Broadband | Go-To-Market Strategy | Helping broadband providers escape commoditization
One of the quickest ways to bring efficiency to your broadband support operation is to standardize AS MUCH AS POSSIBLE. Your service offerings. Your support processes. The technology you use. Your new employee training. Your customer onboarding. Your team structure. All of it. When you standardize, you eliminate a TON of questions and guesswork that your team has to go through to begin troubleshooting and helping customers. It sounds elementary, but you'd be surprised how many BSPs lack standardization in multiple (or all) areas listed above. #broadband #ruralbroadband #sethtalks
Stephen Morris
1mo
Totally agree. Many BSPs started small and added broadband as a sideline to what was their main business. Thus, old structures not optimized for customer growth and evolving service offerings have been kept. Clarity is the point of standardization- clarity in processes, priorities, accountability, in offerings- so that the customer, customer service people, and management can easily grasp the value. Too often, management is unclear because we try to be too nice and customize a plan for everyone. Apple has proved this is ot the way to excellence.
Director of Marketing & Communications at SecureNet
2moVery true. One of our biggest struggles has been standardizing all of our processes and has been the reason for my push to keep pricing and offerings standard across all markets. It's a win-win for everyone!