Why Transformation Should Be at the Core of Your Support Organization

A headset with white abstract networking and support icons overlaid

What do Amazon, Apple, Netflix, and Buc-ee’s have in common? At first glance, probably not much. They have different backstories, business models, and paths to success. But at the heart of each is a culture of transformation. They continually evolve their businesses to gain—and maintain—their leadership position.

These are high-profile examples of successful transformation, but any company, large or small, can do this. Many Calix customers—like Tombigbee Fiber, SCTelcom, and CTC—have transitioned from generations-old rural telephone companies or electric cooperatives to become broadband service providers (BSPs), leading in their markets. They have wholeheartedly embraced transformation, always adapting to meet subscriber needs.

Transforming Your Service and Support Strategy

Here are five steps to make continuous transformation a core competency of your support organization.

Foster a mindset of transformation. As the first touchpoint with subscribers, customer service and support shape the experience. Encourage out-of-the-box thinking to find new ways to delight subscribers, build loyalty, and increase value at every journey step.
Align and empower your teams. Ensure team members understand the importance of their contributions to the overall subscriber experience. By aligning everyone with this common goal, you ingrain a culture of excellence backed by best practices, consistency, and quality.

Listen to your subscribers. This can range from conducting transactional customer satisfaction (CSAT) surveys to field technicians making subtle onsite observations by field technicians. Take advantage of regular touchpoints to gauge satisfaction, make recommendations, and ensure retention.
Enhance the customer experience. With an in-depth understanding of subscribers and their lifestyles, support teams can proactively enhance the experience. Field technicians may offer managed services, like social media monitoring for households with children, or replace third-party residential gateways for streamers with subpar performance. These personalized touchpoints make subscribers feel prioritized and well supported, increasing satisfaction and loyalty.
Establish an operating rhythm. Define a process to implement, measure, and evolve your support operations. Use data to challenge long-held assumptions about subscriber needs and wants. Continuously refining the operating rhythm based on measurable data will help your team meet and exceed expectations.

The Power of Transformation

One BSP exemplifying the power of transformation is YK Communications. The family-owned BSP revolutionized their entire go-to-market and support model with the Calix Broadband Platform, Calix Success, and SmartLife™ managed services.

YK implemented an innovative “2-2-2-2” program, checking in with subscribers two days, two weeks, two months, and two years post-installation. This strategy helped YK achieve a stellar 92 overall Net Promoter Score℠ (NPS®)—and an unheard-of 99 NPS^® among subscribers who cited customer support as the key factor in their rating.

Learn how to accelerate your support transformation. Schedule a consult with Calix Success 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.

By Bridget Watkins

Area Vice President, Customer Success, Calix

Bridget Watkins is the area vice president, customer success at Calix. Bridget is responsible for helping service providers maximize opportunities through premises solutions that elevate the subscriber experience. Before Calix, Bridget was a vice president of a telecommunications company and served on the NTCA Marketing Committee. She has over 20 years in the industry, working directly for service providers and as a consultant.