Case Study: Leading North American Multiple-System Operator achieves $70M cost savings, faster problem resolution and improved customer satisfaction with Guavus Ops-IQ

Leading North American MSO Uses Guavus-IQ Analytics to Accelerate Operations and Dramatically Reduce Costs

Leading Multiple-System Operator, a major North American MSO serving millions of subscribers, struggled with long delays in problem resolution because its Care Operations team could not quickly distinguish customer-premise equipment (CPE) issues from headend (CMTS/video server) problems. This led to unnecessary technician truck rolls, higher costs and a negative impact on customer satisfaction and Net Promoter Score. To address this, the operator engaged Guavus and its Ops‑IQ (LiveOps) analytics.

Guavus implemented Ops‑IQ to unify calls, trouble tickets, truck‑roll and network data and apply machine intelligence for micro‑population baselining and real‑time anomaly detection. The solution cut mean time to detect and understand problems from hours to minutes, avoided large numbers of truck rolls and customer calls, saved $70M in the first year by distinguishing CPE vs. headend faults (plus $32M in capex savings during rollouts), and materially improved customer satisfaction and NPS.