Unleash the Power of Clean, Targeted KPIs and Trade Guesswork for Results

If you’re on a broadband operations team, one of the fastest ways to stand out is simple: Walk into your GM’s office with a one-page KPI report and say, “Here’s where we are—and here’s where we’re going.” That’s the power of clear, targeted KPIs. They help you move beyond guesswork and lead with confidence.

Instead of reacting to every alarm, lead with a strategy. A smart KPI framework helps you do just that, starting with a baseline health check across your entire network. With the right framework in place, you can move beyond daily firefighting and start leading with a data-driven approach. You’re no longer just reacting to issues as they arise; you’re building a preventive strategy that empowers your team with the insights and tools to identify and resolve problems before they impact subscribers.

Transform Network Operations To Manage the Subscriber Experience

For operations teams, the journey from managing the network to managing the subscriber experience may seem long and complex. The end goal is to create a fully automated, real-time system to improve the subscriber experience proactively. This is Stage 4 on the Network Operations Continuum used by the Calix Success team to track the transformation of a broadband service provider (BSP) into a broadband experience provider. This stage requires building processes and delivering actionable insights that benefit the operations team and the holistic organization, ensuring complete alignment on the subscriber experience.

This structured approach is part of a proven plan designed to help you progress from reactive to proactive—supported by Calix every step of the way.

The 4 Ways To Leverage KPIs To Transform Your Operations

Here are four ways to get the most of your KPIs to support smarter decisions and more strategic conversations:

Prioritize where you need to act. Use KPIs to identify problem ONTs, recurring alarms, and power- or fan-related issues across your network. These insights directly point to existing or emerging network issues, and resolving them helps your team reduce trouble tickets and increase uptime where it matters most.
Understand who’s using what—and when. See which subscribers consume the most bandwidth and what’s driving usage. Armed with this data, you can plan capacity more effectively, target capital resources where they are needed most, and maintain performance—even during peak demand.
Isolate outages and rapidly find root causes. Outage detection reports let you group alarms by PON, location, or region so you quickly see which subscribers are impacted and you can trace issues to the root cause. No more guessing. Just faster resolution.
Stay ahead of trouble. Spot early signs of instability—like low light levels or BIP errors—before subscribers call. These alerts help you act early. Leverage remote diagnostic tools to further determine the root cause and location before dispatching a technician. This approach minimizes operational expense, prevents escalations, and preserves service quality.

Catch Problems Before Subscribers Notice

While it is may seem easy to maintain the current course of reacting to problems, doing so means you really are stuck in survival mode—fighting fires instead of fixing the root cause. But a strategic KPI approach helps you shift from chaos to control. With the right insights, you can anticipate issues and lower costs by reducing outages and costly emergency repairs all while driving better subscriber experiences every day.

Calix makes this transformation not only possible, but achievable. With Calix Operations Cloud and Service Cloud, you can benchmark performance, catch anomalies early, and act fast to prevent service issues. And with the award-winning Calix Success Program, you can gain expert coaching and a clear roadmap to long-term operational excellence. At the end of the day, it’s not about just about tracking KPIs. It’s about empowering your team with insights, tools, and expert guidance to deliver a more resilient network, a better subscriber experience, and a stronger, more strategic operation.

Let us show you how setting smarter KPIs can transform your operations. Get in touch with our Business Insights team today.

By Dean DeLitta

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.