MidSouth Fiber recently deployed GLDS’ OutSmart™, the next-level suite of tools redefining how broadband providers manage outages and engage subscribers. With a comprehensive 360-degree approach, OutSmart keeps your subscribers informed, your operations smooth, and your team empowered—every step of the way.
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.

MidSouth Fiber, a fiber-to-the-home broadband provider, has experienced significant success with OutSmart™, 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 OutSmart, 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.

OutSmart 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 GLDS-Calix 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 OutSmart SMS alert system and the value of the integration.