The first interaction a new broadband customer has with a provider is serviceability: The customer lands on the provider’s home page and enters the address to see if the provider serves that location. How a broadband provider’s system responds to that inquiry determines whether – and what – the customer can order. Many providers struggle to know the complete and accurate location descriptions of their network, and their systems struggle with managing the experience-layer and serviceability-layer relationships to the logical and physical layers of the network.
While most providers strive for accuracy to the specific address, their serviceability data is troubled by errors in the network data, a lack of address standardization, incomplete entries of serviceable streets or buildings, or poor data cleansing. Data mismatches to what the prospective customer enters can be as high as 30%.
The best providers, however, handle that first interaction of serviceability with aplomb. They have a digital twin of their physical and logical infrastructure, leverage address standardization, and enforce data integrity throughout their B/OSS systems. They use this data and sophisticated software to manage their inventory so that it serves the needs of the business, from that first interaction of serviceability, to automated provisioning, to network capacity management.
From a customer perspective, a successful first interaction that quickly returns an accurate presentation of products and services that are available to them makes for a smooth entry into their exploration and ordering. It’s a positive impression that can last for years.
If you work at a broadband provider that struggles with your serviceability and your inventory management, hit the Request a Demo button below and connect with us. Constellation SaaS provides the serviceability and inventory management you need with multidimensional visibility and relationships across the experience, serviceability, logical and physical layers. This is critical for you to grow and operate at scale.