Total 646 words used.
Calix is the leading global provider of the cloud and software platforms, systems, and services that power innovative Broadband Service Providers’ businesses. BSPs want best-in-class solutions that meet their technology needs as well as help them exceed their business objectives. That’s one of the primary advantages that customers experience when partnering with Calix. The Calix Success program was implemented in 2018 to maximize the value of our customers’ Calix Cloud, premises, and infrastructure investments and help achieve exceptional business outcomes for their Marketing, Customer Support and Operations organizations. The hallmark of Calix Customer Success is the Success For All program which is available to all customers and provides a comprehensive foundation of resources, access to experts, and live peer-to-peer engagements. It’s designed to help customers achieve faster adoption and improved value with their Calix solution. An additional value-added offering - Premier Success – helps BSPs exceed their business goals. Customers have access to the guidance and expertise of the entire Calix Success team through collaboration with a dedicated Customer Success Manager. The program focuses on
- Solution onboarding and adoption
- Continuous customer growth
- Alignment of business objectives
- Tracking, reporting, and optimizing processes and team performance
By extensively leveraging industry best practices and actionable data enabled by Calix solutions the Customer Success Manager provides guidance that helps organizations achieve their objectives whether it’s for marketing campaigns and revenue targets, operational expense reduction, or customer support processes that improve subscriber satisfaction and enhance business growth.
Since its inception, the Calix Customer Success program has influenced every Calix Customer through the Success For All program which has been instrumental in helping BSPs get the most out of their Calix investment through the following resources:
- Calix Community - The vibrant online forum has grown to 4,400+ members, developed 3,500+ knowledge base articles with 350 new articles being added every quarter. Success For All added the Champions program which recognizes active customers within the Community.
- Virtual Engagement Sessions – There are now 20+ weekly virtual engagement sessions: Circles of Success; office hours with Calix Marketing and Support Cloud experts; webinars on new features and functionality.
- 170+ TAC TV self-help videos have been created by technical experts helping customers on commonly encountered issues.
The Electronic Content Builder, a unique resource used by the Customer Success team with all customers, continuously adds ready-to-use creative and self-help assets that can be branded by customers for use in their marketing campaigns and subscriber self-service programs.
Premier Success has grown both in scope and the number of customers benefiting from the close collaboration and guidance it delivers. The Customer Success team added Premier Success for the latest Calix Cloud offering - Calix Operations Cloud - in 3Q of 2021, and because of the immense value the Customer Success Manager provides BSP organizations, all new Calix Operations Cloud customers have immediately opted for the premium Customer Success service. In addition, through the end of 2021, the Premier Success program has been purchased by 94% of our Calix Marketing Cloud customers and over 50% of our Calix Support Cloud customers.
The Customer Success team is also providing the pivotal role of working with customers on helping them market, position, and deploy a brand-customizable mobile app called CommandIQ® used for subscriber management of the Calix GigaSpire BLAST premises systems. The advanced Calix premises and Cloud platforms also enable BSPs to deliver value added parental controls (ExperienceIQ™) and network protection (ProtectIQ™) applications referred to as EDGE Suites. The Customer Success team has helped customers increase adoption and deployment of these value-added revenue generating services as part of their engagement and ongoing work with BSP marketing, customer support, field technician organizations. The customers that the Premier Success team works closely with on subscriber adoption of EDGE Suites and CommandIQ account for almost 9 out of 10 of all apps deployed. It pays to have a partner that has your back!
