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Subscriber Portal SolutionDeploy captive subscriber portals to enhance subscriber satisfaction, reduce churn and generate incremental revenue.

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MARKET OVERVIEWService providers face the challenge of balancing finite network resources with their

subscribers’ ever-expanding appetite for bandwidth. As subscribers reach their data plan

limits, “monthly bill shock” creates unhappy subscribers, driving up churn rates. Operators

have to deal with unhappy subscribers who don’t know why or how their data plan was

consumed so quickly.

Giving subscribers a quick overview of how their data was consumed and alerting subscribers

in real time when they are approaching their data plan limit helps service providers manage

network usage and helps avoid driving their subscribers to competitors. To increase revenue

for a low cost, service providers can send subscribers to an online portal where subscribers

can quickly upgrade to a higher data limit plan or “test drive” a different services as part of

promotional packages.

Enhancing subscriber satisfaction, reducing churn and generating more revenue requires a

solution that meets these needs.

THE SANDVINE SOLUTION: SUBSCRIBER PORTALS Sandvine Subscriber Portals allow individual subscribers to view their usage, connection

quality and other metrics determined by the service provider. The portal can be customized

and integrated with customer’s or third party payment services to enable online “top ups”,

promotional “test runs” or package upgrades as selected by the subscriber. Redundancy and

scalability is achieved through multi-node clustering and load balancing.

Sandvine enables mobile operators to deploy subscriber portals with real-time Intelligent

Policy Enforcement (IPE). The Subscriber Portal is offered as an add-on product to an existing

Sandvine PSM, PRE and PIC setup and it is designed to be deployed either with the PL1200

series hardware platform or on a virtual server appliance.

Avoid losing your subscribers by giving

them an overview of consumed data

and alerts in real time when they are

approaching their data plan limit.

SOLUTIONS BRIEF

SANDVINE.COM2

SOLUTIONS BRIEF

Sandvine enables mobile operators to deploy subscriber portals with real-time Intelligent

Policy Enforcement (IPE). The Subscriber Portal is offered as an add-on product to an existing

Sandvine PSM, PRE and PIC setup and it is designed to be deployed either with the PL1200

series hardware platform or on a virtual server appliance.

The Subscriber Portals creates great value for service providers by:

• Reducing Cost The Subscriber Portals allow subscribers to troubleshoot their issues normally directed to

customer care, reducing calls to customer care and freeing up those resources.

• Reducing Customer Churn Through the Subscriber Portal, subscribers are now enabled to find detailed information

about their subscription plan and consumption and the operator can make policy decisions

and troubleshoot common subscriber problems. This leads to a quick turnaround time

from the initial discovery a problem to resolution, keeping subscribers happy and helping to

reduce churn.

• Increasing Revenue and Maintaining Satisfied Subscribers The Subscriber Portal enables subscribers to see various time-based promotions and buy

new packages and services without contacting customer representatives. This easy-to-

use portal enhances the subscriber’s experience, leading to increased revenue and more

satisfied subscribers at a low cost.

SUBSCRIBER PORTAL

Figure 1

Presentation

PacketLogic ConnectivityPlatform

UI Components Error Management Templates

Business Logic Third Party Integration Modules

Apache NGINX PostgreSQLDeployment

Customizations

Subscriber Portal PackageBenefits

Service Provider

• Reduced Churn• Revenue• Reduced Cost

Subscriber

• Better Service• Better Experience• Happy Camper

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HIGH-VALUE USE CASESMobile operators can deploy Sandvine’s Subscriber Portals through our real-time Intelligent

Policy Enforcement (IPE) solutions that provide 4 key use cases:

• Upsell Opportunities Captive portals give subscribers the ability to buy a higher level of service or add additional

quota in real-time. This enhances the subscriber’s satisfaction while effectively increasing

revenue. Sandvine’s IPE solution integrates seamlessly with mobile network event servers,

enabling subscribers to top up or upgrade in real time, minimizing disruption.

Subscribers who are eligible for promotions can quickly and easily enable a test run of a

higher speed tier for a limited time period and then purchase the higher speed tier if the

test was satisfactory. Allowing subscribers to “test drive” a different service tier or feature

as part of a promotional package is a great way to add incremental revenue to a service

provider’s business at a very low cost.

• Subscriber Usage The Subscriber Portal allows subscribers to see how they used their quotas during their

billing period. The available statistics include:

• Total traffic as line / area chart (download/upload speed)

• Traffic per top services as bar chart (download/upload amounts)

• Connection quality as line / area chart (download/upload QoE)

Traffic graphs can be compared to the subscriber contract rate and upgrade / top up

recommendations shown based on the subscriber reaching their rate cap.

• Managing Non-Paying Customers Instead of simply cutting the Internet access for subscribers who have unpaid mobile bills,

the Subscriber Portal provides subscribers with an instant option to pay their outstanding

balance using a credit card. This option provides higher customer satisfaction versus the

disruption of service and further reduces calls to customer care.

Subscribers who have not paid their bill will be redirected to the portal. The cut-off effect

can either be soft (subscriber acknowledges and is allowed to continue using the service

for a limited time) or hard (subscriber is blocked from continuing to use the service).

Subscribers are given the option instantly pay the remaining balance using a credit card or

start an interaction with customer care to get the billing issue resolved.

• Subscriber Portal Technology Subscriber Portals are completely customizable for operators, however they also leverage

the many APIs available in Sandvine’s PacketLogic product family to simplify the design,

integration and deployment process.

The main PacketLogic integrations for the Subscriber Portals are:

• PacketLogic Real-Time Enforcement (PRE): The PRE can deliver a real-time view of

subscriber traffic to assist in troubleshooting. This API enables a five second refresh of

the traffic being sent by the subscriber that can be used by Customer Care or in a self-

service portal to diagnose connectivity issues for the subscriber

• PacketLogic Subscriber Manager (PSM): The PSM is the central point for provisioning

changes for subscribers. Top-up and policy changes are common use cases where a

policy change is triggered automatically due to a subscriber’s account status (all quota

consumed for example). The PSM then changes the subscriber’s policy to redirect to

a top-up portal. Once the subscriber tops-up, the PSM re-activates the subscriber’s

account and changes the policy to the new service plan.

CASE STUDYSOLUTIONS BRIEF

Sandvine delivers a unique solution for

Big Data Integration by combining the

best available subscriber experience intelligence with real-

time access to that data.

• PacketLogic Intelligence Center (PIC): The PIC is used to store historical subscriber

usage statistics and can be accessed by a portal to display the subscriber’s usage over

a period of time. Customer Care or self-service portals commonly use this information

to allow the subscriber to see how their usage has changed over time or to verify

billing disputes on usage. Statistics can include both bulk usage statistics as well as

application-centric views of consumption on a per-device or per-account basis if a family

plan is used by the subscriber.

• The Subscriber Portals use an industry-standard web framework that is easily brandable

with the service provider’s logo or can be integrated into an existing portal using the API

calls through custom development by the Sandvine Professional Service team. Sandvine

will work directly with the customer implementation team to determine the appropriate

APIs and integration points and design the solution to meet the overall project goals.

Figure 2

SUBSCRIBER PORTAL

TECHNOLOGY DIAGRAM

Internet

LTE/2G/3G/WiFi

JSON/SOAP/Python API

JSON/SOAP API

Notification/SNMP

SNMPTrigger

Python API

Gx

Radius/Diameter

Gy/Gz/CDR

AggregationNetwork Element

GGSN, PDN-GW

PREProcera Intelligent Policy

Enforcement System

PSM

SubscriberPortal PCRF AAA/HLR/HSS

Auth Server Reporting SystemAdministers

Online/OfflineCharging

ProvisioningSystem

NMS & EventsInterface

PIC

LiveView

SOLUTIONS BRIEF

Contact your Sandvine sales representative to find out more about this solution and how it can help you transform your business.

Copyright © 2015 Sandvine Networks. All rights reserved. All other trademarks are property of their respective owners. SANDVINE.COM

ABOUT SANDVINESandvine helps organizations run world-class networks with Active Network Intelligence, leveraging machine learning analytics and closed-loop automation to identify and adapt to network behavior in real-time. With Sandvine, organizations have the power of a highly automated platform from a single vendor that delivers a deep understanding of their network data to drive faster, better decisions. For more information, visit sandvine.com or follow Sandvine on Twitter at @Sandvine.

Copyright © 2018 Sandvine. All rights reserved. All other trademarks are property of their respective owners. SANDVINE.COM

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