Subscriber Care Messaging

Application Name: Subscriber Care Bulletin
A popular use of Bulletin System is to keep subscribers informed of events that affect any of the Provider services to which the customer subscribes.

Subscriber care messages convey, for example: scheduled service outages, advisories on technology updates, needed modem swaps, changes to service policies, virus alerts, acknowledgement of federal compliances (such as for E911), subscriber satisfaction surveys, or collections notices. As an example, one cable Provider sent all subscribers a message explaining their support calls were being redirected temporarily while its Houston-based call center was evacuated for Hurricane Rita.

Benefits:

• Informs subscribers beforehand of potential service interruptions
• Reduces frustration due to unforeseen issues
• Promotes subscriber satisfaction and loyalty
• Educates subscribers on frequent technical questions; many then fix their own problems
• Reduces call-center loads, especially alleviates the spike after a service event
• Reduces the cost of communicating legally-required information to the consumer
• Informs subscribers of potential service agreement violations with suggested remedies
• Encourages faster adoption of needed technology updates, making for a more efficient network operation