Is Your ISP’s E-Commerce Game On Point? Take the Quiz! 

Increasing your subscriber base is essential for staying competitive. Is your system working for you? Find out now:  

1. How Do You Handle Customer Sign-Ups?

1. Customers must call a representative to sign up. 
2. We have an online form, but it requires manual processing. 
3. We offer a seamless self-service e-commerce system for instant sign-ups. 

If you answered A or B, you might be losing potential customers! Nearly 67% of consumers prefer self-service options over speaking to a representative. They don’t like to be put “on hold;” they want speedy responses. 

2. How Long Does It Take to Activate a New Customer?

1. A few days—we manually process service activations. 
2. Just minutes—our system automates provisioning and service activation, eliminating truck rolls for standard activations.  
3. Just a few hours—some parts are automated, but we still need manual input. 

If you answered A or C, you could be missing out on revenue! Automating service activation reduces delays and operational costs. 

3. Can Your Customers Manage Their Own Services?

1. Yes! Customers can upgrade, downgrade, and reconnect services instantly through our platform.  
2. No, they need to call customer support for any changes. 
3. Some changes can be made online, but manual processing is required. 

If you answered B or C, you may be overloading your support team! Touchless upgrades and self-service options enhance customer experience and free up resources. 

4. How Efficient is Your Billing System?

1. We manually process invoices and payments every billing cycle. 
2. Some automation exists, but manual intervention is still needed. 
3. Our billing and payment system is fully automated, reducing revenue leakage and eliminating bill cycle costs. 

If you answered A or B, your revenue flow might not be optimized! A fully automated billing system improves cash flow and eliminates costly manual errors. 

5. How Well Does Your Team Handle Customer Support?

1. We use a 360-degree customer view, allowing CSRs to resolve issues in seconds.  
2. Long call times and frequent manual lookups slow down resolutions. 
3. We have some automation, but CSRs still struggle to access customer information quickly. 

If you answered B or C, your support team may be stretched thin! A 360-degree view of customer interactions improves efficiency and reduces support costs. 

6. Is Your Sales Team Empowered to Capture Orders Efficiently?

1. Orders are taken manually, leading to errors and delays. 
2. Our e-commerce platform integrates with our sales system, allowing us to capture and process 1,000+ orders per month efficiently. 
3. We have some online tools, but they don’t integrate seamlessly with our system. 

If you answered A or C you could be missing out on opportunities! Seamless order capture boosts sales and improves customer acquisition rates. 

7. Are You Using a True End-to-End E-Commerce System?

1. We have an e-commerce interface, but key functions like billing and provisioning are still manual. 
2. Some automation is in place, but there are gaps that slow things down. 
3. Yes! Our system handles everything from sign-up to activation automatically. 

If you answered A or B, your e-commerce system might need an upgrade! A true end-to-end e-commerce solution ensures streamlined operations and better customer experiences. 

The Results are In 

If your scores were not perfect, your ISP’s e-commerce setup needs serious work. Time to upgrade your systems to attract and retain customers. 

If you got a few wrong, you’re on the right track but still facing bottlenecks. Optimizing your e-commerce and automation can make a huge difference. 

Perfect score: Congrats! Your ISP is a digital powerhouse. You’re leveraging automation and e-commerce effectively to drive growth and cut costs.