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May 15, 2024
3 min

How To Hit the Easy Button and Focus on the Subscriber Experience

As a broadband service provider (BSP), imagine having an “easy button” that allows you to scale effortlessly, enhance operations, cut costs, and boost efficiency simultaneously. Envision competing on equal footing with larger competitors and delivering exceptional subscriber experiences that reduce churn and increase overall customer lifetime value.
 

 

That is the power of the Calix Broadband Platform—everything you need to operate a broadband business from a single, end-to-end platform. With Intelligent Access, Unlimited Subscriber, and Calix Cloud®, the platform offers unparalleled network performance, subscriber-first services, and streamlined support for BSPs of any size. Calix Success is also there every step of the way, providing BSPs with the right expertise at the right time to enable success.
 

A unique benefit of the broadband platform is that it provides actionable, data-driven insights in a “single pane of glass” dashboard and ensures that all teams get the information they need when needed. For example, Calix Operations Cloud enables operations teams to predict network behaviors, proactively address network issues, and gain deeper insights into traffic and usage trends.
 

Plus, a platform-based approach empowers teams to do more with less and BSPs to transform every aspect of the business. Efficient operations free up resources for other high-value activities, like improving the subscriber experience—and one BSP, Colorado-based Jade Communications, did just that.

 

Leveraging Network Insights To Improve NPS

Jade wanted to better understand how subscribers perceive the value of their service. An effective way to capture this is through the Net Promoter Score℠ (NPS®), a metric gauging the likelihood of a subscriber recommending your service.

Jade partnered with Calix Customer Success to significantly improve its acquisition and retention within its subscriber base. First, the Calix Business Insights team helped conduct NPS surveys to measure how subscribers perceive value, fully understand subscriber needs, and meet their expectations over time. Calix uses NPS as a measuring stick to identify growth opportunities and areas of improvement.

By combining the NPS survey results with insights from Calix Engagement Cloud, Jade garnered a deep understanding of subscribers and how they engage with their service (almost on a street-by-street basis). For example, Jade can now pinpoint high-bandwidth gamers or subscribers who work from home and service them appropriately. With this information, Jade reconfigured its network according to specific subscriber requirements, increasing its NPS by 20 points! Changes in NPS mean higher referral rates and a lower cost of acquisition.
 

This demonstrates how pushing the easy button—leveraging a platform-based approach—enables BSPs to do more with less and drive a superior subscriber experience.

 

Learn more about engaging Calix Success for expert guidance to achieve and exceed your business objectives, accelerate time to value, and obtain maximum return on Calix Cloud, premises, and access investments.

 

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.

Senior Manager, Customer Success

Dean Delitta is the senior manager, east region customer success at Calix. Dean is responsible for a team that supports Calix Operations Cloud and Calix Service Cloud clients. He has over 35 years of experience in the telecommunications industry as a service provider, equipment/cloud vendor, and global customer, holding positions at MCI, AT&T, Cisco, and Pepsi-Cola International. Dean holds a B.T. in Electrical Engineering Technology from Binghamton University.

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