RiskView® Tutorial:
Selling Assurance “Quad-Play”
July 2012
Robert Cruickshank
CEO
robert.cruickshank@rev2.com
+1-703-568-8379
Evan Birkhead
VP Marketing & Sales
evan.birkhead@rev2.com
+1-908-910-6988
Assurance Quad-Play Sales Goal

MSOs without ARRIS Assurance


MSOs with some ARRIS Assurance


Sell all-four Quad-Play solutions
Sell missing Quad-Play solutions
Sell best fit solution(s) to meet MSO needs

Set stage for additional sales of missing Quad-Play solutions
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Selling the Message

Get Familiar with Assurance Quad-Play & RiskView’s role


Assess MSO Assurance Need


Does MSO have Assurance Products: SAA, EA, WA, Others?
Have Enrollment Conversation to Gauge MSO Interest


www.rev2.com/arris-resources/ : Videos, Info Sheets, Case
Studies
Goal: Selling opportunity via:
 1) Webinar, 2) in-house Demo, or 3) other next steps
Follow-up with Sales Package based on MSO Assurance
Needs
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Get Ready for Customer Facing: About RiskView

How Assurance Quad-Play works together – Next Slide

Description of each Assurance Solution – ARRIS & Rev2

RiskView Service Outage Analytics Video


https://dl.dropbox.com/u/42856417/Rev%202%20Video%201%20Edit%204.wmv
RiskView Service Outage Analytics Demo

https://dl.dropbox.com/u/42856417/Rev%202%20Short%202%20Hi%20Def.wmv

Savings Model

Deployment Steps

Feedback – What you didn’t get, what else you need…?
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From Automated Outage Notification to Repair
5
Financial Impact
Analysis
Rev2 RiskView® provides service outage analytics that
enable prioritization of infrastructure issues based on their
financial impact.
Performance
Management
Proactive Outage
Management
EventAssure declares
an outage
Event with an
Network
automated
suspected
atnotification
for a0Work Order
Node
WorkAssure creates the
work order and
acknowledges with the
assigned job ID
Workforce
Management
Automated Outage
Interface
Common Data Collection
CMTSs and CPEs
EventAssure
determines all
devices offline
behind Node 0
Common
Periodic Data
Collection for
Performance
and Outage
Information
The tech is dispatched and notified via
his handheld of the outage details
WorkAssure powered
Field Tech
WorkAssure determines
the best resource to fix
the issue (skillset,
distance, equipment etc.)
The tech fixed the outage and closes
the job on his handheld.
Prioritizing undetected outages
• In real-time analysis, small and
intermittent issues/outages may not
exceed thresholds
• Issues may be missed for extended
periods
• Some issues are precursors of larger
outages
GOOD NEWS: Clues clearly point operations teams to
issues and concentrations of outage risk.
CHALLENGE:
Clues are needles in voluminous haystacks
imprisoned in disparate databases.
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Systematically correlate multiple inputs over time




Call Center
 Connectivity Calls & Repeats
WorkAssure
 TC = Service Calls & Repeats
 EC = Refer to Maintenance
 DI = Voluntary Disconnects
 Biz/Residential, 1/2/3 Services
Maintenance Activity
 Planned, Demand
SAA ServAssure Advanced
 Hourly Degraded CMs
 US/DS Errors/SNR/Power/Util
 On/Offline, Node Combining
Connectivity
Calls
Failed
Telemetry
Field
Activity
Find & Fix More Issues,
Reduce Calls, TCs, Disconnects
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RiskView data warehouse architecture
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Problem resolution layered over your services
The outliers represent
the most material risks.
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Example Study
Parameters of Blind Comparison Study by Maintenance Department
•
1,000,000 subs in Region | 25,000 HFC miles | 180 technicians | 15 supervisors | 4 managers | 1 director
•
7,500 nodes in 3,000 DOCSIS Serving Groups (combinations of nodes)
Hypothesis

[operating cost without Automation – operating cost with Automation] = Quantifiable Savings
Data Inputs/Outputs

Business as Usual “Control Group” (BAU): Inputs from 10 different systems in four categories:
1. Connectivity Calls
2. Service Truck Rolls
3. Telemetry (ARRIS ServAssure, Home Grown Telemetry)
4. Preventative and Demand Maintenance Activities

“Experimental Group” (EG): Correlation and outage analytics of all above BAU data inputs
Departments Impacted by EG Discovered Issues
•
Service Department focuses on Non-Area Issues
•
Maintenance Department focuses on Area issues
Operating Cost Savings
• Savings Method
•
Correlated across DOCSIS Serving Groups then Alerted on unusual costs
• Base Weights applied
•
•
Reputational cost was used to Trigger HFC Maintenance Alerts
= Calls + (2*TCs) + RepTC + (3*ECs) + (2*DI) + CHG + TRB + Up&Down(Err + SNR +
Power + Resets)
During Alert Periods, 25% of Financial operating cost was used to calculate savings
= $0.55/min Calls, $60 TC and DI, $100 EC, CHG, TRB (set by MSO)
• Example of Savings for a single Node on Next Slide
•
•
•
Alert Period
= Prior Day RepCost >=15 AND (Same Day OR Next Day RepCost >=10)
Total Operating Cost
• $3,228 = 71 Calls + 24 TCs +2 EC + 12 DI + 1 CHG + 2 TRB
Potential Savings based on Alerts driving earlier maintenance actions
• $411 = 7.5 Calls + 2.75 TCs + 0.25 EC + 1.5 DI + 0.25 CGH + 0.5 TRB
• Projected Annual Savings: $0.35 - $0.40 per Sub per year
Typical Serving Group, Node and Street Behavior
18-Day | Total Fin Cost: $3,228 | Potential Cost Savings: $ 411
Next Steps…
Include “Other” Savings in Model
•
Lingering Issues – don’t cross threshold (yet) but create issues
•
•
Example: Trigger Alert based on accumulated cost over 3-days
Customer Experience / CLV
•
•
Knowing Value of Customer helps quantify savings of prevented Disconnects
CLV = Present Value of (ARPU – COGS - Care Costs); Lower Care = Higher CLV
Customer Type
ARPU
Churn
CLV
Analog
$45.00
2.50%
$222
Digital
$67.00
3.00%
$599
Video/Data
$100.50
2.00%
$2,057
Video/Phone
$93.50
2.00%
$2,062
Data/Phone
$71.00
2.00%
$1,790
Triple Play
$133
1.00%
$5,642
Triple Play
$133
2.00%
$2,972
Customer Lifetime Value Model: Dr. Ron Rizzuto
Transactional Savings Impact on P&L (Proforma)

Maintenance Department: Additional Work
16K
-4K
= 12K
$1.2M

Service Department: Reduce Contractor Head Count



Approx 50% of Installs performed by Contractors @ $60.00
As TCs are reduced, Staff do “would be contracted” installs
$900K Saved 15K TCs/year @ $60
$360K Saved 6K Disconnects/year @ $60
Call Center: Reduce Capacity with normal
staff attrition
$320K

Preventative Maintenance Actions Created
Saved Tasks/year (2.5K ECs + 0.8K CHG + 0.7K TRB)
Net New Preventative Maintenance Actions/year
Cost due to additional Tasks @ $100 each
40K Calls/year @ $8
Summary: $380K
Saved per Year for 1M Subs
Deploying RiskView at Cable MSOs

Start Single Server: Gather, Process, Display UI, Email Reports



MSO Provides: a) Standalone Hardware, or b) WMware Machine
 Microsoft Windows Server 2008 R2 64-bit
 64-bit processor, 32GB RAM, 500 GB SATA @ 7200 RPM
Rev2 Provides and Remotely Configures all Software
 Microsoft .NET Framework 4, SQL Server 2008 Enterprise R2 64bit, ActivePerl 5.12+
Connect Data Sources: Customer Care, Field Service & NOC


MSO Provides: a) IP Addresses for “Pull”, or b) Push Daily Files
Rev2 Provides: Specific Data Fields and Collaboration on Queries
 Call Center: Connectivity Calls
 Service Department:


Maintenance Department


TC-Truck Rolls, EC-Escalations to Maintenance, DI-Volun Discos
Preventative & Demand Maintenance
NOC: ServAssure, Telemetry
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Typical Data Sources and Fields
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Thank you!