In today’s competitive broadband market, subscriber retention isn’t about speed, it’s about connection. At Blue Valley Technology, that connection goes beyond the network and into the heart of the communities they serve. From volunteering thousands of hours to celebrating local traditions, BVT proves that loyalty is built on trust, care, and shared values.
Traditions That Matter
During local fairs, BVT sets up tables and hands out $5 food vouchers to customers, supporting concession stands often run by 4-H groups and nonprofits. It’s a win-win: customers enjoy a treat, and local organizations raise funds for their programs.
Every December, customers receive a voucher in their bill for a Christmas gift, redeemable at BVT offices. From rain gauges to grilling tools, these gifts are a small but meaningful way to say thank you.
It’s about showing up in ways that matter—whether that’s a gift at Christmas or helping a child attend 4-H camp.
Building Stronger Communities
BVT’s impact is visible across the region. They’ve:
- Painted murals in five communities (with a sixth coming in 2026)
- Supported after-prom events and community foundation fundraisers
- Helped fund the Vermillion Grandstand rebuild and Hanover’s new tennis court
- Sponsored library reading programs and technology classes for both residents and business leaders
- Donated to sports teams, clubs, and local fundraisers
- Awarded $19,000 in scholarships last year
- Contributed to projects like Lake Idlewilde signage through FRS grants
- And that’s just the beginning. Last year alone, BVT employees volunteered over 5,000 hours in the communities they serve.
Going Beyond the Call: A Proactive Customer Experience
Community involvement is one side of retention — but BVT’s customer‑care philosophy goes deeper. The team places high value on proactive communication, reaching out to customers before issues escalate.
Angie from BVT explains:
If we see a customer appear on a suffer report, we want to improve their experience before frustration hits and they start considering other providers.
This approach includes proactively texting subscribers during identified outages, whenever feasible, so customers understand what’s happening without needing to call in.
What Are “Suffer Reports”?
BVT uses Noc360, where these reports are officially named, and Angie adds “we run them monthly and reach out to people who may need a speed upgrade or a router upgrade. We’ve only been doing it a couple of months, but customers have been so appreciative that we reached out.” In 2026, BVT plans to implement tracking to better measure how these outreach efforts influence upgrades and overall satisfaction.
Listening in Real Time: Smarter Surveys
Another key piece of BVT’s retention strategy is immediate customer feedback. After researching best practices, the team modeled their approach after the healthcare industry to collect surveys right after installs and trouble tickets.
We wanted customer feedback to be as immediate as possible. It’s still a weekly manual process, but we’re excited for Innovative Systems’ connection with Mailchimp to automate it.
Their post‑service survey scores consistently show that live customer support outperforms every other interaction.
Staying Connected Everywhere
From free WiFi trailers at community events to plans for WiFi in three city parks, BVT ensures connectivity is accessible. They also live-stream high school sports on YouTube and BVtv, keeping communities connected to what matters most.
And when customers need help? They get a real person on the phone—a differentiator customers rave about. Post-service surveys show higher NPS scores on trouble tickets than any other interaction, proving that personal connection matters.
Answering phones live seems simple, but it’s rare today—and our customers tell us it makes all the difference.
Meeting Customers Where They Are: Social Media Support
In today’s world, community connection happens both offline and online. BVT has an employee dedicated to monitoring social media and responding to messages and comments — a shift that has significantly improved responsiveness.
It was a natural evolution. We value furthering our education in best practices, and we’d heard this advice for years. When a long‑time employee transitioned to remote work, this became one of her tasks.
The response has been overwhelmingly positive from both customers and other businesses.
BVT does maintain an automatic reply reminding customers to call in for service issues, ensuring problems are resolved quickly and efficiently.
The Bottom Line
Subscriber retention isn’t a one-time effort—it’s a culture. By investing in community, showing appreciation, and staying personally connected, BVT proves that loyalty is built on trust, not just technology.
