1. RiskView® Tutorial: Selling Assurance “Quad-Play”
July 2012
Robert Cruickshank
CEO
Evan Birkhead
VP Marketing & Sales

2. Assurance Quad-Play Sales Goal
MSOs without ARRIS Assurance
Sell all-four Quad-Play solutions
MSOs with some ARRIS Assurance
Sell missing Quad-Play solutions
Sell best fit solution(s) to meet MSO needs
Set stage for additional sales of missing Quad-Play solutions
Best MSO value is Quad-Play
Incremental Sales may be Easier & Most Lucrative
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3. Selling the Message
Get Familiar with Assurance Quad-Play & RiskView’s role
: Videos, Info Sheets, Case Studies
Assess MSO Assurance Need
Does MSO have Assurance Products: SAA, EA, WA, Others?
Have Enrollment Conversation to Gauge MSO Interest
Goal: Selling opportunity via:
1) Webinar, 2) in-house Demo, or 3) other next steps
Follow-up with Sales Package based on MSO Assurance Needs
Know your product
Profile your customer
Background of Relatedness and recent developments that cause new possibilities to be present for another such that they are touched, moved, and inspired by that possibility
What’s missing from Quad-Play? What can you sell them?
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4. Get Ready for Customer Facing: About RiskView
How Assurance Quad-Play works together – Next Slide
Description of each Assurance Solution – ARRIS & Rev2
RiskView Service Outage Analytics Video
RiskView Service Outage Analytics Demo
Savings Model
Deployment Steps
Feedback – What you didn’t get, what else you need…?
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5. From Automated Outage Notification to Repair
Financial Impact Analysis
Rev2 RiskView® provides service outage analytics that enable prioritization of infrastructure issues based on their financial impact.
EventAssure declares an Event with an automated notification for a Work Order
WorkAssure creates the work order and acknowledges with the assigned job ID
Network outage suspected at Node 0
Performance Management
Proactive Outage Management
Common Data Collection
CMTSs and CPEs
Workforce Management
Automated Outage Interface
WorkAssure determines the best resource to fix the issue (skillset, distance, equipment etc.)
EventAssure determines all devices offline behind Node 0
Common Periodic Data Collection for Performance and Outage Information
The tech is dispatched and notified via his handheld of the outage details
The tech fixed the outage and closes the job on his handheld.
WorkAssure powered Field Tech

6. Prioritizing undetected outages
In real-time analysis, small and intermittent issues/outages may not exceed thresholds
Issues may be missed for extended periods
Some issues are precursors of larger outages
GOOD NEWS: Clues clearly point operations teams to issues and concentrations of outage risk.
CHALLENGE: Clues are needles in voluminous haystacks imprisoned in disparate databases.
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7. Systematically correlate multiple inputs over time
Find & Fix More Issues, Reduce Calls, TCs, Disconnects
Field Activity
Failed Telemetry
Connectivity Calls
Call Center
Connectivity Calls & Repeats
WorkAssure
TC = Service Calls & Repeats
EC = Refer to Maintenance
DI = Voluntary Disconnects
Biz/Residential, 1/2/3 Services
Maintenance Activity
Planned, Demand
SAA ServAssure Advanced
Hourly Degraded CMs
US/DS Errors/SNR/Power/Util
On/Offline, Node Combining
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8. RiskView data warehouse architecture
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9. Problem resolution layered over your services
The outliers represent the most material risks.
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10. Example Study
Parameters of Blind Comparison Study by Maintenance Department
1,000,000 subs in Region | 25,000 HFC miles | 180 technicians | 15 supervisors | 4 managers | 1 director
7,500 nodes in 3,000 DOCSIS Serving Groups (combinations of nodes)
Hypothesis
[operating cost without Automation – operating cost with Automation] = Quantifiable Savings
Data Inputs/Outputs
Business as Usual “Control Group” (BAU): Inputs from 10 different systems in four categories:
Connectivity Calls
Service Truck Rolls
Telemetry (ARRIS ServAssure, Home Grown Telemetry)
Preventative and Demand Maintenance Activities
“Experimental Group” (EG): Correlation and outage analytics of all above BAU data inputs
Departments Impacted by EG Discovered Issues
Service Department focuses on Non-Area Issues
Maintenance Department focuses on Area issues

11. Operating Cost Savings
Savings Method
Correlated across DOCSIS Serving Groups then Alerted on unusual costs
Base Weights applied
Reputational cost was used to Trigger HFC Maintenance Alerts = Calls + (2*TCs) + RepTC + (3*ECs) + (2*DI) + CHG + TRB + Up&Down(Err + SNR + Power + Resets)
During Alert Periods, 25% of Financial operating cost was used to calculate savings = $0.55/min Calls, $60 TC and DI, $100 EC, CHG, TRB (set by MSO)
Example of Savings for a single Node on Next Slide
Alert Period = Prior Day RepCost >=15 AND (Same Day OR Next Day RepCost >=10)
Total Operating Cost
$3,228 = 71 Calls + 24 TCs +2 EC + 12 DI + 1 CHG + 2 TRB
Potential Savings based on Alerts driving earlier maintenance actions
$411 = 7.5 Calls TCs EC DI CGH TRB
Projected Annual Savings: $ $0.40 per Sub per year

12. Typical Serving Group, Node and Street Behavior
18-Day | Total Fin Cost: $3,228 | Potential Cost Savings: $ 411

13. Next Steps… Include “Other” Savings in Model
Lingering Issues – don’t cross threshold (yet) but create issues
Example: Trigger Alert based on accumulated cost over 3-days
Customer Experience / CLV
Knowing Value of Customer helps quantify savings of prevented Disconnects
CLV = Present Value of (ARPU – COGS - Care Costs); Lower Care = Higher CLV
Customer Type
ARPU
Churn
CLV
Analog
$45.00
2.50%
$222
Digital
$67.00
3.00%
$599
Video/Data
$100.50
2.00%
$2,057
Video/Phone
$93.50
$2,062
Data/Phone
$71.00
$1,790
Triple Play
$133
1.00%
$5,642
$2,972
Customer Lifetime Value Model: Dr. Ron Rizzuto

14. Transactional Savings Impact on P&L (Proforma)
Maintenance Department: Additional Work
16K Preventative Maintenance Actions Created
-4K Saved Tasks/year (2.5K ECs + 0.8K CHG + 0.7K TRB)
= 12K Net New Preventative Maintenance Actions/year
$1.2M Cost due to additional $100 each
Service Department: Reduce Contractor Head Count
Approx 50% of Installs performed by $60.00
As TCs are reduced, Staff do “would be contracted” installs
$900K Saved 15K $60
$360K Saved 6K $60
Call Center: Reduce Capacity with normal staff attrition
$320K 40K $8
Summary: $380K Saved per Year for 1M Subs

15. Deploying RiskView at Cable MSOs
Start Single Server: Gather, Process, Display UI, Reports
MSO Provides: a) Standalone Hardware, or b) WMware Machine
Microsoft Windows Server 2008 R2 64-bit
64-bit processor, 32GB RAM, 500 GB 7200 RPM 
Rev2 Provides and Remotely Configures all Software
Microsoft .NET Framework 4, SQL Server 2008 Enterprise R2 64-bit, ActivePerl 5.12+
Connect Data Sources: Customer Care, Field Service & NOC
MSO Provides: a) IP Addresses for “Pull”, or b) Push Daily Files
Rev2 Provides: Specific Data Fields and Collaboration on Queries
Call Center: Connectivity Calls
Service Department:
TC-Truck Rolls, EC-Escalations to Maintenance, DI-Volun Discos
Maintenance Department
Preventative & Demand Maintenance
NOC: ServAssure, Telemetry
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16. Typical Data Sources and Fields
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17. Thank you!