How ISPs can hit a home run with user services

How ISPs can hit a home run with user services

Jason Walls (QA Cafe), BBF Work Area Co-Director of Broadband User Services (BUS) on how service providers should approach the smart home as a value-added service and how Broadband Forum’s new Smart Home Project is helping to pave the way for success.

As consumers increasingly adopt smart devices and services to create a more connected and intelligent home, there is a significant opportunity for broadband service providers to add value to their subscribers by offering a seamless, operator-grade smart home experience.

Broadband Forum’s new Smart Home Project Stream is defining the requirements and overall ecosystem for such an experience, enabling service providers to harness this emerging market fully, leveraging the BBF’s flagship standards and unique insight into the needs of service providers.

Why are ISPs the ones to take control of the smart home?

Service providers are ideally positioned to take control of the smart home market for several reasons:

1. Ownership of existing infrastructure: Internet service providers (ISPs) already supply the critical infrastructure that enables smart home devices to function, such as high-speed internet connections and Wi-Fi networks. This puts them in a prime position to build upon and extend these services to create a more seamless smart home experience.
2. Service and support: Since connected devices rely on the ISP’s network, ISPs are already the ones who end up fielding support issues regarding poor network connectivity, security, and privacy concerns.
3. Technical expertise: ISPs possess the necessary technical expertise to manage and support the complex requirements of smart home devices and services. This expertise can be applied to ensure a high-quality and secure experience for their subscribers.
4. Economies of scale: ISPs can benefit from economies of scale, as they already manage large-scale networks and customer bases. This can help to reduce the costs of entering the smart home market and enable providers to offer competitive pricing to their subscribers.
5. Opportunity for differentiation: As the smart home market becomes more saturated, ISPs can differentiate themselves by offering a truly operator-grade smart home experience. By leveraging their existing infrastructure, technical expertise, and trusted relationships with subscribers, ISPs can stand out from the competition and establish themselves as leaders in the smart home space.

The opportunity for service providers

ISPs are uniquely positioned to leverage the smart home trend, as they already provide the critical infrastructure that enables smart devices to function. By offering value-added services centered around smart homes, providers can not only differentiate themselves in the market but also build deeper relationships with their subscribers.

Some of the potential benefits of entering the smart home market include:

1. Increased customer retention: By offering an integrated smart home experience, service providers can demonstrate significant value attached to their brand and overall customer relationship. This, in turn, through greater customer satisfaction, can help to reduce churn rates and be the gateway to future incremental revenue.
2. New revenue streams: As smart home adoption grows, providers can capitalize on new revenue opportunities by selling smart devices, subscription-based services, or platform-based monetization models.
3. Enhanced customer satisfaction: Providing a seamless, operator-grade smart home experience can lead to higher customer satisfaction and a more positive brand perception.

Broadband Forum’s Smart Home Project Stream: a path to success

To help ISPs navigate the complex smart home ecosystem and deliver a superior experience to their subscribers, Broadband Forum has introduced the Smart Home Project Stream under the Broadband User Services Work Area.

This initiative aims to define the requirements and ecosystem for an operator-grade smart home, focusing on the following key areas:

How to get involved

The smart home market presents a significant opportunity for ISPs to add value for their subscribers and generate new revenue streams. By leveraging their existing infrastructure and technical expertise, service providers are ideally positioned to take control of the smart home market. Broadband Forum’s new Smart Home Project Stream is a valuable resource that can help providers define the requirements and ecosystem for an operator-grade smart home experience, enabling them to harness the full potential of this rapidly growing market.

Broadband Forum members can get involved through the Broadband User Services Work Area. Non-members can also consider joining the Forum or request guest access to our interim calls or quarterly meetings.

Get in touch at https://www.broadband-forum.org/about-bbf/contact-us to learn more about getting involved.