The iConnect product family has a multi-faceted impact on ISP costs, revenue and profitability. The following points summarise the major service and financial impacts.

Reduce Installation Costs

iConnectDial, iConnectDSL and iConnectISDN automatically connect even the most inexperienced user to their new Internet service. The customer inserts the iConnect CD and iConnect does the rest. iConnect automatically detects the operating system, customer settings, hardware and addressing then proceeds to complete the installation including setting up the user’s email, browser and desktop shortcuts. Problems are identified and iConnect assists the customer to resolve them without calling the help desk.

Cost savings include reduced help desk calls, and when calls are made, improved call handling efficiency is achieved through iConnect’s standardised error code reporting.

Reduce On-going Costs

iConnect assists with the resolution of post-installation problems and encourages the customer to use the on-line tools available to change account details etc. iConnectMonitor provides diagnostic tools that can diagnose issue that prevent customers getting connected. iConnectDesktop provides direct desktop menu links to the service providers web pages for billing, support, usage etc.

On going cost savings includes reduced help desk calls for service problem and maintenance issues and enquiries.

Reduce Call Centre Costs

Less call centre seats will be required due to reduced call volume and more efficient call handling. iConnect’s common look and feel across all operating systems reducing call centre staff training requirements.

Improve Brand Recognition

iConnect promotes the ISP brand at every opportunity during the installation process and post installation through iConnectDesktop and iConnectMonitor.

New Revenue Generation

iConnect provides the platform for the targeted marketing of new services and applications to target market segments. iConnectDesktop installs onto the customer’s desktop. The desktop menu system can be tailored for different market segments and promotes different “look-and-feel” and applications for each.

Dial-up Migration to DSL

iConnectDesktop provides an ideal marketing platform for targeting dial-up customers with new applications to encourage them to upgrade to DSL.