3 Ways Leading BSPs Embrace the Cloud To Transform the Subscriber Experience

Anne Guenther

Product Marketing Director, Support Cloud, Calix

Most broadband service providers (BSPs) recognize that competing on speed or price is no longer a winning proposition. Subscribers-whether they're consumers, small businesses, or even communities-expect more from their BSPs. They want secure, reliable Wi-Fi; exciting, value-added services like network security or connected cameras; self-service capabilities to manage their experience; and anytime, anywhere access to customer support. In short, they want a differentiated experience.

Delivering this differentiated experience might sound complex, but it doesn't have to be. You just need the right tools. Cloud-based technology-like Calix Cloud^®-gives your entire organization immediate access to the data and analytics that empower them to anticipate subscribers' needs, quickly resolve problems, and improve satisfaction.

Taking Subscriber Experience to the Next Level

Only Calix Cloud aggregates subscriber insights, network intelligence, and platform performance to give support teams a 360-degree view of the subscriber experience. Customer support representatives (CSRs) have end-to-end visibility, all the way from the WAN to residential gateways, Wi-Fi, connected devices, and even down to subscriber apps. This unprecedented visibility allows BSPs to simplify support processes and drive even greater efficiency. But it also allows them to do much more. Here are three ways that innovative BSPs are taking advantage of Calix Cloud to take subscriber experience to the next level.

• Understand the subscriber experience and build loyalty for life. Jade Communications' CSRs-known as Wi-Fi Wizards-rely on Calix Cloud to gain an in-depth understanding of subscribers and their experience. They can see which subscribers are heavy streamers or work from home and ensure their plans meet their needs. They can identify households without connected cameras and recommend the right Jade Security package. The Wi-Fi Wizards can even tell if subscribers have rebooted their Wi-Fi systems and then proactively contact subscribers to ensure everything is working properly. Jade's subscribers love the experience-and that's why the Colorado BSP has been voted Alamosa County's best internet for three years and achieved a Net Promoter Score℠ (NPS®) of 55.

• Get proactive to anticipate subscribers' needs. Minnesota cooperative CTC has taken advantage of Calix Cloud to completely transform their support operations-and their business. During the pandemic, they developed their Broadband in a Box™ solution to set up new members without an in-home visit. Calix Service Cloud (Service Cloud) allows CSRs to monitor activations and ensure installations are successful. With complete visibility into their members' experience, they can diagnose and remotely troubleshoot most issues. Even better, CSRs can identify and resolve potential problems before members are aware of them. This proactive approach enabled CTC to eliminate 50 percent of truck rolls and connect 95 percent of new subscribers remotely-accelerating expansion while reducing operating costs.

• Transform support into brand ambassadors. By leveraging the growing capabilities of Calix Cloud, Tombigbee Fiber CSRs are exceptionally well informed about the intricacies of their network. End-to-end network visibility, insights into ONT health, and alarms and notifications delivered by Calix Operations Cloud and Service Cloud have helped them reduce mean time to repair from six hours to 1.5 hours while also cutting truck rolls. Backed by Calix Cloud, customer support staff wow subscribers with expert knowledge and proactive solutions. For Tombigbee, Calix Cloud gives them one more way to enhance the overall subscriber experience and maintain their 91 NPS.

Powering Up the Subscriber Experience

We continue to innovate and evolve Calix Cloud, equipping support teams with greater intelligence, insights, and automation with every quarterly release. In particular with Service Cloud, we're empowering BSPs to not only streamline support processes but also to better understand subscribers and meet them where they are with personalized interactions. We're helping them power up a differentiated subscriber experience that increases satisfaction, builds loyalty, and reduces churn.

Learn how embracing the cloud can help you transform the subscriber experience. Download our eBook "How You Can Scale for Growth and Deliver an Exceptional Subscriber Experience."

Net Promoter^®, NPS^®, NPS Prism^®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score^℠ and Net Promoter System^℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.