 Extending the “customer-centric” visibility into the customer’s home provides for a dashboard attuned to customer satisfaction issues, which ultimately drive customer churn.
[ Use Case ]
Tracking customer activity at the viewing level offers the service provider a potentially new revenue opportunity by marketing viewer metrics to advertisers and the networks.
The executive dashboard offers a comprehensive “customer-centric” view of the service. It provides snap-shots encompassing critical customer satisfaction issues, churn correlated with service indices, and campaign performance.
In addition, ExecVu::
- Detects issue patterns and correlates them to key operational metrics (call volume, churn, trouble tickets, etc.).
- Correlates customer behavior to video service performance.
- Evaluates customer satisfaction of functionality upgrades or content changes.
- Measures customer response (help desk calls, etc.) after a system outage
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Contributing to the Business:
- Reduces churn
- Accelerates time to market
- Improves effectiveness of market campaigns
- Benchmarks continuous improvement
- Creates new revenue opportunity to market stats / user activity metrics
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