Silver Star Elevates First Call Resolution by 83 Percent While Surpassing Growth Plans in Record Time, Earning Calix ‘Giant of Customer Service and Support’ Award
December 12 2023 - 12:30PM
Business Wire
Silver Star Communications receives a 2023
Calix Innovations Award for maintaining exceptional customer
support—leveraging Calix Service Cloud and Customer Success
Services to achieve an 83 percent increase in first call resolution
and solve subscriber issues 35 percent faster—all while completing
an historic network expansion in half the expected time
Calix, Inc. (NYSE: CALX) honored its customer, Silver Star
Communications (Silver Star), with a 2023 Calix Innovations Award,
recognizing them as a “Giant of Customer Service and Support.” The
award spotlights Silver Star for maintaining customer support
excellence while growing rapidly across Idaho and western
Wyoming.
Silver Star recently completed a $100 million fiber-optic
network expansion in five years instead of the expected 10,
becoming the first broadband service provider (BSP) to deliver 10G
service in Wyoming with an XGS-PON network. A Calix customer for
more than a decade, Silver Star leverages the Calix platform and
award-winning Calix Customer Success Services (Customer Success) to
provide superior customer support that contributes to exceptional
subscriber experiences.
Along with support and training from Customer Success, Silver
Star leverages deep data and insights in Calix Service Cloud on the
Calix platform to advance subscriber visibility and improve
operational efficiencies for their customer support team. With
deeper data-driven insights, Silver Star’s customer service
representatives (CSRs) increased their first call resolution rate
83 percent while reducing unnecessary truck rolls by 41
percent—leading to a better experience for their subscribers and
greater operational efficiency for their business.
“Customer service is paramount to us. In the event of network
issues or trouble calls, it is vital that we resolve them with
minimal disruption,” said Barbara Sessions, president at Silver
Star. “For over a century, Silver Star has prioritized providing
exceptional customer support. By leveraging the Calix platform and
guidance from the Customer Success team at Calix, we have expanded
our network in record time while maintaining the level of service
excellence our subscribers expect.”
This customer-centric growth strategy underscores Silver Star’s
commitment to innovating for their community, a tradition that
spans an impressive 111 years. Silver Star leverages the Calix
platform to grow their business and maintain a high level of
customer support by:
- Solving subscriber issues 35 percent faster and reducing
hardware replacements. With the help of Calix Premier Customer
Success and Calix Business Insights Services (a Customer Success
program) Silver Star standardized troubleshooting processes using
Service Cloud. This led to a better subscriber experience, enabling
CSRs to solve issues 35 percent faster and cut the number of
required hardware replacements 14 percent.
- Cutting call handling time by one minute thanks to no
“swivel chair” delays. Service teams often face delays and
strain due to “swiveling” between multiple tools for
troubleshooting. Through a partnership between Calix and National
Information Solutions Cooperative’s (NISC) iVUE trouble management
system, joint customers like Silver Star can streamline CSR
workflows to more easily access information, reducing average call
handling time by at least one minute.
- Engaging 74 percent more subscribers in using their branded
mobile app. Silver Star launched their subscriber-facing mobile
app, built on CommandIQ®, in 2020, with two key managed
services: home network cybersecurity (ProtectIQ®) and
advanced home network management (ExperienceIQ®). In the
past year, 74 percent more subscribers have started using the app
to manage and monitor their home network, conduct speed tests, and
use self-service options.
“Efficiencies on the Calix platform, like the NISC partnership,
have enabled our customer support team to solve subscriber issues
faster without putting more strain on our CSRs’ day-to-day,” said
Sessions. “While we expand our business into new markets,
optimizing our customer support processes has enabled us to free up
resources to pour back into our community with several scholarships
and donations that benefit local youth. We are honored to be
recognized by Calix for raising the bar on subscriber support.”
“We proudly present Silver Star Communications with the 2023
‘Giants of Customer Service and Support’ award,” said John
Durocher, chief customer officer at Calix. “Silver Star delivers
service excellence by leveraging our platform and managed services
to provide customer support that differentiates their brand as they
expand their service territory. Notably, their dedication to
simplifying support operations contributes to an enhanced
experience for both the support team and subscribers—offering more
proactive care and expertise for faster resolution. Silver Star’s
significant focus on community engagement through scholarships and
donations showcases how their care extends beyond providing
next-level broadband service to positively impacting their
community, team, and customers. We are delighted to be their
partner for close to two decades and look forward to continuing to
support their success.”
To learn how BSPs can enable their support organizations to
deliver service excellence, watch John Durocher present “How We
Serve You” at Calix ConneXions 2023.
About Calix
Calix, Inc. (NYSE: CALX)—Broadband service providers of all
sizes leverage the Calix platform and teams to simplify their
business and excite their subscribers to grow the value of their
business and for their communities for generations. The
democratizing power of the platform and portfolio of managed
services enables them to operate efficiently, acquire subscribers,
and deliver exceptional experiences. Calix is dedicated to driving
continuous improvement in partnership with our growing ecosystem to
support the transformation of our customers and their
communities.
This press release contains forward-looking statements that are
based upon management’s current expectations and are inherently
uncertain. Forward-looking statements are based upon information
available to us as of the date of this release, and we assume no
obligation to revise or update any such forward-looking statement
to reflect any event or circumstance after the date of this
release, except as required by law. Actual results and the timing
of events could differ materially from current expectations based
on risks and uncertainties affecting Calix’s business. The reader
is cautioned not to rely on the forward-looking statements
contained in this press release. Additional information on
potential factors that could affect Calix’s results and other risks
and uncertainties are detailed in its quarterly reports on Form
10-Q and Annual Report on Form 10-K filed with the SEC and
available at www.sec.gov.
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listing of Calix’s trademarks can be found at
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Press Inquiries: Alison Crisci 919-353-4323
alison.crisci@calix.com
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