Exceptional Support Can Deliver You a 9.5/10 Customer Satisfaction Score—Even in Times of Rapid Change

Service providers seeking growth must unlock new markets and generate new ways to deliver value. Calix SmartTown™, for example, is a breakthrough solution that extends a subscriber’s residential Wi-Fi experience into their community—helping BSPs grow their businesses beyond the four walls of the home. 

Support teams must keep pace. New services can involve different subscriber support needs, yet this doesn’t have to mean more complexity if support teams have access to the right data, tools, and resources. 

That’s why we’re leveraging the power of Calix platforms to provide data from the WAN, residential gateways, Wi-Fi, connected devices, and subscriber apps. This gives end-to-end visibility into the subscriber experience, which can simplify support processes and drive efficiency. For example, we’re extending Calix Service Cloud (Service Cloud) to provide proactive monitoring and subscriber support for SmartTown—enabling support teams to easily integrate the new service into existing workflows.  

All the Insight You Need in a Single View

Service Cloud gives support teams everything they need to know in one system and in a format they easily understand. They’re no longer drowning in data or “swivel-chairing” between different systems. They’re using actionable insights to troubleshoot faster and serve subscribers more efficiently. Furthermore, Calix Customer Success Services can help support teams optimize their operations—simplifying support even more. As a result, any concern about supporting a new service can be resolved. 

Service providers are taking advantage of Service Cloud and the CommandIQ® mobile app, which allows subscribers to manage their own experience, to effectively support the rollout of managed services. Take Oklahoma-based Centranet, for example, which was able to grow its subscriber base to over 4,000 since launch in 2021 and deliver an exceptional customer satisfaction score of 9.5 out of 10 while:  

• Rolling out managed services, ExperienceIQ® and ProtectIQ®, with adoption rates of 94 percent two months after launch
• Reducing the number of inbound calls being escalated to Tier 1 support by 50 percent, together with ProtectIQ and ExperienceIQ
• Driving a 92 percent adoption rate of CommandIQ

Calix is helping BSPs such as Centranet every step of the way as they roll out and support exciting new managed services. By harnessing the power of our platforms, Calix is enabling even the smallest BSPs to deliver world-class customer support with Service Cloud and CommandIQ—and become giants in their markets.