Your Network Roadmap to Success and Managing the Subscriber Experience

For operations teams, the journey from managing the network to managing the subscriber experience may seem long and complex. The end goal is to create a fully automated, real-time system to improve the subscriber experience proactively. 
 

This requires building processes and delivering actionable insights that benefit the operations team and the holistic organization—ensuring complete alignment on the subscriber experience. Sounds great, right? But how do you get there? 
 

Leveraging Calix Success To Transform Your Network Operations

The Calix Success team works with hundreds of broadband service providers (BSPs) to leverage the power of the Calix Broadband Platform and drive this business transformation. This includes empowering operations teams to maximize using advanced tools such as Calix Operations Cloud. 
 

Because transformations don’t happen overnight, it’s helpful to track where you are on your journey to track and accelerate your progression.
 

That’s why Calix Success developed a Network Operations Continuum that outlines five stages of a BSP’s network operations. The ideal state is Stage 5: as an experience provider. Understanding where you are today is essential.

How To Progress Down the Network Operations Continuum

Let’s look at an example. At Stage 1, operations teams are in a “break-fix” mode, often unaware of a network problem until a subscriber reports it. This results in lengthy response and resolution times and a poor subscriber experience.
 

Collaborating with Calix Success, you can implement processes and best practices that help you progress to Stage 2. This could involve optimizing automated network reports (to ensure thresholds are set correctly) or automating alarm notifications for real-time outage alerts.
 

By following this continuum, you’ll be able to address network issues proactively before they impact subscribers.

Tipmont’s Transformation Using the Continuum

Tipmont, an electric cooperative based in Indiana, is one example of a BSP that has successfully progressed through the continuum and is reaping the rewards. Tipmont fundamentally changed how they serve their members by running their operations on the Calix Broadband Platform.
 

“Where we were once reactive in managing service disruptions and outages, we’re now proactive,” says Josh Rice, Network Operations Center Supervisor at Tipmont. “We get real-time alerts of potential network issues and use geo-mapping features to identify impacted subscribers instantly. This enables us to address problems faster than ever before, resulting in fewer calls to our support team and huge cost and efficiency savings.”
 

You can achieve similar results, and the Calix Success team can show you how. Get started by booking a complimentary 360 Consultation.