Communications

Upsell customers by monitoring performance against service level objectives.

Increase average revenue per user (ARPU) by identifying and acting on upsell and cross-sell opportunities.
Boost customer satisfaction and retention rates by proactively addressing service level breaches and offering relevant upgrades.
Improve service quality with continuous monitoring and analysis and adherence to SLAs.

Use case summary

Analyse broadband service performance against predefined Service Level Objectives (SLOs) such as bandwidth, latency, packet loss, jitter, uptime and error rate. Identify upsell opportunities by determining if the current service level meets your customers' needs and where an upgrade could improve their experience and trigger a recommendation.

Industry

Communications

Salesforce products used

Data Sources Used

Broadband Circuits Performance Data

Bandwidth/ Throughput

Latency

Apply Insights and Predictions

By bringing together the data sources referenced in this use case, teams can build calculated insights or run predictive models with Data Cloud that will allow them to make smarter decisions or power new automations.

Calculated Insights	Build insights like service health scores that analyse vast amounts of SLO data. Identify trends and anomalies to determine if service levels are not meeting the predefined objectives, such as consistent bandwidth overuse or high latency periods. Provide agents insights regarding where specific service levels are not meeting the predefined objectives, such as consistent bandwidth overuse or high latency periods.
Predictive Models	Project potential service level breaches which can be used to notify technical support and address the issue proactively.

What’s the impact?

Increased Revenue

Enhanced Customer Satisfaction and Retention

Improve Service Quality

Increase Operational Efficiency

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