TM

USE CASE GUIDE | 63 WAYS TO USE N2 REACH

Send the right message

to the right person

at the right time

N2 Reach

Subscribers overwhelmingly prefer in-browser messages over email. In conjunction with 451 Research, Nominum discovered that over 80% of subscribers prefer in-browser communications for valuable services that strengthen relationships.

Communications service providers (CSPs) are achieving conversion rates that are 5-15 times higher than email; in-browser messages also generate view rates of 90+% within the first 24 hours among target audiences.

Want to reach your target audience faster and more effectively?

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N2 Reach | Proven Effective

Subscribers overwhelmingly prefer in-browser messages over email. In conjunction with 451 Research, Nominum discovered that over 80% of subscribers prefer in-browser communications for valuable services that strengthen relationships.

Communications service providers (CSPs) are achieving conversion rates that are 5-15 times higher than email; in-browser messages also generate view rates of 90+% within the first 24 hours among target audiences.

Want to reach your target audience faster and more effectively?

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96%90%

28%

24 hrs 48 hrs

VIEW RATE

CAMPAIGN DURATION

Targeted Email

N2 Reach

N2 Reach | Proven Effective

ACQUIRE & ONBOARD

DEVELOP

RETAIN

ADVOCATE

N2 Reach

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N2 Reach | Customer Lifecycle

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Get subscribers up to speed right away

Send welcome messages to new subscribers123 Offer self-guided tutorials on new and

existing services

Immediately announce new services to subscribers

ACQUIRE & ONBOARD

N2 Reach | Acquire & Onboard

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83% of subscribers want in-browser messages to guide them through account customization options and settings and to learn about other available services.

What communication method do subscribers prefer?

ACQUIRE & ONBOARD

451 Research

N2 Reach | Acquire & Onboard

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Ensure subscriptions and data are current

DEVELOP

Notify subscribers when they’re approaching data limits1

234

Offer subscribers upgrade options when data limits have been reached

Periodically request updated account information

Allow subscribers to opt-in or opt-out of services

N2 Reach | Develop

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83% of subscribers want online surveys as a way to provide feedback to CSPs and ensure their voices are heard.

How can subscribers give feedback about their experiences?

DEVELOP

451 Research

N2 Reach | Develop

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Churn reduction

A South American CSP was impacted by subscribers terminating service.

Using Nominum N2 Reach, 18% of at-risk subscribers were retained and call center traffic was reduced by 60%.

451 Research

DEVELOP

N2 Reach | Develop

10

Offer helpful billing and payment notifications

123

Send payment alerts

Provide late payment reminders

Send reminders about recharging pre-paid service cards

DEVELOP

N2 Reach | Develop

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Offer helpful billing and payment notifications

456

Offer electronic bill-pay

Promote paperless billing

Offer automatic payments

DEVELOP

N2 Reach | Develop

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How can CSPs notify subscribers about their accounts?

83% of subscribers want in-browser messages to remind them of late payments, enable them to top up pre-paid services cards, offer electronic bill pay, provide automatic payment sign-up and promote paperless billing.

451 Research

DEVELOP

N2 Reach | Develop

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Avoid late payments

A North American provider was disconnecting 70,000 past-due subscribers every month.

Using Nominum N2 Reach, the provider estimated that it would save

$6.5 million in communications costs and increase revenue by maintaining more subscribers.

DEVELOP

N2 Reach | Develop

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Online bill payments

A LATAM CSP did not have an effective way to send late payment alerts for the 8% of customers that were past-due every month.

Through N2 Reach, the CSP notified subscribers and achieved a 60% conversion rate with immediate payment, recovering $528K per month and saving

$1.3M from call center operations.

DEVELOP

N2 Reach | Develop

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More ways to develop subscribers

Send ad retargeting messages 123

Promote hotspot advertising

Offer subscribers third-party bill presentation

DEVELOP

N2 Reach | Develop

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30% of subscribers would accept in-browser messages with third party promotions and partner offers.

How do subscribers prefer to receive promotional offers?

451 Research

DEVELOP

N2 Reach | Develop

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Offer immediate security alerts

RETAIN

123

Alert subscribers about devices infected with malware or other viruses

Notify subscribers about online privacy practices

Provide device remediation guidelines

N2 Reach | Retain

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456

Offer security best practices recommendations

Send identity theft notifications

Notify subscribers about theft of service

Offer immediate security alerts

RETAIN

N2 Reach | Retain

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How can CSPs notify subscribers about security?

86% of subscribers want in-browser notifications of malware infections with remediation instructions.

451 Research

RETAIN

N2 Reach | Retain

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Notify subscribers about network traffic and congestion1

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Tell subscribers about value-added services end-of-life

Offer service upgrades

Subscribers want to know when services are affected

RETAIN

N2 Reach | Retain

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Inform subscribers of scheduled website maintenance and/or network downtime

456 Notify subscribers of network upgrades (e.g.

moving from copper to fiber optic)

Send scheduled service reminders

Subscribers want to know when services are affected

RETAIN

N2 Reach | Retain

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How can service providers inform subscribers about the network?

83% of subscribers want in-browser service notifications for network downtime, service/technician appointments and available service upgrades.

451 Research

RETAIN

N2 Reach | Retain

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1234

Provide piracy website alerts

Send copyright violation alerts

Keep subscribers up-to-date about terms of service

Inform subscribers about policy changes

Update subscribers about legal information

RETAIN

N2 Reach | Retain

Update subscribers about legal information

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567

Offer terms and conditions updates

Send information about content compliance

Provide government-mandated filtering notices

RETAIN

N2 Reach | Retain

New Service Notifications

Government regulations required an EMEA broadband provider to offer opt-in or opt-out of its parental control service to every subscriber.

Two million subscribers were notified with N2 Reach, saving the provider $4M in message delivery costs and

$10M in customer support costs.

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RETAIN

N2 Reach | Retain

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Add value to subscriber services

ADVOCATE

Offer contextual service plan upgrades123

Monetize Wi-Fi hotspots with targeted messages

Recommend additional services that subscribers may be interested in

N2 Reach | Advocate

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Send in-browser messages that add value to subscriber services

Keep subscribers up-to-date about internet speed/performance4

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Provide mobile phone upgrade options

Offer pre-paid data top up

ADVOCATE

N2 Reach | Advocate

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For what other services do subscribers want to receive in-browser messages?

83% of subscribers want information about:Monthly service discounts

61% of subscribers want information about:•Data usage alerts•Context-aware promotions•Price discounts•Promoting new/premium services•Free upgrades/trial offers•Paid content•On-demand video specials•Pay-per-view promotions

ADVOCATE

N2 Reach | Advocate

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Subscribers want other service offers:

•Free movie every month (47%)

•Free internet security upgrade (45%)

•Free cloud storage (26%)

•Free parental controls (15%)

For what other services do subscribers want to receive in-browser messages?

ADVOCATE

N2 Reach | Advocate

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Launch new services

An Australian provider created a value-added internet safety bundle with Nominum N2 Engage.

Their 12-month adoption target was achieved in three months. The premium service bundle generated substantial new revenue and competitive differentiation.

ADVOCATE

N2 Reach | Advocate

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Offer service upgrades

Using Nominum N2 Reach, a satellite service provider in South America launched a campaign for subscribers to increase their data quota.

Within the first 24 hours 

16% of subscribers accepted the offer and added more data.

ADVOCATE

N2 Reach | Advocate

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Let subscribers know they are important

Promote loyalty programs123

Offer customer satisfaction surveys

Send customer retention notifications

ADVOCATE

N2 Reach | Advocate

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Proactive outreach

A LATAM satellite broadband service provider saw increased churn after customers were angered that their monthly data limits were reached, slowing the service down without warning.

The provider used N2 Reach to notify subscribers they were approaching data limits, giving them the option to purchase more bandwidth. 16% purchased more bandwidth, representing

$200K in new revenue.

ADVOCATE

N2 Reach | Advocate

Churn reduction

A LATAM provider had a 17% annual churn rate.

With N2 Reach they notified subscribers that their subscriptions were expiring and offered easy options for renewal.

30% of their subscribers renewed service, saving them

$3.5M in customer acquisition costs.

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ADVOCATE

N2 Reach | Advocate

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About Nominum

Nominum is the first company to create an extensible, DNS-based platform and application suite to digitally transform communication service provider networks and business operations.

The N2™ platform is fully integrated with Nominum’s market-leading Vantio™ CacheServe to deliver world-class network performance network security, subscriber safety, subscriber communications and an online experience that is optimized for every subscriber.

Nominum software is used by more than 100 service providers in over 40 countries to deliver a safer and more personalized online experience.

EXPERIENCE OPTIMIZATION

SUBSCRIBER COMMUNICATION

SUBSCRIBER COMMUNICATION

NETWORK PROTECTION

NETWORK PERFORMANCE