Next generation operating model for the Digital Home can reduce broadband operator technical customer care cost by 20%

A recent SoftAtHome customer case study shows that the total cost of customer technical support for broadband related issues costs more than 20 Euros per year and customer. As more and more devices are getting connected in the home this cost will increase. With a next generation operating model the SoftAtHome study shows that you in one year can reduce the cost by customer by almost 4 Euros (20%). Half of this gain can be achieved by reducing the equipment swaps and interventions in the home. Some of the enables are:

·      A QoS/QoE monitoring tool to identify issues within the complete digital home, providing the operations and call centers with KPIs with aggregated and detailed information about all devices in the home

·      Digitalization using mobile devices to support the consumers in solving issues by themselves is already a very common, though the TV screen has so far not been exploited to its full potential.

·      Smart Wi-Fi clients in all operator controlled devices (Home Gateway, Set Top Box and Wi-Fi repeaters/extenders). The QoS of the LAN can be operated and managed by dedicated people, just the same way as the QoS of the WAN is operated.

A key challenge to rape the full potential is to align the approach across different organizational units including TV, Broadband and SmartHome. As McKinsey mention in its article "The next-generation operating model for the digital world", senior leaders have a key role to drive the change to the next generation operating model for the Digital Home