Radialpoint Optimal Service Experience™

Radialpoint's experience in launching successful programs with ISPs for over a decade has shown that launching a security, backup and sharing, premium support or other value added service offering is the start of a multiple quarter long effort to drive subscriber awareness, purchase, activation and usage. A key element of Radialpoint's managed service offerings is our ability to help define, deliver and manage an Optimal Service Experience™ (OSE™) for your subscribers.

Our OSE™ framework addresses the complete subscriber lifecycle from new product awareness to support and enhancement, to establish a repeatable service delivery process as the ISP's portfolio of services grows.

Illustrated in the interactive graphic below, each point in the clockwise flow of the OSE™ describes a critical stage in the delivery of a service.

The OSE starts with service awareness and helps the ISP implement the delivery of rich targeted educational messages direct to subscriber's desktops to encourage purchase, activation or usage. The service subscription phase focuses on optimizing the activation process reducing the number of steps asked of the end-user - as a result reducing breakage for the ISP. The difference between downloading and actually installing a service continues to elude a great many users. Our methodologies and best practices are utilized to help our ISP partner significantly improve subscription fulfillment and adoption rates which result in reduce support costs.

Using a simple, unobtrusive desktop agent, Radialpoint provides the ISP a platform to message on service use (activation, updates, cross-sales opportunities) and provides an on-going presence to the user that enhances subscription value. Radialpoint's methodologies and application program interfaces (API's) allow for easy subscriber billing capabilities that are directly integrated with the ISP's own payment systems. By viewing the customer experience from end-to-end, the ISP can avoid the traditional increase in support costs associated with rolling out new services. Lastly, the Radialpoint technology platform helps the ISP seamlessly transition from old service versions to new and educate users on the latest service enhancements - providing a simple way for users to upgrade, helping the ISP to substantially avoiding service churn.