Calix has announced the Calix Field Service App for the Calix Broadband Platform.
The app optimizes home visits and empowers field technicians with cloud automation and insights to deliver superior installation services and drive upsells. With the release of the app, broadband service providers (BSPs) partnering with Calix now have three data-driven residential Wi-Fi installation options: “DIY” subscriber self-install using the CommandIQ® subscriber app, assisted subscriber self-install with remote BSP support using the Calix Cloud, and on-site visits with field technicians fully optimized by the Field Service app. In this way, BSPs can leverage the power of the Calix platform to impress subscribers from the first touchpoint with a customized, data-driven installation experience. At the same time, the platform enables BSPs to continue to differentiate their offerings with Calix SmartHome™ managed services while increasing the efficiency of their support teams.
With the Fiber To The Home (FTTH) market expected to continue growing steadily over the next decade, installation options for residential Wi-Fi systems are key to BSP growth. Subscribers are increasingly accustomed to installing their own Wi-Fi systems, but there are times when an on-site visit is required. That’s why Calix now offers three seamless installation options to help BSPs deploy the strategy that best meets their subscribers’ needs.
– Subscriber “DIY” self-installation via the CommandIQ app. Calix recently enhanced its CommandIQ mobile app to enable BSPs to offer subscribers the option to self-install Calix GigaSpire® and Calix GigaPro™ systems. This gives BSPs a powerful way to improve subscriber experience without a truck roll. With Calix Cloud, BSPs can pre-configure their Wi-Fi systems so that when plugged in, the subscriber’s CommandIQ app is automatically provisioned and synced. The app then guides the subscriber through setup so they can immediately enjoy a secure broadband experience.
– Assist with subscriber self-installation with remote BSP support using Calix Cloud. Earlier this year, Calix released upgraded Customer Support Insights for Calix Cloud, which enables subscriber self-installation assistance with guidance from a remote BSP Customer Service Representative (CSR). For subscribers who value the convenience of additional support, this assistance option combines the flexibility of self-installation through the CommandIQ app with the support of a CSR. With detailed visibility into the subscriber experience accessible through Calix Cloud, CSRs can seamlessly jump in to help ensure a successful subscriber installation.
– On-site visits for field technicians fully optimized by the Field Service app. When home visits are required, the Field Service app empowers field technicians to provide white glove service while reducing operational expenses (OPEX) by consolidating tasks for faster resolution. It also captures data for back-end automation, streamlining workflows to increase service efficiency. The app also integrates cloud automation, including Wi-Fi analyzer capability for automatic diagnosis and recommendations, further increasing operational efficiency.
Calix is introducing new installation options to meet the needs of all subscribers, and all Calix customers have access to the award-winning Calix Success. Calix Success Managers are a more personalized, hands-on support organization that will help BSPs streamline the transition from truck rolls to subscriber self-installation, optimize customer support workflows, and more. We are also rolling out additional installation enablement materials and guidance to complement the release of the Field Service app.
Troy Mack, network operations manager for West Carolina
“We expect the field service app to significantly improve the installation process. Its flexibility and ease of use will efficiently guide technicians, standardize best practices, and provide critical insights into subscribers’ home networks. We are confident that the app will enable new technicians to easily follow the same workflow as seasoned leaders, streamlining installations and reducing manual efforts, improving operational efficiency and service quality.”
John Durocher, Chief Customer Officer at Calix
Customer support is a huge competitive advantage for BSPs. We are continually improving our Calix platform and Success organization to help our customers meet the changing needs of their subscribers. Installing a Wi-Fi system is a critical first step to making a lasting impression. Our Success Managers are dedicated to helping BSPs get the most out of every installation. Providing data-driven insights and flexible installation options allows BSPs to deliver the best experience to their subscribers and maintain a high level of support for their brand while driving growth.
