickly becoming a “connected” or “smart” home.
While home security and monitoring are initial offerings in this context, the next phase of this development will be more household products that can be controlled digitally – for example, turning on the ice maker in the refrigerator, remotely using your broadband connection or turning your dryer on just before you leave work in the evening.
The Cable/Broadband/Telecom/Satellite operators either are, or will soon create and introduce, similar innovative solutions for businesses as well. Industry-specific solutions that make use of the “pipe” with a much bigger bandwidth are either already available or will become available from most operators.
So, what’s the problem?
In their enthusiastic sprint to launch these services and capture market share, many of these companies are spawning new businesses on top of their existing business lines, and in many cases using the same or similar support infrastructure. As a result, there is significant exposure to service gaps, systems and reporting problems and scalability challenges. All of these can cause unforeseen operating and capital costs, as well as negative customer experiences which damage the overall brand and can cause defections.
With complex technology-based service products, there are always hurdles in the form of activation, installation, customer service handling and customer education. These challenges already vex providers of relatively mature subscription-based services; for brand-new technologies they represent even more daunting concerns.
We believe that these emerging businesses will need reliable partners who can support them in this growth process. Proactive customer education and rich customer experience would be key to the success of these businesses. The ability to scale back-office support and field support will be critical as well.
OnProcess Technology’s SSCO suite of service products are geared to enable the growth of these emerging businesses. By making use of our CE360, Triage360, Dispatch360 and RL360 solutions, companies can make the decision to partner with an experienced organization in Broadband, Wireless and Satellite industries. We are already helping several major players in their new offerings to ensure successful product launches, rollouts and scale-ups.