Managed services generated an incredible amount of energy and excitement at ConneXions 2022. Leaders from ALLO, Midwest Energy & Communications (MEC), Nex-Tech, and Paul Bunyan Communications shared how managed services are helping them enrich their subscribers’ lives, transform their businesses, and improve their communities. Parents can protect their kids from cyberbullying. Residents can monitor their homes while they’re away. Businesses and communities can offer seamless connectivity. The possibilities managed services offer to subscribers are extraordinary, but customer support leaders will need to easily and efficiently support these offerings.
Exceed Subscriber Expectations While Investing in Managed Services
As Calix continues to expand the roster of managed services, it’s natural that the sheer number of options can feel overwhelming. That’s why support teams need the tools and resources to efficiently launch, troubleshoot, and scale an ever-expanding array of new and valuable offers. The goal in deploying new managed services is to deliver world-class services while maintaining industry-leading experience and support.
Calix invests in our platform and services so you can deliver exceptional support and frictionless subscriber experiences. Here are three ways we’re positioning you for managed services success:
Equipping support teams to service new markets and services. Calix Support Cloud (Support Cloud) gives you the power to service residential, community and small business segments with a single, intuitive and familiar support system as your company offers an expanding array of managed services for those segments. As your company looks to give previously underserved small businesses the fully managed productivity and support they need, you can confidently launch Calix SmartBiz™ (SmartBiz), Calix's newest offer, with the same excellent support you already deliver to other segments.
Automating and streamlining processes to increase support efficiency. With each quarterly release, we enhance Support Cloud, making it even easier and faster for support teams to troubleshoot Calix SmartHome™ and Calix SmartTown™ managed services. Updates to improve usability, streamline escalation processes, and automate call outcomes will help reduce call resolution times and enable a more proactive support experience.
Partnering to help you launch, support, and scale managed services with confidence. This year, we are increasing our Calix Customer Success Services (Customer Success) organization so you have the expertise and resources you need to simplify the rollout of managed services. With services like Smart Start for Managed Services and Calix Support for Managed Services, Customer Success helps you plan, launch, support, and scale new managed services that will differentiate your business and delight subscribers.
Tombigbee Supports a Growing Portfolio of Managed Services To Deliver Greater Value to Community
Mississippi cooperative Tombigbee Fiber is a great example of a company winning with managed services and excellent customer support. They see SmartTown as a great opportunity to build on the end-to-end Calix network and managed services they’ve deployed to deliver even greater value to their community. They already provide SmartHome services, including ProtectIQ® network security and ExperienceIQ® parental controls, to every member as part of their Wi-Fi package, and they’re going to be offering Arlo Secure connected cameras and Bark social media monitoring to further protect their members. Now Tombigbee is looking at opportunities to deploy SmartTown.
Tombigbee CEO Tom Hendrix shared his perspective on rolling out this new service: “SmartTown is an amazing concept that will enable us to bring a world-class offering to small towns across Mississippi, powering everything from smart water meters to connectivity at civic events. In Tupelo, we already have Calix GigaSpire® systems and SmartHome services deployed all over town—so why add in another technology? By using our existing Calix platforms and cloud products, including Support Cloud, we can roll out SmartTown quickly and cost-effectively.”
Managed services provide BSPs with unprecedented opportunities to grow their business at a pace that’s reasonable and manageable. By partnering with Calix, you get access to all the benefits these managed services provide, without the friction or worry that sometimes accompanies the adoption of new solutions and services. With our growing ecosystem of services, tools, and resources, Calix helps BSPs of any size transform their businesses to become experience providers—enriching communities and empowering subscribers.
As always, Calix and our entire community are here to help you achieve your customer success goals. If you have questions or feedback about how we can help you meet and exceed your objectives, email me at firstname.lastname@example.org or connect with me on LinkedIn.
United Fiber Shares 3 Ways Customer Support Will Help Achieve Its Expansion Goals
When we entered the fiber broadband business as United Fiber 10 years ago, we didn’t imagine the level of demand we’re experiencing for our services today. It’s remarkable to think that we drove an 11 percent increase in subscriber signups in just three weeks when we announced our expansion into the city of St. Joseph. Our accelerated growth has put pressure on our systems and limited resources, so we’ve had to be smart about how we expand. For us, that means differentiating with technology and data to create the kind of customer experience that previously unserved and underserved Missourians deserve.
Keeping pace with the rapidly changing world of broadband services can feel overwhelming. Now that many broadband service providers (BSPs) are shifting the “speed-first” mentality and rethinking how to differentiate themselves in a crowded marketplace, subscriber experience and new managed service deployments take on even greater importance. The transition places substantial responsibility on the role of customer support teams, yet it also presents an opportunity.
We want your subscribers to love you so much that they wouldn’t even think about leaving for another broadband service provider (BSP). If you want to attract new subscribers, start by differentiating the subscriber experience with services that further enhance and connect a consumer’s digital lifestyle—for instance, with managed services like Calix SmartLife™ that enable you to expand markets and bring more value to communities. And once they become your customers, you must retain them. That’s where customer support takes over.