Skip to main content

Saving $1.5 million in Wi-Fi support costs is easier than you think

Twitter: @PaleoRunFar

It’s no secret that Wi-Fi has become required for the delivery of residential high-speed Internet and TV services. The benefit for subscribers is obvious; it allows them to use their services wherever they want.

At the same time, Wi-Fi-related issues are driving more than one-third of calls to help desks as subscribers expect to have excellent performance at all times, from anywhere, using any device.


Wi-Fi support

Cost to support Wi-Fi is soaring

One of the challenges around Wi-Fi is that most wireless access points (APs) are designed to automatically choose the settings that are best for themselves only when they power on. There is no consideration for the performance of other, nearby APs which can impact this constantly changing environment.

In a typical urban location there can be dozens of Wi-Fi networks visible at any time. Many consumers don’t know if a nearby AP is configured on an overlapping wireless channel and – even if they are aware – most are unable to diagnose and solve the issues that result. So, most consumers call the help desk.

SON to the rescue

To address these problems, Nokia has applied a set of principles and concepts from the world of cellular data networks called the self-organizing network (SON). SON is an automation technology designed to make the planning, configuration, management, optimization and healing of mobile radio access networks (RANs) simpler and faster. Nokia has applied SON principles to in-home Wi-Fi networking.

The results include a more stable Wi-Fi connection, higher average performance and fewer calls to the help desk. For a deeper dive into the technology, download our white paper:  Automated Wi-Fi Optimization differentiates your customers’ experience.

The business case for SON in $

Here’s how the Nokia SON solution can result in savings of at least $1.5 million per year, for a cable multiple system operator (MSO) with 500,000 subscribers using wireless APs:

  • Just reducing help desk calls by 10% (from 17,500/month to 15,750/month) results in savings of $31,850/month ($382,200/year), based on an average cost of $18.20/call (26 minutes x $0.70/minute)
  • Improving average handle time (AHT) by only 25% (from 26 minutes to 19.5 minutes), lowers the cost of each call from $18.20 to $13.65. Based on 17,500 calls/month, this results in savings of $79,625/month ($955,500/year)
  • Decreasing field technician deployments by 12.5% (from 1,750/month, which is 10% of the monthly number of support calls, to ~1,530/month) = savings of $17,500/month ($210,000/year), based on an average cost of $80 per truck roll
  • Realizing all three of these efficiencies at once, results in savings of more than $1.5 million/year

By applying the principles of Nokia SON technology to Wi-Fi makes the planning, configuration, management, optimization and healing of wireless APs simpler and faster. Without a solution like this, the cost to support Wi-Fi will continue to soar.

Visit our website for more on our Motive Customer eXperience Solutions (CXS) and Customer Experience for Cable Operators

Stay tuned for more on Wi-FI optimization in our upcoming blog “Please help us create a reliable, quality Wi-Fi experience.”

Share your thoughts on this topic by replying below – or join the Twitter discussion with @nokianetworks using #WiFi #Cable #VendorAgnostic #SON #BSSOSS

Bob Carrick

About Bob Carrick

As Director of Market Development for Nokia’s Cable MSO customers, Bob is focused on identifying market requirements, influencing product development cycles and building strong customer relationships. He has extensive technical expertise with TR-069 standards and is an industry-recognized PPPoE industry expert, but is most interested in building business cases that make sense for his customers.

Article tags