YK Communications leverages Calix (NYSE:) partnership to construct an entire enterprise mannequin round spectacular buyer assist and differentiated choices”from a security-focused household package deal to outside Wi-Fi”yielding near-perfect Internet Promoter Scores even amongst subscribers with latest hassle tickets, making certain a aggressive edge in increasing Texas markets
SAN JOSE, Calif.–(BUSINESS WIRE)–At the moment, Calix, Inc. (NYSE: CALX) introduced that 10-year buyer YK Communications has revolutionized their total go-to-market and assist mannequin with the Calix Broadband Platform, Calix Buyer Success Companies, and SmartLife™ managed companies. With in depth cloud insights from Calix, the family-owned broadband service supplier (BSP) has turned all subscriber-facing workers into model ambassadors who improve engagement and create upsell alternatives. They ship worth by leveraging the Calix Platform to simply launch differentiated choices like outside Wi-Fi and tailor-made broadband packages such because the Household Guardian plan. The outcomes are constantly excessive Internet Promoter Scores „ (NPS ®), together with an general rating of 92 (up from 80 in 2022), and 99 amongst 46 p.c of subscribers who cite buyer assist as the important thing issue. They even earned a 97 NPS amongst subscribers who referred to as in looking for a decision for a problem.
YK Communications’ NPS survey outcomes had been measured, analyzed, and put into motion by Calix Enterprise Insights Companies (a part of Buyer Success Companies). With further assist from Calix, YK Communications reworked their assist technique from reactive to proactive in simply 18 months. At the moment, they equip their customer support representatives (CSRs), salespeople, and area technicians with real-time buyer assist insights into the subscriber expertise via Calix Service Cloud. By offering frontline workers with deep cloud insights from Calix, BSPs of any measurement can ship distinctive subscriber experiences that win even in crowded broadband markets.
YK Communications exemplifies how distinctive broadband choices and world-class buyer assist result in glad and dependable subscribers. Their partnership with Calix permits them to:
- Ship customized assist with their modern 2-2-2-2 program that drives upsell and earned an NPS of 97. Utilizing Service Cloud on the Calix platform, the YK Communications crew critiques subscriber data to anticipate wants and recommend new companies. Their 2-2-2-2 program, which earned them the Calix Improvements Award for Large of Buyer Assist, ensures check-ins at two days, two weeks, two months, and two years post-installation. YK Communications plans to increase this program to take care of excessive engagement, foster optimistic experiences, and create extra upsell alternatives.
- Promote distinctive choices like their Household Guardian plan with participating and informative advertising and marketing campaigns. Utilizing advertising and marketing insights from Calix Engagement Cloud, YK Communications enhances house Wi-Fi of their Texas communities. Their crew makes use of humor and customized insights to advertise choices like their common outside Wi-Fi, extending protection throughout rural properties. Their Household Guardian package deal delivers a complete suite of managed companies that deal with the broadband wants of households, together with ExpertiseIQ ® parental controls, Bark social media monitoring, DefendIQ ® community cybersecurity, and Arlo Safe video doorbell and safety cameras”multi functional providing.
- Drive 90 p.c of subscribers to make use of their branded app, reinforcing their worth every day. Of their small-town market, YK area technicians make house visits to debate finest practices and arrange subscribers on the CommandIQ ® cellular app, branded with YK’s emblem. Additionally they take the chance to verify in on close by subscribers, maximizing effectivity. Consequently, 90 p.c of subscribers with Calix GigaSpire ® programs use their app, and people with it rated YK Communications 9 factors larger of their latest NPS survey than these with out.
The customizable CommandIQ cellular app mixed with visibility in Service Cloud permits BSPs to select from an array of set up choices. From area technician visits just like the YK crew’s mannequin to subscriber self-installation and assisted subscriber self-installation, BSPs can select the choices that drive app adoption and satisfaction amongst their distinctive subscriber base.
Subscribers in our Texas communities have many selections, so we have to stand out, stated Russell Kacer, president of YK Communications. Our funding within the Calix Platform has turned each worker right into a model ambassador. Subject techs exhibit three cellular app options throughout every house go to, and we use hassle ticket exchanges to strengthen relationships. We have additionally expanded our choices with managed companies from Calix, additional delighting our subscribers. The outcomes are mirrored in our unbelievable NPS survey outcomes”an accomplishment solely doable with Calix innovation and collaboration.
YK Communications’ partnership with Calix helped earn them the NTCA Sensible Rural Group supplier designation. This recognition locations them amongst a choose group of vetted, fiber-based broadband suppliers devoted to driving development and creating alternatives within the communities they serve.
The achievements of YK Communications present what is feasible with a powerful partnership and a shared imaginative and prescient, stated John Durocher, chief buyer officer at Calix. Their groups have deployed the successful playbook on differentiation, working hand in hand with Calix buyer success managers to develop and speed up a assist and go-to-market mannequin that’s delivering revolutionary outcomes”with Internet Promoter Scores within the 90s. In lower than two years, Russel and the YK crew have achieved the assist effectivity and advertising and marketing sophistication of an organization 5 occasions their measurement whereas sustaining genuine, customized interactions. We’re extremely proud to accomplice of their success.
Study YK Communications’ success by watching the webinar, Lasting Love: Gas Enterprise Development With Enduring Subscriber Loyalty, happening at this time at 2 pm ET/11 am PT, or catch it on demand.
About Calix
Calix, Inc. (NYSE: CALX)”Calix is a cloud and appliance-based platform and managed companies firm. Broadband service suppliers leverage the Calix broadband platform, cloud, and managed companies to simplify operations, engagement, and repair; innovate for his or her shopper, enterprise, and municipal subscribers; and develop their enterprise and the communities they serve.
Our end-to-end platform and managed companies democratize the usage of information, enabling our clients of any measurement to function effectively, purchase subscribers, and ship distinctive experiences. Calix is devoted to driving steady enchancment in partnership with our rising ecosystem to assist the transformation of our clients and their communities.
This press launch incorporates forward-looking statements which might be based mostly upon administration’s present expectations and are inherently unsure. Ahead-looking statements are based mostly upon info obtainable to us as of the date of this launch, and we assume no obligation to revise or replace any such forward-looking assertion to replicate any occasion or circumstance after the date of this launch, besides as required by legislation. Precise outcomes and the timing of occasions might differ materially from present expectations based mostly on dangers and uncertainties affecting Calix’s enterprise. The reader is cautioned to not depend on the forward-looking statements contained on this press launch. Further info on potential components that would have an effect on Calix’s outcomes and different dangers and uncertainties are detailed in its quarterly experiences on Kind 10-Q and Annual Report on Kind 10-Okay filed with the SEC and obtainable at www.sec.gov.
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Internet Promoter ®, NPS ®, NPS Prism ®, and the NPS-related emoticons are registered emblems of Bain & Firm, Inc., Satmetrix Programs, Inc., and Fred Reichheld. Internet Promoter Rating „ and Internet Promoter System „ are service marks of Bain & Firm, Inc., Satmetrix Programs, Inc., and Fred Reichheld.
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