According to a press release from Calix, CTC has created a cool self-installation strategy…
Calix, Inc. (NYSE: CALX) announces that Minnesota-based, member-driven cooperative Consolidated Telephone Company (CTC) innovated a groundbreaking self-installation strategy, Broadband in a Box™, that more than doubled subscriber growth. CTC developed and launched the strategy by leveraging the award-winning Revenue EDGE™ on the Calix platform, which includes Calix GigaSpire® BLAST systems, managed services, Calix Marketing Cloud (Marketing Cloud), and Calix Support Cloud (Support Cloud). To further accelerate the success of this strategy, CTC also partnered with Calix Premier Customer Success (Premier Success). Initially driven by the pandemic-era need for contactless support, Broadband in a Box enabled new members to get set up with their CTC Complete Wi-Fi service quickly—without the need for a member services technician to visit their home. The innovative approach proved wildly popular. With 95 percent engagement for Broadband in a Box, CTC accelerated their market expansion into Cherry Township, Minnesota, delivering their services to new homes and businesses in mere days. Annual new subscriber growth rates have jumped from 6.5 percent to nearly 14 percent.
Because Support Cloud enables their team to solve most self-installation issues remotely, CTC immediately lowered operational expense (OPEX), reducing unnecessary truck rolls 50 percent. To ensure they continue to understand and meet their subscribers’ needs, CTC recently worked with Calix Business Insights Services to run a Net Promoter Score℠ (NPS®) survey. The result was an exemplary score of 69, with almost half of CTC “promoters” citing customer support as the primary reason for their glowing ratings.
You can check out the press release for the technical details, but I want to point out that, as I recall, the impetus for innovation was wanting to get people the broadband they needed during a pandemic while keeping both the installers and new customers healthy.