Blackfoot Communications is thrilled to announce its recognition as the recipient of the prestigious 2024 Customer Service and Support Innovations Award by Calix. This accolade underscores Blackfoot’s unwavering commitment to enhancing customer experience and operational efficiency.
Blackfoot has distinguished itself with remarkable achievements, including a 23% reduction in unnecessary equipment replacements and a 12% boost in operational efficiencies in just 30 days by harnessing the cloud capabilities of the Calix Broadband Platform and integrated managed services. These metrics reflect the team’s dedication to operational health and continuous process improvements, leading to an outstanding subscriber experience.
Mary Worden, Director of Operations at Blackfoot, expressed her gratitude, stating, “Blackfoot has been laser-focused on improving our customer support in 2024, and we are just getting started. We are excited and honored to win the 2024 Customer Service and Support Innovations Award from Calix! Our partnership with Calix and the tools they provide, like the Blackfoot app, have yielded impressive results. We look forward to further empowering our customers to manage their online experience.”
Additionally, Blackfoot boasts a noteworthy Net Promoter Score (NPS) of 42, significantly outperforming the industry average of 3. With a current app attachment rate of 29.5%, Blackfoot continues to foster a seamless and user-friendly digital experience for its subscribers.
“Honoring Blackfoot’s remarkable customer support transformation highlights how true differentiation works in today’s broadband markets,” said Matt Collins, Chief Commercial Operations Officer at Calix. “By harnessing the cloud capabilities of the Calix Broadband Platform, Blackfoot delivers exceptional support and creates subscriber experiences that competitors simply can’t replicate. With their subscriber-centric approach to innovation, the Blackfoot team quickly implemented customer support efficiencies—making significant changes in just 30 days. They are setting a new benchmark for customer support in their market, and we are proud to support and celebrate their success.”
The award was presented at a small ceremony on Sunday, October 13 at the annual Calix ConneXions customer success and innovation conference, in Las Vegas.
Blackfoot Communications remains committed to delivering exceptional service and continues to prioritize innovative solutions that benefit both its customers and the broader community.