The Value of Communication at Mid South Fiber

MidSouth Fiber recently deployed GLDS’ award-winning BroadHub Watch™, outage management and communication platform. The results during a recent network outage shows a game-changing shift in member engagement.

Of those members that were SMS-Enabled:
- Only 4% called the MidSouth Fiber call center to inquire about the outage.
- 72% had previously contacted support when an outage occurred.
Of those members that were SMS-Disabled:
- 33% called the call center to report the outage.
- 35% had never contacted support prior. Their first experience with calling MidSouth Fiber was over an outage.

These results speak volumes about how MidSouth is shaping their relationship with their member customers.

“The team is excited about how this integration has transformed our outage management. The numbers speak for themselves.” — Luke Hofferber

MidSouth Fiber, a fiber-to-the-home broadband provider, has experienced significant success with the recently introduced outage integration feature in GLDS’ BroadHub customer management and billing system, in partnership with Calix. This powerful integration allows MidSouth Fiber to manage network disruptions with greater efficiency, leading to improved customer satisfaction and a reduction in operational strain.

Before implementing the GLDS-Calix outage integration, managing network outages was a cumbersome and reactive process for MidSouth Fiber. The company relied heavily on customer-initiated contact to identify issues, which resulted in longer response times and higher call center volumes. This left a gap in proactive communication and real-time network insights.

The GLDS and Calix collaboration introduces proactive outage management through the use of machine-to-machine communication (via webhooks), enabling real-time detection and reporting of outages within the BroadHub system. This integration allows MidSouth Fiber to swiftly communicate with customers and internal teams, minimizing downtime and enhancing overall service reliability.

In a recent outage, MidSouth Fiber reported impressive performance metrics demonstrating the success of the new system. The analysis of the outage, which impacted 99 subscribers, highlights the effectiveness of the SMS alert system and the value of the integration.