How We Used Data-Driven Insights To Develop an Action Plan for Success

A woman with a headset on while viewing data-driven insights on a computer monitor

For more than 70 years, Blackfoot Communications has served as a member-owned cooperative and trusted provider of innovative voice, broadband, network, and managed services. Our commitment extends beyond connections—we’re here to strengthen and support the communities we’re proud to call home. With deep roots in rural Western Montana and Eastern Idaho, we pair state-of-the-art technology with a customer-first approach, always adapting to meet the unique needs of those we serve.

We rely on data to continually improve the subscriber experience. For instance, by conducting regular Net Promoter Score℠ (NPS^®) surveys, we learned that our enterprise customers with more complex requirements and higher expectations weren’t getting the right level of support. We also needed to improve our first call resolution (FCR) and reduce trouble tickets.

Data as a Catalyst for Change

Before implementing any major changes, we wanted to dive even deeper into the data. We partnered with Calix Business Insights, to use our NPS results, along with data from Calix Cloud, our billing systems, trouble tickets, service orders, and transactional surveys, to complete two health assessments.

First, we conducted a subscriber experience analysis to examine subscriber sentiment and perceptions and identify the key drivers of member satisfaction. Second, we conducted a service operations analysis that dug into support data and processes, enabling us to shape a new, improved support function.

By collating and analyzing the data, the Business Insights team helped us develop a holistic overview of the overall Blackfoot subscriber experience and a strategy to achieve operational efficiencies

An Action Plan for Success

With these insights, we had a clear action plan:

Give subscribers the services and support experience they need. We created a dedicated support channel for large enterprises and began offering SmartBiz™ to address the local small-business needs for reliable Wi-Fi, point-of-sale continuity, and greater control over their networks. On the residential side, we’re driving the adoption of CommandIQ^® to enable greater self-service.
Empower frontline support teams. Calix Service Cloud equips us to respond to subscriber needs quickly and effectively, reducing frustration for both subscribers and employees. By fully leveraging Service Cloud, we increased operational efficiency by 12 percent in just 30 days. Better network diagnostics and streamlined resolution codes helped us cut unnecessary equipment replacements by 23 percent. We’ve also increased our FCR, reduced trouble tickets and escalations, and reduced truck rolls to less than 15 percent.
Deliver a personal, local experience. We’re growing the team at our Missoula headquarters, bringing more tech support in-house to enhance our support experience. When a subscriber speaks with a local Blackfoot employee, our NPS improves. Pairing our community-oriented values with exceptional customer service is key to our success.
Leverage data to improve subscriber engagement. Backed by data from Calix Cloud, we’re producing educational marketing campaigns highlighting common Wi-Fi pain points, such as hitting service limits. We’re also identifying promoters and encouraging them to share their positive experiences and rewarding loyalty. We’re committed to ensuring our members love Blackfoot over the long term.

Data-Driven Insights Are Our Competitive Differentiator

Our data-driven approach has been transformative—from fueling new service launches to reaffirming the importance of local. As a rural cooperative, we must deliver the best possible experience for our communities. We are using data, intelligent tools, and expert guidance to set a course for success.

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.