EXPANSIONS CONTINUE TO DRIVE NEW BUSINESS IN Q2

As was true in Q1 of this year, ISP growth in subscriber numbers drove new business for PerfTech in the form of added license packages and additional equipment sales. During Q2, PerfTech received orders from four members of its ISP customer roster as follows:

  • Nearly 700K licenses were purchased in total in separate orders by a top-tier, a mid-tier, and a regional operator

  • 3 new PerfTech Directors were purchased by a top-tier telco to expand their existing system

While license and equipment purchases fueled revenue, coronavirus fueled much new messaging activity: our ISP clients were busy reaching out to subscribers to offer relief in the form of waived usage and late fees and special offers to essential workers. PerfTech’s in-browser messaging system proved to be nimble and quick, as record-low turnaround times to change message verbiage and campaign schedules were completed.

ANNUAL NOTICE CAMPAIGN GETS BIG RESPONSE YET AGAIN

Following its successful use in prior years, PerfTech’s in-browser messaging is the engagement platform of choice for one regional ISP’s annual campaign to convey the operator’s updated policies of use and, importantly, to register subscriber acceptances.

The two-part message first asks if the recipient is the holder of the ISP account. If so, another frame includes a link to view the annual notifications, and buttons for the recipient to accept the terms or to be reminded later. If the recipient responds that they are not the account holder, or if they are but choose to be reminded later, the message is scheduled for a repeat delivery at a later time. In the first 20 days, approximately 75K subscribers received the in-browser message, and so far, 65.7% of those affirmed that they were the account holder. Of those account holders reached so far, responses are: Read more . . .

ISP REACHES OUT TO COVID-AFFECTED SUBSCRIBERS

Even before the COVID pandemic, Americans considered Internet access an indispensable utility.  Now, the virus has underscored its necessity; broadband is key to at-home work, school, doctor visits, and other critical services and information.  With many people furloughed, ill, or otherwise impacted, one mid-tier ISP decided to reach out to late bill payers who may be experiencing a COVID-related hardship.  Using PerfTech’s in-browser messaging platform, the ISP sent a message to this group offering hardship-related payment options, including buttons to pay-online or to call-us-to-discuss.

The message campaign ran for 10 days during which time 7.3% of recipients took immediate action; 5.4% chose a pay option online, while 1.9% chose to phone in to discuss how to continue service.  While the results imply only a small percentage overall had been affected, the mere act of reaching out demonstrated the ISP’s commitment to supporting subscribers facing a virus-related hardship, a plus for the ISP’s public relations.  

QUICK STATS: 90% USAGE ALERTS HELP SUBS AVOID EXTRA CHARGES

As of January 31, 2020, Canada’s RTC (Radio and Telecommunications Commission) put in place new guidelines to help reduce consumer bill shock related to charges for excess data usage. While many ISPs were notifying for 75% and 100% usage, an interim alert closer to the limit was desired. Two of PerfTech’s large Canadian ISP customers needed to extend their communications to include a 90% alert. Fortunately, PerfTech’s in-browser messaging system can create new and/or modify existing message content in a matter of minutes. Even adding time for review and testing in both French and English, both Providers were able to implement the new 90% alerts in minimal time and far ahead of the January 31 deadline. Read more . . .

ISP MODEMS BACKLOGGED; SAYS MESSAGING “TOO SUCCESSFUL”

In-browser, modem-swap messaging campaigns comprise one of the most frequently launched use cases by PerfTech’s ISP customers. Reaching subscribers with the news that they are due for a modem upgrade to improve broadband performance has become an almost daily communication need. Because there is always a physical action involved in this type of campaign—the old modem may need to be dropped off, the new one picked up, ordered, shipped, or self-installed--most ISPs tackle modem-swap messaging in staggered delivery windows and market by market, anticipating some level of subscriber procrastination. Read more . . .