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Sep 21, 2023
3 min

Want To Deliver Award-Winning Subscriber Satisfaction? Transform Your Operations

NextLight is a community-based and community-owned internet service provider (ISP) in Longmont, Colorado. Our subscribers are also our friends and neighbors, which gives us an extra incentive to meet and exceed their expectations. We’re proud to say we’re succeeding, as demonstrated earlier this year when NextLight was voted PCMag Readers’ Choice Top ISP in the nation, scoring 9.9 out of 10 for overall satisfaction.

We didn’t receive this award because our network is perfect. Like any other ISP, we occasionally suffer unexpected outages and service disruptions. But it’s in those situations, when our subscribers need us most, that our reputation for customer service excellence shines.

Partnering for Success

How do we do it? Since our inception in 2014, we’ve collaborated with trusted partners Calix and GLDS to build one of the most intelligent networks in the country. This relies on closely integrating each partner’s functions and platforms and creating a next-generation operations ecosystem. We are now introducing the latest automation and machine learning (ML) capabilities to make network management quicker and smarter.

In the old way of doing things, an ISP might not be aware of an outage until a frustrated subscriber called to report it. By then, it’s already too late. At NextLight, we flipped this process. We can identify the specific subscribers, systems, and services impacted by an outage in seconds and then push notifications to impacted customers before they know there is a problem.

Instant Access to Actionable Data

The key to achieving this is ensuring our operations and support teams have the necessary, critical information. We rely on Calix Cloud to provide our teams with real-time actionable data. With an end-to-end view of the subscriber experience—from applications in the home to the edge of the network—our teams can determine the problem, troubleshoot efficiently, and reduce the need for truck rolls. We also enable subscribers to help themselves using the NextLight WiFi app, based on Calix CommandIQ®.

Our subscriber satisfaction scores speak for themselves, but we’re not stopping there. By continuing to evolve our network and leveraging partnerships with Calix and GLDS, we’re working to make our award-winning internet service even better for the people of Longmont. That’s the most important award we can achieve.

To learn more, download our eBook "How Embracing Automation Can Boost Productivity, Lower Costs, and Transform Your Operations."

Manager, Network Operations and Engineering, City of Longmont (Colorado)

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