SecureIT Plus Case Study
3 Rivers Communications Uses SecureIT Plus
A Value-Add Service to Broadband Offering
3 Rivers Communications serves over 20,000 voice customers and 9,900 Internet subscribers and understands the competitive threat from other broadband providers as well as the importance of customer loyalty and satisfaction. They wanted to offer their customers value-add services at no additional cost.
Don Serido, Corporate Marketing Manager of 3 Rivers says, “We believe 3 Rivers’ goal was unique — we did not plan this offering as a revenue generator. Internet security is a major issue in the market today. Including the SecureIT Plus product in our hi-speed DSL service offering continues our tradition of putting our customers’ needs first.”
Starting in December 2006, 3 Rivers offered SecureIT services to their existing DSL customers for free for the first computer and for a monthly fee for additional computers. As of now, more than 15% of 3 Rivers current DSL customers have activated the free service. In addition, during the month of April 3 Rivers included free SecureIT Plus as a component of a promotion to encourage dial-up customers to upgrade to DSL. Currently, dial-up customers can purchase the SecureIT service for a nominal monthly fee.
“The program was easy for us to implement from the standpoint that it is turnkey…all we need to do is send out a pre-formatted email with a license key to our customers. Customers contact SecurityCoverage directly for installation — either over the phone or remotely. Further, we don’t need to do any provisioning in our switches,” Mr. Serido comments.
SecurityCoverage provides toll-free 24×7 support for 3 Rivers SecureIT subscribers. Thirty-one percent of 3 Rivers SecureIT subscribers have taken advantage of the supported remote installation, cutting down on tech support calls. To market the new service, the company used bill inserts, direct email campaigns for their installed base and highlighted the service on their website. In addition, 3 Rivers customer service representatives offer the service to all new subscribers. 3 Rivers leverages resources provided by SecurityCoverage under the ISP Partner program, which currently has more than 240 members. SecurityCoverage provided bill stuffer graphics and copy for marketing materials, as well as product description web pages which were added to the 3 Rivers website.
“The program was easy for us to implement…all we need to do is send out a pre-formatted email with a license key to our customers. They contact SecurityCoverage directly for installation — either over the phone or remotely.”
Don Serido, Corporate Marketing Manager
3 Rivers Communications in Fairfield, MT
About 3 Rivers Communications
3 Rivers Communications, with corporate headquarters in Fairfield, MT, is a telecommunications company originally founded in 1953 as a rural telephone cooperative. Still a cooperative at its core, 3 Rivers has grown and diversified over the years and now offers long distance, local dial-up Internet, DSL broadband Internet, combined wireless broadband and local phone, digital TV, satellite broadband Internet, and competitive local telephone service in addition to traditional local telephone service.
