Today, service providers have the extraordinary challenge to manage and control multiple devices within the home, regardless of type or brand. Consider this: By 2027, there will be more than 93 million households using smart devices in the US. As the number of connected devices within the home grows, this challenge has become a mandate.
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To remain competitive, service providers must be able to control the lifecycle of multiple devices within the home efficiently and effectively or face spiraling costs and propensity of customer churn. At present, unified device management (UDM) is a critical component of any broadband provider’s operations, allowing providers to centrally manage and monitor all of the devices on their network, regardless of type or vendor. This helps improve operational efficiency, reduce costs, and deliver a better customer experience.
UDM benefits for broadband providers:
Improved operational efficiency: UDM can help providers to automate many of the manual tasks associated with device management, such as provisioning, configuration, and troubleshooting. This can free up staff to focus on other tasks and help to reduce costs.
Reduced costs: UDM can help providers to reduce costs by reducing the need for manual intervention, streamlining operations, and extending the life of devices.
Improved customer experience: UDM can help providers to improve the customer experience by ensuring that devices are always up and running and that performance is optimized. This can lead to reduced customer churn and increased satisfaction.
To help support UDM, business support systems (BSS) and operations support systems (OSS) play a vital role. They give providers the tools and data they need to automate device provisioning, monitor performance, troubleshoot issues, and secure their networks. Here’s how:
BSS and OSS systems can support UDM in a number of ways, including:
Device provisioning: BSS and OSS systems can automate the provisioning of new devices, including configuration and software updates. This can help to ensure that devices are up and running quickly and efficiently.
Device monitoring: BSS and OSS systems can monitor the performance of devices in real time. This can help providers to identify and resolve issues quickly before they impact customers.
Device troubleshooting: BSS and OSS systems can provide providers with the tools they need to troubleshoot device issues quickly and efficiently. This can help to reduce the time it takes to resolve customer problems.
Device security: BSS and OSS systems can help providers to secure their networks and devices by automating security updates and monitoring for threats.
Case Study: Spark New Zealand Centralized Device Management with ETI Platform
Spark New Zealand, the country’s largest retail broadband and wireless service provider, was managing over half a million residential gateways of various technologies operating on two different device management platforms. Neither communicated with the other and were limited in terms of providing features that would allow Spark to proactively monitor and troubleshoot their subscriber devices. This led to a “swivel-chair” experience and reliance on customer feedback when there was an issue rather than addressing the issue before the subscriber was aware of it.
Knowing that the average New Zealander uses three or more connected devices daily, Spark needed to figure out a way to consolidate device management, improve functionality, integrate with existing back-end systems, and scale to better serve current and future customers.
“We needed a flexible but powerful platform that was feature-rich and could scale quickly and securely with little to no disruption of services,” said Graham Fish, Delivery IT Integrator, Spark New Zealand.
Spark found the solution it was looking for in ETI Software’s unified device management platform. ETI’s platform allowed Spark to centralize device management and automate many of the manual tasks associated with it. This has resulted in significant improvements in operational efficiency and customer satisfaction.
Now It’s Your Turn. Take Advantage of ETI’s Unified Device Management Platform
Centralized device management: ETI’s platform provides a single pane of glass view of all managed devices, regardless of their type or manufacturer. This makes it easy for Spark to monitor device health, troubleshoot problems, and deploy updates.
Automated tasks: ETI’s platform automates many of the manual tasks associated with device management, such as firmware updates, configuration changes, and problem diagnosis. This frees up Spark’s IT team to focus on more strategic initiatives.
Improved operational efficiency: ETI’s platform has helped Spark to improve its operational efficiency by reducing the time and resources required to manage devices.
Increased customer satisfaction: By proactively monitoring and troubleshooting devices, ETI’s platform has helped Spark to reduce customer downtime and improve customer satisfaction.
Get Started
It’s time to improve unified device management and deliver a better customer experience. By automating device provisioning, monitoring, troubleshooting, and security, BSS and OSS systems can help. providers to reduce costs, improve operational efficiency, and deliver a better customer experience. Contact info@etisoftware.com to get started.
About the Author
Greg Aston - Product Director
With over a decade of telecommunication experience, Greg began in IT as a QA tester working with TR-069 device management servers, as well as software testing a self-help client for broadband customers. This progressed into involvement in the sales and development process for ETI's TR-069 solution. Today, Greg is responsible for pre-sales and deployment of ETI’s Microsoft Dynamics-based Smart B/OSS solution, providing functional consultancy across Sales, Marketing, Field Service, Customer Service, and related applications.
