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BroadWorks ECCR Customer & Revenue Risk
ECCR
September 17, 2024
The Cisco BroadWorks ECCR End of Maintenance (EoM) deadline is fast approaching, and an increasing number of service providers are realizing the threats of doing nothing to address it.
In the continuation of our ECCR EoM countdown series, we are now looking at the potential revenue threats ignoring the 30th September deadline could present for service providers across the globe.
Are you a service provider that isn’t seeing this change as something to prioritize? You may think that ECCR EoM is insignificant, however as we highlighted in our recent security risks blog, there are many things to consider when planning how and if to address the ECCR deadline.
Understanding the Deadline
End of Maintenance
The end of maintenance deadline signifies that Cisco will no longer provide support or updates for ECCR. This means no more patches, security updates, or technical support, leaving systems vulnerable to issues that could disrupt service.
Importance of Action
Ignoring this deadline can lead to significant operational, financial, and reputational risks. Service providers must take proactive steps to mitigate these risks and ensure continuity for their end customers.
How could not addressing ECCR pose revenue risks?
Operational Disruptions
Ignoring the ECCR end of maintenance deadline can lead to system failures and operational disruptions. These disruptions could impact business continuity and impact service levels to end customers, which could have a significant impact on customer satisfaction and trust.
For example, if reporting systems fail, it can prevent businesses from effectively managing their workforce and customer interactions, leading to significant fall out which end customers will turn to their service providers to fix.
Loss of Revenue & Increased Costs
Without Cisco’s maintenance, service providers may face increased costs due to emergency fixes and downtime. End of maintenance means that service continuity is at serious risk due to loss of expected capabilities for the end customer. This means impacting their ability to run their day to day operations, resulting in costs for service providers to fix issues they are facing.
Additionally, outdated systems may become inefficient, leading to higher operational costs over time due to needed additional support to ensure ECCR remains seamlessly integrated with other systems that are still being maintained and updated.
Competitive Disadvantage
Service providers that fail to upgrade may find themselves at a competitive disadvantage. Competitors who have upgraded their systems will likely offer more reliable and efficient services, attracting customers away from providers with outdated systems. This can lead to a gradual erosion of market share and revenue.
Customer Reputation & Loss Risks
Degraded Service Reliability
Reliable service is crucial for customer retention. As mentioned, ignoring the ECCR deadline can compromise service reliability, leading to frequent outages and performance issues. Customers expect seamless and uninterrupted service, and any deviation from this can result in dissatisfaction and churn.
Eroded Customer Trust
Service disruptions can erode customer trust. When customers experience repeated issues, they may lose confidence in the service provider’s ability to deliver reliable service. This loss of trust can lead to customer churn, as customers seek more dependable alternatives.
Impacted Brand Reputation
Long-term service issues can damage a service provider’s reputation. Negative experiences can lead to bad reviews and word-of-mouth, which can deter potential customers. A damaged reputation can take years to rebuild and can have a lasting impact on customer loyalty and acquisition.
Some Real World Examples
Here are some real world examples of when ignoring end of maintenance deadlines has had serious impacts on customers and received global media coverage:
WannaCry Ransomware Attack (2017)
This attack exploited vulnerabilities in Windows XP, an operating system that had reached its end of life (EOL). Many organizations, including the UK’s National Health Service (NHS), were still using Windows XP and were severely affected. The attack caused widespread disruption, leading to cancelled medical appointments and significant financial losses.
Equifax Data Breach (2017)
Equifax failed to patch a known vulnerability in the Apache Struts web application framework, which had reached its end of maintenance. This oversight led to a massive data breach, exposing the personal information of 147 million people. The breach resulted in substantial financial and reputational damage to Equifax
Target Data Breach (2013)
Target’s data breach was partly due to outdated software that was no longer supported. Hackers exploited vulnerabilities in the system, leading to the theft of credit and debit card information from millions of customers. This incident highlighted the risks of using unsupported software.
How to Mitigate Risks
Proactive Planning
Service providers need to address the ECCR deadline now. This includes assessing current systems, identifying potential risks, and developing a timeline for upgrades across their customer base. Proactive planning can help ensure a smooth transition and minimize disruptions and damage.
Investment in Upgrades
Investing in necessary upgrades and maintenance is crucial. While there may be upfront costs, the long-term benefits of reliable and efficient systems far outweigh these costs. Upgraded systems can improve operational efficiency, reduce downtime, and enhance customer satisfaction.
Customer Communication
Communicating with customers about upcoming changes and improvements is essential. Transparency can help manage customer expectations and build trust. Informing customers about the steps being taken to ensure reliable service can reassure them and demonstrate the service provider’s commitment to quality.
The Benefits of Being Proactive
Ignoring the ECCR end of maintenance deadline can lead to significant revenue and customer loss risks. Operational disruptions, increased costs, competitive disadvantage, service reliability issues, loss of customer trust, and brand reputation damage are all potential consequences.
However, addressing this challenge now could lead to:
- Stronger customer relationships and trust
- Secure and reliable systems
- Maintained or improved service reliability for customers
- Strengthened brand reputation as a proactive service provider
- Increased revenue with enhanced alternatives
- A competitive advantage against those who decide to do nothing
Though there are many risks to not addressing ECCR, there are also a lot of opportunities which can far outweigh the plan to do nothing.
ECCR EoM may seem like an inconvenience or something of minor relevance, it’s actually an opportunity for service providers to improve their services and customer satisfaction.
To help you understand ECCR end of maintenance, we have created a dedicated education hub to help service providers navigate ECCR end of maintenance, take a look for more information.
If you would like to discuss how you can address the ECCR end of maintenance deadline in a matter of days, please get in touch below: