How one PayTV provider turned multi-channel chaos into industry-leading success
Imagine a leading PayTV provider standing at a crossroads. Given the current unsettled climate for this segment of the industry, that’s probably not too hard to do. With an ever-evolving digital landscape, for this particular provider the pressure to innovate was palpable. The service faced a daunting task: expanding its distribution channels, managing a growing subscriber base, and ensuring seamless experiences for millions of customers—all while juggling complex payment systems and battling customer churn.
The stakes were high, but with the right approach, those overseeing the service saw a path forward. Discover how this provider tackled these challenges head-on with the help of Evergent’s innovative - and flexible - subscription management solutions and emerged stronger.
The Industry-Wide Challenge
While this PayTV provider's journey is remarkable, its challenges are far from unique. Across the industry, providers are grappling with the same distribution hurdles: integrating multi-channel sales, managing diverse subscriber bases, and keeping up with rapidly shifting consumer behaviors. The complexity of expanding distribution through internal sales channels and third-party devices like Amazon Fire Stick and Roku is a universal challenge that must be addressed for sustained growth.
The Turning Point
In the fall of 2016, the leaders of this provider recognized their existing systems were no longer sufficient to meet the ambitious goals they’d set. The service sought to:
- Expand distribution to third-party devices like Amazon Fire Stick and Roku.
- Rapidly deploy OTT services with a flexible, scalable subscriber management system.
- Support diverse pricing models including regional content like RSNs and contract-based offerings.
- Streamline payment processing and integrate with various financial and tax systems.
- Enhance customer retention with personalized promotions and upselling opportunities.
Each of these goals presented a unique challenge, but none more critical than expanding the distribution channels. With audiences increasingly consuming content on a variety of devices, the ability to integrate with platforms like Amazon Fire Stick and Roku was paramount. This isn’t just a challenge for one provider—it’s a pressing issue faced by PayTV providers worldwide as they strive to meet the demands of a fragmented digital audience.
The Solution Unfolds
Partnering with Evergent, the provider began its operation transformation. The process wasn’t just about implementing new systems—it was about reimagining how the service engaged with customers and delivered value.
How this took shape:
- Flexible Subscriber Management Platform
Evergent delivered an end-to-end solution that covered everything from authentication and subscriptions to product management and Single Sign-On (SSO) capabilities. This allowed the service to offer a seamless, frictionless customer journey. - Advanced Product Catalog & Promotions Engine
With Evergent’s dynamic product bundling and regional offerings, they could cater to diverse customer needs. Over time, they generated more than 65 million personalized coupons, tailoring promotions to specific segments and boosting customer engagement. - Seamless Multi-Channel & Device Integration
This was a game-changer. Evergent enabled the provider to not just add a few new platforms—they created an ecosystem. Unprecedented growth was the result of integrating offerings across internal sales platforms and third-party devices. Customers could now access content on their preferred devices, making the service more accessible and attractive. This strategy significantly broadened the customer base and deepened engagement. - Robust Payment Integration
Evergent facilitated multiple payment options—from credit cards and PayPal to Amazon Pay—while ensuring real-time tax calculations and efficient chargeback processing. - Effective Churn Management Tools
Evergent’s innovative retention strategies, from personalized promotions to selling refurbished devices, significantly improved customer loyalty. The provider’s ticket management system efficiently handled customer support requests, ensuring issues were resolved quickly and effectively.
The Results: A New Era of Growth
The transformation was profound. With Evergent’s robust subscriber management platform in place, this provider could deploy new OTT services swiftly and efficiently. An advanced product catalog enabled the service to create compelling content bundles that resonated with a broad audience.
But the standout achievement was the seamless multi-channel and device integration. By expanding distribution to third-party devices, the provider not only met but exceeded its customer acquisition goals. This flexibility allowed the service to stay competitive in a crowded market and meet the evolving needs of digital consumers. For PayTV providers across the industry, this success story illustrates the necessity of embracing multi-platform integration to thrive in the modern content landscape.
Financial operations became smoother, with fewer chargebacks and better tax compliance. Most importantly, personalized promotions and efficient customer support significantly reduced churn, fostering a loyal and engaged subscriber base.
Key Takeaways
- Multiple sales channels integrated, including third-party platforms like Amazon Fire Stick and Roku, driving significant customer growth.
- 65 million+ personalized coupons created with Evergent’s platform to enhance customer engagement.
- Diverse payment options supported through Evergent’s robust payment integration, ensuring smooth transactions and compliance.
- Effective churn management strategies implemented with Evergent’s tools, leading to a more loyal customer base.
For PayTV providers, the challenges of distribution, subscriber management, and customer retention are real—but they’re not insurmountable. The key lies in embracing multi-channel sales integration. By opening up content access across a range of platforms and devices, providers not only can expand reach but deepen the engagement with customers.
This isn’t just one provider’s story—it’s a blueprint for the entire industry. As consumer preferences shift and digital ecosystems grow more complex, PayTV providers must adapt or risk falling behind. With Evergent as a technology partner and a willingness to innovate, these obstacles can become stepping stones to greater success. This provider’s journey serves as a powerful reminder: when you embrace flexibility and innovation with the right partner, growth is not just possible—it’s inevitable.
Interested in applying these innovative strategies to address your own PayTV distribution chaos? Make some time to meet up and discuss with one of our experts.
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