Create the Frictionless Self-Install or Self-Upgrade Experience That 80 Percent of Subscribers Want

In the broadband customer journey, “moments of truth” are the key interactions that shape the subscriber’s perception of their provider. These moments either build trust and satisfaction or cause frustration and churn. Among these, the installation process is the most pivotal.
 

Today’s subscribers expect speed, simplicity, and control. So, whether it’s a first-time install or you’re looking to upgrade the subscriber to powerful GigaSpire® systems so they can enjoy a smarter home experience, expanding your white glove service to include self-install and self-upgrade is critical.
 

In my role at Calix Success, I frequently engage with broadband service providers (BSPs) to explore strategies to transform into a brand that subscribers truly value. This evolution leads to becoming a broadband experience provider (BXP), where the subscriber experience is at the core of your strategy.

Give Your Subscribers What They Want: The Power of Choice

While plenty of subscribers appreciate a site visit from your technician to handle their installation, many also prefer a do-it-yourself (DIY) approach. The opportunity is to deliver a premium self-install and self-upgrade experience that feels personal and empowers your subscribers.
 

Industry research backs this up. According to Calix Market Insights, 80 percent of subscribers prefer self-install, as long as it is frictionless. That is: a seamless, intuitive, and empowering installation experience that allows subscribers to set up their services independently—without requiring a technician visit—while still feeling supported and in control.

How Frictionless Self-Install and Self-Upgrade Experiences Can Boost Sales by 70 Percent

One BXP, Peñasco Valley Telecommunications (PVT), is a shining example of how to deliver frictionless experiences. By transitioning 60 percent of their subscribers to GigaSpire systems using self-upgrade kits, they not only delighted their subscribers but also saw a 70 percent increase in sales and a $5 monthly boost in average revenue per user (ARPU). A true testament to the potential of self-upgrade strategies!
 

Here are a couple of considerations to create, optimize, and promote self-install and self-upgrade excellence:

• Leverage easily customizable self-install and self-upgrade playbooks, plus marketing and creative assets available from Calix
  
  
• Deliver a great installation experience regardless of method, delivering clear, visual instructions and app-based set up
  
  
• Provide on-demand support during the installation set up window
  
  
• Follow up with a personalized check-in after setup

Enable Your Self-Install and Self-Upgrade Strategy with Calix Success

Through our experience working with hundreds of customers, I wanted to share a list of best practices from the Calix Success team.

• Take advantage of a branded mobile app, like CommandIQ^®, for a self-install and self-upgrade that effortlessly guides the subscriber through setup in real time.
  
  
• Anchor your approach in proven practices. Use Calix Knowledge Base articles to simplify subscriber self-installs and upgrades.
  
  
• Create a strategic rollout plan. Partner with Calix Business Insights for a complimentary data analysis to identify ideal GigaSpire upgrade candidates and receive tailored rollout recommendations.
  
  
• Deliver premium unboxing experiences. Provide professionally packaged activation kits with clear instructions and virtual support—offering a white glove experience without the truck roll.
  
  
• Leverage marketing and sales expertise. Calix Success Guidance can help co-develop launch plans, personalize messaging, and execute high-impact campaigns—fast.

Calix Success is your trusted partner for transforming installs and upgrades into defining brand moments for your subscribers. Get started with us today! Open a Success Engagement Case via My Checkpoint today to begin.