Trends
Internet service providers (ISPs) are operating in an increasingly competitive landscape. Some are reacting. Some aren’t.
By: Brad Randall, Broadband Communities
When it comes to ISPs, customers expect excellence, not just connectivity, and service providers who don’t meet the bar will find challenges succeeding.
That’s according to RouteThis CEO Jason Moore, whose company offers a solution that helps ISPs optimize the installation, repair, and support for Wi-Fi systems.
Speaking with Broadband Communities shortly before the turn of the new year, Moore said he is optimistic about some emerging trends among ISPs.
“I actually think ISPs are getting faster at innovation,” he said. “And I think it’s coming out of necessity to some extent.”
From his vantage point, Moore, based in Toronto, said the market appears to be getting more competitive as time progresses.
“Whether you’re a challenger or an incumbent, you’re seeing these little flanking opportunities occurring everywhere,” Moore remarked.
He said ISPs used to just have to worry about cables in the ground when it came to competition. Now, with technology like low-Earth orbit satellite connectivity, “you’re seeing competition come from the sky, as well,” he said.
As ISPs grapple with the realities of more rivals making plays for their customers, he said how ISPs react to competition will be pivotal in determining their success.
“If someone pops up in one of your cities, and they start to deploy a kind of fiber network, it can take years to react to that,” he said. “You have to find ways to differentiate and defend that turf in a far more nimble way.”
According to Moore, an increasing number of ISPs are taking harder looks at customer service as an area where they can make potential gains.
He referenced technologies which can help ISPs identify problems during installs in real-time as one of many areas where big returns can result from a little attention.
“It’s really about getting that visibility before the customer even experiences an issue, let alone has to call support.”
He said a more competitive market is forcing ISPs to adapt innovative approaches faster.
Moore continued, saying that many ISPs are focusing on increasing their customer experiences in ways that are beyond simple investments in their network.
“That’s still wildly important,” he said. “But it’s just proving to be not enough.”
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