How Data Insights Helped MGW Increase First-Call Resolution by 117%

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Are your operations and support teams overwhelmed? As networks become more complex, subscribers expect more than speed—they demand uninterrupted reliability and high performance. As technology evolves rapidly, broadband service providers (BSPs) need smarter tools to proactively identify and resolve issues before they impact the subscriber experience.

MGW Networks tackled this head-on by partnering with Calix Business Insights Services (BIS) and leveraging the Calix Broadband Platform to unlock data-driven decisions that transformed their operations and enabled service excellence.

Addressing Business Challenges To Improve Subscriber Satisfaction

MGW faced several business challenges. Operational inefficiency led to higher truck rolls, Tier 2 escalations, and lower first-call resolution (FCR). Limited visibility into speed testing data hampered Tier 1 troubleshooting. And funding compliance requirements for performance testing added pressure to streamline the process of validating service quality.

These issues impacted both subscriber satisfaction and funding eligibility. By partnering with BIS and leveraging Calix Speed and Performance Insights, MGW reshaped its operations and elevated subscriber satisfaction to new heights.

Enabling Data-Driven Decisions With the Calix Broadband Platform and BIS

MGW’s transformation marked a decisive move to a platform approach, unlocking a unified, cloud-driven foundation for smarter, faster, and data-powered decision-making.

By replacing legacy testing tools with automated, scalable Speed and Performance Insights, MGW streamlined troubleshooting and improved testing reliability. Centralized access to speed testing and network performance data through Calix Service Cloud and Calix Operations Cloud delivers end-to-end visibility—empowering teams to proactively optimize performance, reduce escalations, and elevate the subscriber experience.

BIS-led discovery sessions helped connect the dots between MGW’s Net Promoter^® Scores (NPS^®), trouble tickets, and outage reports. This provided new insights into the subscriber experience, defined KPIs, and uncovered micro-segmentation opportunities.

Transforming Operations With Actionable Insights

Through BIS, MGW unlocked the full potential of their data. Strategic consultations and action planning aligned operational processes with business goals, turning raw data into actionable insights.

Real-time access to Service Cloud tools and speed testing data enabled MGW to improve Tier 1 troubleshooting and reduce escalations, including:

Increasing FCR from 30 to 65 percent
Reducing truck rolls by 35 percent
Cutting Tier 2 escalations by 65 percent

Operations Cloud dashboards further empowered teams to filter, analyze, and export performance data for deeper insights. Cross-functional collaboration among support, operations, and leadership ensured alignment on KPIs and strategic goals.

Achieving Insight-Driven Service Excellence

MGW’s journey illustrates the transformative power of combining BIS with performance testing tools. By harnessing insights across systems, services, and subscribers, MGW significantly improved operational efficiency and strengthened subscriber loyalty—reflected in their impressive 89 NPS.

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.