The client is a Tier 1 media company and one of the largest cable operators in the United States. It offers internet, mobile, cable TV, and wireless services to millions of consumers across the country.
Challenge
The operator faced significant challenges with its legacy guide system, which suffered from outdated architecture, frequent outages, and operational inefficiencies. Customers were dissatisfied with the guide experience, and the operator’s redundant infrastructure hindered both user satisfaction and operational management. Additionally, the operator sought a solution to future-proof their service by transitioning from a QAM-based video delivery system to an all-IP environment—while maintaining a seamless customer experience within a budget and timeline that aligned with business needs and goals. The need for a cost-effective and low-risk transformation was essential for enhancing both customer experience and operational efficiency.
Solution
Orion developed a low-risk MVP that provided the fastest time to market while ensuring a consistent customer experience. The solution included an updated guide application that reduced network latency and outages while increasing overall stability. It delivered reliable guide launch times (averaging 3 seconds) and was integrated with internal STB APIs, the back office, and the new operator’s proxy service. The new application, written in Orion Media OIScript, streamlined troubleshooting and reduced infrastructure. Additionally, the solution expanded the guide to support SMB markets, including detailed data collection, simplifying future management by the operator’s teams.
Impact
Orion’s solution is projected to save the operator over $100 million in 5 years by reducing operational costs, optimizing infrastructure, and simplifying operations. The new guide enhanced customer experience with faster and more reliable guide launches. The operator is now able to leverage the recovered bandwidth for high-speed upgrades and carry more wireless voice calls across its network. The transition to an all-IP environment future-proofed the service, reduced maintenance costs, and simplified complex network systems, setting the stage for continued growth and efficient service delivery.
