Here Are 3 Ways Field Techs Can Deliver a Better Subscriber Experience

Today, consumers and businesses have more options than ever for broadband service, even in previously underserved markets. With speed and price no longer differentiating factors, broadband service providers (BSPs) must find new ways to elevate the subscriber experience. Doing so can significantly impact the top and bottom lines. Research by McKinsey & Company indicates that improving customer experience increases revenues by 2 to 7 percent and profitability by 1 to 2 percent.
 

Customer service and support play an integral role in shaping the subscriber experience. Support teams—particularly field technicians—are among a subscriber’s first interactions with a BSP. Field techs are on the front lines of proactively addressing subscriber pain points and delighting them with highly personalized service.

3 Ways To Exceed Subscriber Expectations With Every Onsite Visit

Calix is focused on equipping you to deliver an exceptional experience at every touchpoint in the customer’s journey. We introduced the Calix Field Service App to help you optimize onsite visits for installs, repairs, upgrades, and troubleshooting—increasing subscriber satisfaction and building loyalty.
 

Here are three ways to use the Field Service App to exceed subscriber expectations with every visit:

• Increase quality and efficiency onsite for residences and businesses. The Field Service App empowers technicians to efficiently service residential subscribers and small business owners by reducing the complexity of onsite visits. The app provides guided workflows so technicians (regardless of experience level) can consistently meet high standards when performing installations, repairs, and upgrades. Technicians can validate the service experience immediately with integrated speed and latency testing via Calix Cloud® to ensure optimal network performance—reducing the need for rework or follow-up visits and lowering operational expenses (OPEX).
  
  
• Grow revenue and deliver greater value with SmartLife™ managed services. The Field Service App enables technicians to easily install GigaSpire® systems and optimize the service experience by leveraging real-time Wi-Fi insights. These insights also provide technicians instant access to critical subscriber data, enabling them to combine these insights with onsite observations to offer tailored recommendations (like SmartHome™) that can enhance the subscriber’s experience. Technicians can educate about SmartBiz™ during installation to help small business owners increase patron loyalty and business operations. These services deliver additional value for subscribers and increase incremental annual revenue per user (ARPU), positively impacting your bottom line.
  
  
• Leverage detailed onsite summaries for quality assurance and remote troubleshooting. The Field Service App provides a detailed summary of the onsite visit, documenting every aspect of the installation, repair, upgrade, or troubleshooting. This timestamped summary (the Field Service Certificate) is captured as a PDF and uploaded to Service Cloud. This record can be shared as a checkpoint for quality assurance and subscriber insights for upselling opportunities. This certificate also gives support and operations teams an important reference point and comparison to speed future troubleshooting and improve quality.

Field Service App Drives Significant NPS Gains

For Wisconsin-based Norvado, delivering an exceptional subscriber experience is at the heart of everything they do. This dedication was rewarded last year when their Net Promoter® Score (NPS®) increased by 33 points, an astounding 206 percent. Customer service and support were the top drivers of positive sentiment, so much so that, among respondents who mentioned service and support, the NPS was a stellar +91.
 

It comes as no surprise that the Norvado team has enthusiastically embraced the Calix Field Service App. “Norvado decided early on that we want to get the initial touch, that installation, right the first time,” explained Bob Tapani, customer network supervisor at Norvado. “If we have to make a follow-up truck roll, the subscriber isn’t having a good experience, and it also impacts our overall OPEX. To ensure a high-quality experience, we start all new field technicians with education leveraging Calix University and tools like the Calix Field Service App. With this mobile app, our field techs—of any proficiency—can use the guided workflows and insights from Calix Cloud to simplify the complexities of installations. They can easily deliver a consistent, high-quality experience that improves subscriber satisfaction and operational efficiency.” 
 

Learn how the Field Service App can help you deliver an exceptional subscriber experience from day one. Schedule a demo today.
 

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.