One of the key cost burdens for cable operators is customer support, particularly it has to roll a truck out to a customer location.
However, remote control vendor Universal Electronics said that since it launched its network service offerings 15 years ago it has been able to help cable MSOs save $15 million. Its secret sauce has been in its approach of resolving problems over the phone before a technician arrives at a home. The company said it has had a 20 percent success rate in solving problems over the phone. FierceInstaller has this coverage.