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ISP Increases User Satisfaction and Increases Revenue by Automatically Notifying Infected Subscribers of Viruses, Spyware and Other Security Threats
Background: A regional Internet Services Provider with over 20,000 subscribers. Consistently voted “Best ISP” in their region due to their focus on customer service. In addition to providing DSL and wireless service, they offer website hosting, email services, domain registration, website design, server co-location, and computer repair.
Challenges: This regional ISP has over 20,000 subscribers divided evenly between commercial and residential. The ISP had four security challenges they wanted to address. They wanted: Their subscribers to know if their personal computers had viruses or spyware and make sure their subscribers knew how to fix it Their subscribers to know about the ISP ’s virus/worm and spyware removal services if the subscribers wanted help in fixing their computer Further assurance that the ISP ’s network was as infection-free as possible To decrease the chance that their network would be blacklisted due to spam coming from their network. The ISP was not able to effectively utilize their existing IDS/IPS technology because there were too many alerts and too many false positives. They did not have time to constantly monitor the syslogs to follow up with subscribers that were infected with viruses and worms. The ISP knew their subscribers were having problems because the number of users bringing in computers infected with viruses, worms and spyware was increasing dramatically. The ISP did not have an effective automated way to notify infected users and prompt clean up.
Challenges: This regional ISP has over 20,000 subscribers divided evenly between commercial and residential. The ISP had four security challenges they wanted to address. They wanted:
The ISP was not able to effectively utilize their existing IDS/IPS technology because there were too many alerts and too many false positives. They did not have time to constantly monitor the syslogs to follow up with subscribers that were infected with viruses and worms. The ISP knew their subscribers were having problems because the number of users bringing in computers infected with viruses, worms and spyware was increasing dramatically. The ISP did not have an effective automated way to notify infected users and prompt clean up.
“We give network service providers a way to automatically notify users as soon as security threats are detected on their computers. Direct-to-the-browser messaging ensures that users get the alerts and take action to clean up security threats.”
Zachary Britton, CEO - Front Porch
Issues: Subscribers do not have current anti-virus and anti-spyware software Not all the ISP subscribers have an anti-virus or anti-spyware product on their PC. But even those that do have them installed often times do not have the latest updates. And many security experts recommend running several anti-spyware programs to catch all spyware, which subscribers might not know. So, many subscribers have infections they don’t even know about. While many of the infections may not affect the performance of the ISP network they do affect the performance of the subscribers’ computers and add to the burden of technical support. Subscribers are afraid to implement steps to get rid of infection Many of the ISP subscribers use their computer as a tool to get their specific tasks done, and they aren’t particularly computer-savvy themselves. Some infection remedies are pretty intimidating to the non-technical computer user. Subscribers are hard to communicate with ISP subscribers are notorious for frequently changing their email addresses and therefore email was not a reliable form of communication.
Issues:
Subscribers do not have current anti-virus and anti-spyware software Not all the ISP subscribers have an anti-virus or anti-spyware product on their PC. But even those that do have them installed often times do not have the latest updates. And many security experts recommend running several anti-spyware programs to catch all spyware, which subscribers might not know. So, many subscribers have infections they don’t even know about. While many of the infections may not affect the performance of the ISP network they do affect the performance of the subscribers’ computers and add to the burden of technical support. Subscribers are afraid to implement steps to get rid of infection Many of the ISP subscribers use their computer as a tool to get their specific tasks done, and they aren’t particularly computer-savvy themselves. Some infection remedies are pretty intimidating to the non-technical computer user. Subscribers are hard to communicate with ISP subscribers are notorious for frequently changing their email addresses and therefore email was not a reliable form of communication.
Solution provided by Front Porch: Communicate brewing infections Front Porch's Security Messaging service enables network providers to send browser-based security alerts to subscribers anytime they surf the Internet as security events are detected. This service provides the missing link between detecting security events and taking immediate action to notify subscribers. In other words, while existing IDS/IPS solutions detect security events, they don't enable network providers to automatically inform affected subscribers as Front Porch does. Communicate how to update software and how to rid of infection Front Porch security messages also can be very prescriptive in how to take care of infections. Education is a key component of getting customers to help keep their own computers, and the network in general, free of infections. The Front Porch system comes with a library of default end-user messages that the ISP can brand with their own logo. The Front Porch system can also be customized to send custom content designed and hosted by the ISP. Communicate computer repair service The regional ISP was able to customize the messages to also include information about their computer cleanup service. So along with the alert, the subscribers learned that they could bring their computers into ISP’s office where the ISP staff will remove the infection and install the latest anti-virus program for them.
Solution provided by Front Porch:
Communicate brewing infections Front Porch's Security Messaging service enables network providers to send browser-based security alerts to subscribers anytime they surf the Internet as security events are detected. This service provides the missing link between detecting security events and taking immediate action to notify subscribers. In other words, while existing IDS/IPS solutions detect security events, they don't enable network providers to automatically inform affected subscribers as Front Porch does. Communicate how to update software and how to rid of infection Front Porch security messages also can be very prescriptive in how to take care of infections. Education is a key component of getting customers to help keep their own computers, and the network in general, free of infections. The Front Porch system comes with a library of default end-user messages that the ISP can brand with their own logo. The Front Porch system can also be customized to send custom content designed and hosted by the ISP. Communicate computer repair service The regional ISP was able to customize the messages to also include information about their computer cleanup service. So along with the alert, the subscribers learned that they could bring their computers into ISP’s office where the ISP staff will remove the infection and install the latest anti-virus program for them.
“Our direct-to-the-browser messaging solution helped our customer increase awareness of their computer clean-up service, increasing revenue and improving user satisfaction.”
Raul Vaughn, Vice President of Sales at Front Porch
Summary: Continued high level of customer support The regional ISP has been able to continue providing high levels of customer support. They knew that many subscribers were having trouble with infected computers even if the subscribers didn’t know infections were the cause of their problems. Nearly 80% of the messages were about spyware, triggered by 15% of their subscriber base. Spyware is definitely outpacing viruses as the primary threat. Decreased infections With a new view into how many of their subscribers had infections, a report showed the ISP that many of the infections had disappeared since Front Porch activated the security messages. Subscribers are receiving real-time messages in browsers and 50% of them have cleaned up their infections. 60% of the subscribers cleaned up their infection after one message, 30% took less than 10 alerts to clean up their infection. Aware of computer repair service Subscribers with infections now know the ISP will clean their computers. With a new office opening up, the ISP can now provide even more services and get the word out besides print and storefront ads. Spam awareness ISP management is confident that spam is not coming from their network. Reports on potential email spammers, as well as alerts on spyware that often involved spamming without the knowledge of the subscriber, allowed the ISP to be better aware of these occurrences and react when need be. Additional capabilities The ISP is looking forward to using Front Porch’s other unique communications features to alert their subscribers to such things as phishing sites, late bills and scheduled network maintenance.
Summary:
Continued high level of customer support The regional ISP has been able to continue providing high levels of customer support. They knew that many subscribers were having trouble with infected computers even if the subscribers didn’t know infections were the cause of their problems. Nearly 80% of the messages were about spyware, triggered by 15% of their subscriber base. Spyware is definitely outpacing viruses as the primary threat. Decreased infections With a new view into how many of their subscribers had infections, a report showed the ISP that many of the infections had disappeared since Front Porch activated the security messages. Subscribers are receiving real-time messages in browsers and 50% of them have cleaned up their infections. 60% of the subscribers cleaned up their infection after one message, 30% took less than 10 alerts to clean up their infection. Aware of computer repair service Subscribers with infections now know the ISP will clean their computers. With a new office opening up, the ISP can now provide even more services and get the word out besides print and storefront ads. Spam awareness ISP management is confident that spam is not coming from their network. Reports on potential email spammers, as well as alerts on spyware that often involved spamming without the knowledge of the subscriber, allowed the ISP to be better aware of these occurrences and react when need be. Additional capabilities The ISP is looking forward to using Front Porch’s other unique communications features to alert their subscribers to such things as phishing sites, late bills and scheduled network maintenance.
Front Porch, Inc 14520 Mono Way, Suite 200 Sonora, CA 95370 USA Tel: 1-209-288-5500 Contact: Raul Vaughn, VP Business Development, Rvaughn@frontporch.com
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