Home Broadband Plans & Technology Optimization

Problem & Business Impact

Operators often propose HBB plans unsuited to customer profile or actual coverage, generating dissatisfaction and churn. Technology choice (Fiber, VDSL, LTE, 5G-FWA) is not always optimized.

Measured impact:

• +25% HBB activation via personalized recommendation

• 85% optimal plan match (usage/price satisfaction)

• +15% customer satisfaction (NPS)
• -12% HBB churn at 6 months

Data & Key Features

Main data sources

• Household profile: family size, children presence, age, socio-professional category
• Internet usage: usage profile (streaming, gaming, remote work)
• Network coverage: Fiber, VDSL, LTE, 5G-FWA availability + quality
• Local competition: competitor offers, market shares
• Payment capacity: estimated income, price sensitivity
• Existing mobile: mobile customer (bundle opportunity)

Engineered features

• HBB propensity score (0-100)
• Optimal technology (Fiber > VDSL > 5G-FWA > LTE)
• Recommended plan (speed, price, commitment)
• Mobile+fixed bundle potential
• Competition sensitivity
• Offer acceptance probability

Models & Methods

Multi-model architecture

1. Decision Trees: Optimal technology selection

   • Input: address, coverage, usage profile
   • Output: Fiber / VDSL / LTE / 5G-FWA + expected quality
   • Integrated business rules (Fiber priority if available)

2. Clustering (K-means): Household profile segmentation

   • Segment 1: Connected family (streaming, multi-device)
   • Segment 2: Intensive remote work (upload critical)
   • Segment 3: Basic usage (email, browsing)
   • Segment 4: Gamers (latency critical)
   • Segment 5: Seniors (simplicity, support)

3. Recommender System: Optimal plan

   • Collaborative filtering + content-based
   • Predicted usage vs. available offers matching
   • Satisfaction/price optimization

Decision matrix

| Profile | Priority tech | Plan type | Speed | |---------|--------------|-----------|-------| | Connected family | Fiber / 5G-FWA | Unlimited | 100-500 Mbps | | Remote work | Fiber / VDSL | Premium Upload | 50-200 Mbps | | Basic usage | VDSL / LTE | Eco | 10-50 Mbps | | Gamers | Fiber only | Ultra low-latency | 200-1000 Mbps | | Seniors | Fiber / VDSL | Simple + support | 30-100 Mbps |

Real-time Integration

HBB acquisition journey

HBB lead (web, retail, call center)
     ↓
Address verification → Network coverage API
     ↓
Household profile scoring (light questionnaire)
     ↓
Technology + optimal plan recommendation
     ↓
Price simulation, installation, activation
     ↓
One-click subscription or technician appointment

Offer personalization

• Technology available at address (real-time)
• Profile-adapted plan (speed, price, options)
• Mobile+fixed bundle if mobile customer
• Targeted promotion based on price sensitivity
• Proposed installation date (agenda optimization)

KPIs & Performance Targets

| Metric | Target | Current | |--------|--------|---------| | HBB activation | +25% | +27% | | Optimal plan match | >85% | 87% | | NPS satisfaction | +15% | +17% | | 6-month churn | <12% | 10% | | Bundle attach rate | >40% | 43% |

Deployment & Monitoring

Operational workflow

1. Coverage verification: Real-time network API
2. Prospect scoring: Profile + propensity
3. Recommendation: Tech + plan + bundle
4. Technical validation: Installation feasibility
5. Subscription: Signature + payment
6. Planning: Optimized installation appointment
7. Activation: Service quality tracking

Post-activation monitoring

• D+7: Service quality (actual vs. promised speed)
• D+30: Satisfaction (NPS), usage conformity
• D+90: Early churn detection, proactive interventions
• D+180: Upsell (plan upgrade if under-dimensioned)

Continuous improvement

• Feedback loop: satisfaction → recommendation adjustment
• Drift detection: household profile evolution
• Network coverage update (new Fiber zones)
• Algorithm optimization based on actual performance

FAQ & Prerequisites

Q: Requires network coverage database? A: Yes, real-time API or address database with available technologies.

Q: Multi-technology compatible (Fiber, LTE, 5G)? A: Yes, that's the goal: optimal recommendation based on availability and profile.

Q: Integration with OSS/BSS systems? A: REST API for coverage verification, provisioning, activation.

Q: Deployment timeline? A: 3-4 months (coverage API integration, profiling, subscription workflow).

Q: Expected ROI? A: +20-30% activations, -15% churn → 4:1 ROI over 12 months.