THE OBJECTIVE

• Market leader in technology protection services

• Plans to offer premium technical support to mobile devices

• Plans to pursue a premium technical support offering to users of in-home electronic devices, such as PCs, flat panel TVs, home theaters, home-based consumer electronics and landline telephones 

• Size the opportunity and estimate market share as a bundled service offering

 

THE CHALLENGE

• Current market conditions unknown

• Distribution models of existing premium technical support offerings were unknown

• Lack of an existing technology partner to scale to support the rollout of a premium support offering

 

THE SOLUTION

• Identified cable and broadband provider target market

• Performed competitive market analysis

• Built contingencies into contractual arrangements regarding incentives for provider offer conversions

• Performed market testing on standalone tech support

• Developed displacement or acquisition strategy for existing provider tech support partners

• Structured a three-year rollout and ramping plan

• Identified technical support platform candidates

• Performed due diligence to validate viability and fit of the technical support platform provider  

 

THE RESULTS

• 5 yr revenue opportunity:  $1.3B

• 5 yr margin contribution:  $500M

• Strengthened service offerings to mobile, cable and broadband users

• Increased potential penetration rate

• Established Enterprise-wide strategic plan for program roll-out