Digital Home Services: Carriers, Retailers, and the Customer

Table of Contents

1.0 Notes on Methodology and Overview of this Report

• 1.1 Consumer Data
• 1.2 Definitions
• 1.3 Why Digital Home Services and Why Now?
  • 1.3.1 Customer Satisfaction as a Key Metric
  • 1.3.2 Customer Care in New Areas
  • 1.3.3 Knowledge Databases as Key Solutions
  • 1.3.4 Goals of this Report

2.0 The Digital Home: Opportunities and Challenges

• 2.1 Service Providers and the Digital Home
• 2.2 The Increasing Complexity of the Digital Lifestyle
  • 2.2.1 Where is the Consumer Pain?
  • 2.2.2 The In-Scope/Out-of-Scope Problem
• 2.3 Digital Home = "Do-It-For-Me"?
  • 2.3.1 The Purchase Process Grows More Complex
  • 2.3.2 Consumers and their Do-it-Yourself Mentality
  • 2.3.3 Consumer Purchase Trends Key in on Additional Support Needs
  • 2.3.4 Installation and Support Needs for the Digital Home

3.0 Requirements for Enhancing Digital Home Customer Care

• 3.1 Embracing the Entire Customer Support Value Chain
• 3.2 Identifying Key Solutions
  • 3.2.1 Installation/Configuration/Management
  • 3.2.2 Remote Management Solutions (RMS)
  • 3.2.3 Preventative Maintenance/Automated Fixes
  • 3.2.4 Metrics-driven Solutions
  • 3.2.5 Home IT Support

4.0 Enhancing Customer Care: Emerging Opportunities

• 4.1 Security Improvements
• 4.2 Automated Diagnostics and PC Performance Enhancements
• 4.3 Storage and Backup Services
• 4.4 Home Network Configuration and Management Tools
• 4.5 Remote IT Support
• 4.6 On-site Technical Support
• 4.7 Installation, Configuration, and Training Services
• 4.8 Digital Home Advisor Services
• 4.9 Value-added Services: Attaching Applications to Connectivity

5.0 Forecasts: Digital Home Support Services

• 5.1 Home IT Support (Remote and On-site)
• 5.2 Home PC Installation and Set-up

6.0 Conclusions and Recommendations

• 6.1 For Service Providers
• 6.2 For Retailers and Home IT Support Companies
• 6.3 For Digital Home Product Vendors

• Background into Research
  • Understanding the Problem at Hand
  • Research Goals
  • Overview of the Research
• Topline Recommendations
  • Which Solutions First?
  • Targeting Early or Later Adopters?
  • Multimedia Habits and Interest in Enhanced Internet Services
• Key Findings
  • Driving Broadband Satisfaction
  • Internet Security
  • Additional Broadband-related Value Added Services 20
  • Interest in Automated PC Maintenance Functions: "Dashboard" Solutions
  • Interest in Subscription-based Monitoring, Protection, and Customer Service Solutions
  • PC and Internet Problems: How are they Resolved?
  • Home Networks
  • Recent and Planned Purchases: The Role of Installation and Support Services

• Remote IT Support
  • Ask Dr. Tech
  • BT - Home IT Call and Home IT Install
  • Geek Squad
  • HiWired
  • Netopia (Motorola)
  • PlumChoice
  • SingleClick Systems
  • support.com
  • Tech24
• Help Desk Remote Support Solutions
  • BOMGAR™ (Formerly NetworkStreaming)
• In-Store/On-site Tech Support (National)
  • Best Buy
  • ctrlcenter™ (OfficeMax)
  • DigitalPlumbers (U.K.)
  • EasyTech (Staples)
  • Firedog (Circuit City)
  • TechPro (CompUSA)
• In-Store/On-site Tech Support (Regional/Local)
  • GeeksOnCall
  • GeeksOnTime
  • OnForce
• Carrier Provisioning/Management/Help Desk Solutions
  • 2Wire Inc.
  • Friendly Technologies
  • Motive Inc.
  • Netopia Inc. (Motorola)
  • Nokia Siemens Networks
  • Peak8 Solutions
  • SupportSoft
• Diagnostics/Dashboards
  • GoldenRAM
  • inPC-IT (U.K.)
  • Microsoft (Windows LiveTM OneCareTM)
  • Trend Micro Inc.
• Residential Gateway Solutions
  • 2Wire Inc.
  • Ashley Laurent (Cisco Systems)
  • Jungo Software Technologies (NDS Ltd.)
  • Texas Instruments
• Home Network/Consumer Electronics Management Solutions
  • Friendly Technologies
  • Enure Networks
  • Gteko (Microsoft)
  • Nexort Corp.
  • Pure Networks
  • Sereniti Inc.
• Home Network Management/Security Hardware
  • Bsecure Technologies
  • Pie
• Wireless Home Network Configuration Software
  • Affinegy LLC
  • McAfee Inc.
  • SingleClick Systems

• Source from Which Home Networking Equipment was Acquired
• Service Provider Deployment: Digital Lifestyle Services
• Key Statistics: Consumer Technology Pain
• Key Statistics: Home Networking Offers Frustrations
• Average Time for DIY Home Technology Resolution
• Key Home Technology Problems
• Broadband Service Providers: Call Center Metrics
• Cost Analysis: Home Networking Support for BSPs
• Customer Support Costs: BSPs and Home Networks
• Convergence Can Bring Complexity!
• Product Reviews and Consumer Information as Critical Educational Resources
• The Purchase Process for Digital Televisions
• Percentage of Product Owners who Sought Advice from Friends and Family Before Making Purchase
• Who Installed Home Networking Equipment?
• Recent Purchases, by Category: Support Features Purchased
• Recent Product Purchases: Warranties Purchased
• Next PC Purchase: Likelihood of Buying Support Features
• Which Customer Support Features of CE Products Might Influence a Particular Brand Choice?
• Next CE Product Purchase: Likelihood of Professional Installation
• Key Categories and Solutions: The Customer Support Value Chain
• CPE Installation/Configuration/Management Solutions
• Remote Management Features
• Remote Management Vendors
• Frequency of PC Maintenance Functions
• Companies with Preventative Maintenance Solutions
• Devices Connected in Home Networks
• Residential Gateway Solutions
• Major On-site Tech Support Services
• Remote Support Service Players
• Customer Support as a Value-added Differentiator
• Digital Lifestyle Applications Categorized
• Consumers and Internet Security: Quick Stats
• Willingness to Pay for a Third-party Security Suite
• Frequency of PC Maintenance Functions
• Interest in Automating Routine PC Maintenance Functions
• Interest in an Online Storage Solution
• What Additional Offerings are Important in Considering a Home Networking Offer from a Broadband Service Provider?
• Consumers and Remote IT Support: Quick Stats
• Interest in Subscription-based Troubleshooting Services
• Willingness to Pay for Unlimited Technical Support
• Interest in Professional Technical Support for Digital Home Problems
• Consumers and On-site Technical Support: Quick Stats
• Consumers and New Product Purchase Support: Quick Stats
• Consumers and Digital Home Advisor Services: Quick Stats
• In What Ways Would Professional Home Networking Technical Support be Most Helpful?
• Key Assumptions: Home IT Tech Support Forecasts
• Remote and On-site Home IT Support: Key Assumptions
• Annual Revenues: Home IT Support
• Home PC Installation and Set-up Services: Key Assumptions
• Annual Revenues: Home PC Set-up Services
• Annual Revenues: Digital Home Support Services

• Consumer Needs for Managing the Digital Home
• Overall Interest in Digital Home Management Services & Solutions
• Interest in Digital Home Management: Newer Broadband Subs and Intenders
• "Concerned" with Internet Security Threats: By Length of Time Respondents have had Broadband
• Willingness to Pay for Optimized Internet Service for Entertainment
• Interest in an Online Storage Solution: By Monthly Multimedia Habits (U.S.)
• U.S. Broadband Customers: Rating Satisfaction with Provider
• High and Low Satisfaction: U.S. Broadband Carriers
• Broadband Service: Important Factors in Driving Satisfaction (U.S.)
• Factors Influencing Satisfaction with Broadband Provider: Top Five (U.S.)
• Respondents Experiencing Security-related Maladies
• Percentage of Respondents Concerned with Internet Security Threats (U.S.)
• Percentage of Respondents Very Concerned with Security Threats
• Profile of Respondents Concerned about Internet Security Threats (U.S.)
• What Internet Security Solutions are Used?
• Percentage of Respondents Using ISP-provided Security Solutions
• Rating Internet Providers on Responsiveness to Security Issues
• Rating Individual Internet Providers on Responsiveness to Security Issues
• U.S. Internet Users Offered/Accepted Internet Security Services from ISP
• Figure 20 Interest in Security Service Suite
• Interest in a Suite of Internet Security Services from Third-party Provider
• Willingness to Pay for a Third-party Security Suite
• Would the Availability of Security Services Influence the Selection of a Broadband Service Provider?
• Respondents' Attitudes Regarding Internet Performance (U.S.)
• Respondents' Attitudes about Internet Performance, by Carrier
• Willing to Pay for Optimized Internet, by Multimedia Activities
• Interest in a Third-party Online Storage Service
• Interest in Online Storage Solution from Third-party Provider: By Monthly Multimedia Activities
• Willingness to Pay for an Online Storage Solution
• Frequency of PC Maintenance Functions
• Interest in Automating Routine PC Maintenance Functions
• Interest in Subscription-based Troubleshooting Services
• Willingness to Pay for Unlimited Technical Support
• Willingness to Pay for Software and Support
• Willingness to Pay for Whole-home Protection Service
• Would a Computing Maintenance and Monitoring Service Influence the Selection of a Broadband Service Provider?
• Home Technology Problems Reported (U.S.)
• Major Categories of Home Technology Problems
• How were Internet Security Problems Resolved?
• How were Internet Performance Problems Resolved?
• How were Home Computer Hardware/Software Problems Resolved?
• How were Peripheral Problems Resolved?
• How were Home Networking Problems Resolved?
• How were PC Set-up and Configuration Problems Resolved?
• When Would Respondents Consider a Professional Service? (U.S.)
• Most-valuable Applications for a Home Network (U.S.)
• Penetration of Home Data Networks
• Offered and Accepted Home Networking Offer from BSP: U.S.
• What Factors were Important in Accepting a Home Networking Offer from the Broadband ISP? (U.S.)
• Reason for Lack of Interest in Home Networking Offer
• Interest in Broadband-provided Home Network (U.S.)
• What Additional Offerings are Important in Considering a Home Networking Offer from a Broadband Service Provider?
• Percentage of Respondents w/Networks Experiencing the Following Problems
• Interest in Professional Home Network Technical Support
• Willingness to Pay for As-needed Professional Home Networking Support
• Willingness to Pay for Subscription-based Professional Home Networking Support
• In What Ways Would Professional Home Networking Technical Support be Most Helpful?
• Recent Purchases, by Category: Additional Services Purchased
• Likelihood of Purchasing Additional Services
• Which Customer Support Features of CE Products Might Influence a Particular Brand Choice?
• Three Most Important Factors in Considering a Professional Installation Service
• Consumers and Planned Television Purchases: Professional Installation Probabilities
• Consumers and Planned CE Purchases: Professional Installation Probabilities
• Consumers and Planned Higher-end Systems Purchases: Professional Installation Probabilities
• Ask Dr. Tech Services
• Geek Squad Remote Support Solutions
• HiWired Solutions
• Netopia (Motorola) Solutions
• PlumChoice Services
• SingleClick Systems Online Solutions
• Support.com Services
• Tech24 Services
• BOMGAR Solutions
• Best Buy Services Overview
• ctrlcenter Overview
• DigitalPlumbers Overview
• EasyTech Overview
• Firedog (Circuit City) Overview
• TechPro (CompUSA) Overview
• GeeksOnCall Overview
• GeeksOnTime Overview
• Examples of OnForce On-Site Services
• 2Wire Solutions
• Friendly Technologies Carrier Provisioning and Management Solutions
• Motive Solutions
• Netopia (Motorola) Solutions
• Nokia Siemens Networks Solutions
• Peak8 Solutions Overview
• SupportSoft Solutions
• GoldenRAM Overview
• inPC-IT Overview
• Microsoft WindowsLive™ OneCare™ Overview
• Trend Micro Overview: HouseCall
• Customer Support Features of 2Wire Residential Gateways
• Ashley Laurent Overview
• Jungo Overview
• PIQUA™ Overview
• Friendly Technologies Home Networking Solutions
• Enure Networks Product Offerings
• Gteko Solutions
• Nexort Solution Overview
• Pure Networks Overview
• Sereniti Overview
• Bsecure Overview
• Pie Overview
• Affinegy Products
• McAfee Product Profile
• SingleClick Systems Solutions