July 23, 2018 by Pam Ferguson

It’s not just another day at work for Heidi. How is Calix Cloud making her job easier?


Since Calix Marketing Cloud (CMC) and Calix Support Cloud (CSC) were first introduced last year, we have been on a continuous journey of innovation adding a mix of breakthrough features and enhancements along the way.

Our latest updates are dedicated to making everyday users like Heidi Tietz’s jobs easier. For details, check out our recent release that focuses on helping CSC and CMC users make better decisions, faster with speedier access to subscriber insights and improved workflows.

Last week, I had the pleasure of connecting with Heidi Tietz, a Tier 2 Technical Support Specialist at Mosaic Telecom. Mosaic, a leader in the rural telecom industry, delivers both residential and business services in northwestern Wisconsin.

Heidi’s been using Calix Support Cloud for some time now, and recently indicated how it’s changed the way she works in many ways. She shared some great insights.

Here are a few highlights from our conversation.

Is there one highlight that’s changed the way you support your subscribers today?

By the time our subscribers get to Tier-2, they have already been troubleshooting and are looking for a resolution to their issue. Calix Support Cloud has allowed us to fix that issue in a timely matter.

While there are many things I like about Calix Support Cloud, SmartCheck, the red/yellow/green color-coded dashboard stands out the most. Being able to get an at-a-glance view of the complete WAN, Gateway, Wi-Fi and connected devices’ health, and quickly root cause any issues makes the call go so much faster. The calls end up being a lot more pleasant and easier for both me and the customer.

Being a long-time Calix customer using CC+ in the past, how does Calix Support Cloud compare?

Before we fully started using CSC, we went back and forth a little between the tools. First, I was in a group training to understand the basics, but the one-on-one time with the Success team really got me up to speed and feeling like a pro.

I like that CSC has a cleaner look and is very user friendly. I can get to all the information I need in a timely matter. The integration with our billing systems ensures that all of our subscriber data is captured in a timely and accurate manner.

Before, I had to really work hard to get the information I needed. Now my job’s so much easier, and I’m less frustrated. And my troubleshooting time has gone down easily by one-third.

Do you have a specific example where the information at your fingertips seemed priceless?

Yes. Recently, I had a subscriber call in insisting that she was not using much bandwidth, but her internet was flaky. With CSC, I was quickly able to see that it was a particular gaming site that was causing the problem. She soon realized that her son was the super user in the house, and it gave me the opportunity to both educate her about data consumption and recommend an upgrade.

I was not only able to use the information on hand to resolve the problem quickly, but also generate revenue with the upsell.

Heidi is just one of many users we continue to listen to for ensuring we are on track to making everyday users love the tools that make them better at their jobs. As the latest release shows, we partnered with our customers to make a huge difference in their daily subscriber interactions.

Contact us to learn more about what Heidi’s enjoying in Calix Support Cloud.