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

For 70 years, Blackfoot Communications has been a trusted provider of innovative voice, broadband, network, and managed services. 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. As a member-owned cooperative, our commitment extends beyond connections—we’re here to strengthen and support the communities we’re proud to call home.
 

We’ve always relied on data to continually improve the subscriber experience. For instance, by running 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. Engaging with Calix Business Insights, we used our NPS results, and 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 that examined subscriber sentiment and perception to 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

Six months later, we’re executing against a clear action plan to:

• Give subscribers the services and support they need. We created a dedicated support channel for large enterprises, and we’re offering SmartBiz™ to address local small businesses’ needs for more reliable Wi-Fi, continuity for point of sale, and greater control over their networks. On the residential side, we’re driving the adoption of CommandIQ^® for greater self-service.
  
  
• Empower frontline support teams. Service Cloud equips us to respond to subscriber needs quickly and effectively, reducing frustration for both subscribers and our 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 talks to a Blackfoot employee, our NPS goes up. 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. By identifying promoters, encouraging them to share their positive experiences, and rewarding loyalty, we’re committed to ensuring all 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, the latest tools, and expert guidance to set a course for success.
 

We were also honored to receive a 2024 Calix Customer Innovation Award for outstanding customer service and support and for improving operational efficiency. By focusing on service excellence, we’re transforming subscriber experiences.
 

Schedule a Calix Business Insights consultation today to learn how we can help harness data to supercharge your business.

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.