GVTC, the fastest Netflix ISP in North America, has improved member loyalty by 25 percent and satisfaction scores by 18 percent since it launched GVTC Premium Wi-Fi with the Wi-Fi 6 GigaSpire® BLAST and Calix Support Cloud (CSC) in September 2019.
These remarkable results have led GVTC to adopt the entire Revenue EDGE as its go-to-market platform, launching its branded version of the CommandIQ™ mobile application along with two EDGE Suites. ProtectIQ™ gives the regional cooperative’s members the ultimate home network security, and ExperienceIQ™ provides parents with the tools to manage the content and hours of use for each connected device in the home as e-learning becomes a new reality.
In addition, since providing a superior experience for its members is the number one priority of the regional cooperative, GVTC has invested in Calix Marketing Cloud (CMC) to help their teams understand, anticipate, and tailor experiences while leveraging mobile notifications to establish a direct communications channel with members. Next, GVTC is leveraging the power of the platform to quickly bring the second generation GigaSpire BLAST u6 to market while looking to the future and the BLAST u4.
With the complete GigaSpire BLAST family available, GVTC will continue to be the first in its market to cover virtually any deployment scenario and ensure that members never need to go to a big-box store to get the ultimate Wi-Fi 6 experience when working, learning, or gaming at home as GVTC is first in the market. Last, the entire experience is anchored on GVTC’s 15-year investment in a world-class Calix fiber network.
“The response to our Premium Wi-Fi has been phenomenal, as it has delivered the experience our members deserve and have come to expect from GVTC,” said Ritchie Sorrells, president and CEO for GVTC. “Over the last 15 years, we have transformed our business by investing millions of dollars into an unrivaled fiber network that gives us the operational efficiency, reliability, and performance that make us a best in class service provider. However, the fiber investment is largely invisible to our members, as they measure success based on the performance at home, which means Wi-Fi. We partnered with Calix to deliver the ultimate end-to-end solution, and the results speak for themselves. Last year, our operational efficiency and member experience allowed us to break records with the capital we returned to our members, and this Calix Revenue EDGE partnership has us on track to repeat that in 2020.”
“On the topic of partnerships, ours with Calix is almost two decades long,” said Sorrells. “With every generation of technology, we test that partnership to ensure we are making the right choice for our members. Once again, Calix came out on top. They have made significant investments in their software and cloud platforms in the same way we have invested in our fiber network making them a great partner for GVTC and our member-first culture.”
Since GVTC first announced Premium Wi-Fi, it has not only improved member loyalty and satisfaction but also seen unprecedented demand with overall broadband customer growth up 20 percent year over year. These success metrics are not surprising, as the EDGE System at the center of the premium offering—the Wi-Fi 6 GigaSpire BLAST—delivers a 35 percent improvement in both performance and coverage over competing Wi-Fi 5 gateways. This unparalleled performance paired with CSC gives the call center agents supporting home Wi-Fi networks unprecedented insight and control. Additionally, with the advanced real-time behavioral analytics of CMC, GVTC can ensure it delivers the right offerings to the right members, maximizing its marketing resources. The regional cooperative can then reinvest the savings back into elevating the member experience, growing the business, and rewarding members.
“GVTC shares our value of putting the customer first, as evidenced by their investment in a world-class Calix fiber network and being first in market with a fully managed Wi-Fi 6 solution—a commitment that has kept GVTC as the market leader while supporting and rewarding their members,” said Michael Weening, EVP of global operations for Calix. “Their results in customer loyalty and improved profitability stand alone. By enhancing their offerings with ProtectIQ and ExperienceIQ, an ever expanding portfolio of BLAST Wi-Fi 6 systems, and the CommandIQ mobile app, GVTC remains uniquely positioned to serve their members as society shifts to working and learning from home. Most importantly, the insights from CMC help GVTC’s teams proactively adjust member experiences to these behavioral changes—a unique capability in this industry. Congratulations to Mr. Sorrells and his team for their remarkable performance. The Calix team looks forward to working every day to continue our long standing and successful partnership.”