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This IDC study provides a forecast for the U.S. ISP SMB support services market. Technology is playing an ever-increasing role in the completion of business processes at businesses of all sizes. SMBs in particular rely on technology to function properly with smaller budgets than large businesses. ISPs noticed SMBs' need for technology support to accomplish mission-critical tasks and have stepped up to fill the void. ISPs need to pay attention to churn and frequency to maintain revenue. One of the leading causes of churn is poor support services. ISPs can maintain their revenue base and reduce churn with better support services. ISPs can also increase their revenue opportunity by pricing more effectively to capture the "missing middle." "Advanced enterprise services are increasingly becoming available to small businesses. Networked applications, unified communications, emerging collaboration tools, and other services are being made available as service providers move downmarket," said Matt Davis, program director, SMB Telecom, Broadband and Video, IDC. "This new level of complexity will drive the requirement for outsourced customer support services. IDC believes that ISPs are in a premium position to offer these services, accomplishing key objectives such as increased customer satisfaction, churn reduction, and incremental revenue from the services themselves." |
