{"id":15443,"date":"2023-02-28T16:06:50","date_gmt":"2023-02-28T21:06:50","guid":{"rendered":"https:\/\/www.innovsys.com\/innovsys\/?p=15443"},"modified":"2024-01-15T11:00:03","modified_gmt":"2024-01-15T16:00:03","slug":"broadband-provider-talks-multi-generational-cx","status":"publish","type":"post","link":"https:\/\/www.innovsys.com\/innovsys\/broadband-provider-talks-multi-generational-cx\/","title":{"rendered":"Broadband Provider Talks Multi-Generational CX"},"content":{"rendered":"<section class=\"container block acf\/is-content-wrap theme- pt-md pb-md\">\n    <div class=\"row justify-content-center\">\n        <div class=\"col-xl-8 cms-styles\">\n            \n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">FMTC Discusses Multi-Generational CX and Valuable Resources<\/h2>\n\n\n\n<div style=\"padding:75% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/903001189?badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture\" style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" title=\"Kevin FMTC Interview 20220124\"><\/iframe><\/div><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script>\n\n\n\n<h2 class=\"wp-block-heading\">Data Driven World<\/h2>\n\n\n\n<p>Farmers Mutual Telephone Company has 5 regulated ILEC exchange areas and are expanding to serve the remaining areas in the four counties they serve with FTTH (Fiber to the Home). CEO of FMTC, Kevin Cabbage is a former &#8220;<a href=\"https:\/\/www.kmaland.com\/news\/cabbage-and-fmtc-named-rural-heroes-at-summit\/article_1e634c72-05b3-11ec-9c50-b3aeca29ea9e.html\" target=\"_blank\" rel=\"noreferrer noopener\">Rural Heroes<\/a>,&#8221; winner and has made it his and FMTC&#8217;s mission to give back to their communities in Iowa. Cabbage sits down with Innovative Systems to discuss plans for expansion while leveraging efficiency and automation to help FMTC provide incredible customer experience. <\/p>\n\n\n\n<p>\u201cWe\u2019re a data driven world. We knew that we needed to have access to that data to make better informed decisions as we grow our company and grow our communities and serve our customers. We were at a point where we needed to make a transition to a new platform that could give us that reliable data as we want it, when we want it and how we want it delivered to us.\u201d FMTC moved to eLation in April of 2020, fast forward almost three years, &#8220;Innovative [eLation] is our true company operating system because it is the foundation of everything we do.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Valuable Resources: People and Time<\/h2>\n\n\n\n<p>Because of the powerful integration between the four different modules (Billing, Financials, Mapping and Provisioning) using that automation and being more efficient with employee time is paramount for the team at FMTC. \u201cAs we are growing, the most valuable resource we have is our people, right next to people is time. The Innovative Systems platform really helped us take advantage of both: the skillset of our people, and the opportunity to get more done in less time while providing superior service to our customers.\u201d Cabbage explains that this wasn\u2019t possible prior to eLation due to all of the manual processes that were in place. Automation has allowed FMTC to ramp up expansion while maximizing their employee resources and reach and automating those manual tasks to give employees more time to focus on the customers.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>&#8220;We have to value their [the customer&#8217;s] time, it\u2019s just as important or more important than ours. We have to make it very quick, very efficient and very productive for them.&#8221;<\/p>\n<cite>Kevin Cabbage, CEO FMTC<\/cite><\/blockquote>\n\n\n\n<p><\/p>\n\n\n\n<p>Cabbage discusses using Mobile Apps, and Apps that truly allow employees to complete the work from a tablet or mobile phone. Automating workflows and allowing employees to have greater insight into orders, installations and inventory is essential for efficiency. \u201cWith eLation\u2019s Mobile Apps, all of that back-office work is done through automation. It\u2019s truly in the hands of the CSR generating the service order, pushing it to the Technician, him picking it up in the field on his mobile device, and being in complete control of the whole installation by the time he arrives onsite. And the [technician] isn\u2019t relying on someone else having to be available to help him in the field to complete his work. It empowers all of our staff to do the work using the automation within [eLation] to do the back-office programming to complete those orders.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Delighting Generations of Customers<\/h2>\n\n\n\n<p>The team at Farmers Mutual Telephone Company understands that they have to be adaptable to how different people want to operate. To provide the best customer experience, the team needs to be able to make things like signup, installation, adding new services and trouble tickets convenient for customers of all ages. FMTC has decided to let the customer decide what works best based on their personal preference.&nbsp;<\/p>\n\n\n\n<p>Installations are a pivotal part of the customer\/service provider relationship. It is important to FTMC to use software that allows employees to communicate effectively to ensure the installation process as smooth as possible. &#8220;It\u2019s very important in the eyes of the customer that we\u2019re efficient and effective while on their location.&#8221;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cThat\u2019s the challenge with many generations of people, how does the customer want to be communicated with?&#8221;<\/p>\n<cite>Kevin Cabbage, CEO FMTC<\/cite><\/blockquote>\n\n\n\n<p><\/p>\n\n\n\n<p>&#8220;We\u2019re very good at the traditional methods [of customer communication]; people walking the door or receiving phone calls and completing paper documents for those who still want that want that type of interaction. To make it even more efficient we are utilizing all of the modern-day social media, text messaging and messaging portions of the Innovative Systems Apps to make it convenient for the customer. The team at FMTC understands that they need to offer multiple options to satisfy all generations of customers. When the customer is in control, and the customer can decide how they want to interact with their service provider, the customer experience becomes unmatched. <\/p>\n\n\n\n<p><\/p>\n\n\n\n        <\/div>\n    <\/div>\n<\/section>\n\n<div class=\"container-gutter-md bg-grey-gradient block acf\/is-related-insights theme- pt-md pb-md\">\n    <header class=\"block-header stack-md align-items-lg-center justify-content-lg-start\">\n                    <h2 class=\"heading-1 color-black\">More Like This<\/h2> \n                    <\/header>\n    <div class=\"slider-container slider-controls-dark slider-dots-absolute\">\n        <div class=\"slider slider-features-4 slider-gutters-30 slider-buffer\">\n            <section class=\"slider-item\"><a href=\"\" class=\"card-feature no-image\">\n        <div class=\"card-body\">\n                <h3 class=\"heading-2 color-black\">\n                    <\/h3>\n    <\/div>\n    <span class=\"btn btn-link btn-link-arrow btn-arrow-after btn-link-blue  btn-arrow-blue \">\n        Read Article    <\/span>\n<\/a><\/section><section class=\"slider-item\"><a href=\"https:\/\/www.innovsys.com\/innovsys\/calix-awards-innovative-systems-as-partner-of-the-year\/\" class=\"card-feature has-image\">\n        <div class=\"card-image-container mb-40\">\n        <img loading=\"lazy\" decoding=\"async\" width=\"420\" height=\"350\" src=\"https:\/\/www.innovsys.com\/innovsys\/wp-content\/uploads\/2023\/10\/PRBanner_1A-420x350.jpg\" class=\"img-responsive\" alt=\"\" \/>    <\/div>\n        <div class=\"card-body\">\n                <span class=\"micro-title color-blue-light mb-3\">\n            news        <\/span>\n                <h3 class=\"heading-2 color-black\">\n            Calix Awards Innovative Systems as Partner of the Year        <\/h3>\n    <\/div>\n    <span class=\"btn btn-link btn-link-arrow btn-arrow-after btn-link-blue  btn-arrow-blue \">\n        Read Article    <\/span>\n<\/a><\/section><section class=\"slider-item\"><a href=\"\" 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Implements eLation        <\/h3>\n    <\/div>\n    <span class=\"btn btn-link btn-link-arrow btn-arrow-after btn-link-blue  btn-arrow-blue \">\n        Read Article    <\/span>\n<\/a><\/section>        <\/div>\n    <\/div>\n<\/div>\n\n<section class=\"bg-white block acf\/is-split-form theme- pt-md pb-md\">\n    <div class=\"container-fluid\">\n        <div class=\"row row-grid\">\n            <div class=\"col-lg-5\">\n                                    <H2 class=\"heading-1 color-black\">Keep your finger on the pulse. <\/H2>                                            <\/div>\n                        <div class=\"col-lg-6 col-xxl-5 offset-lg-1\">\n                <script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\nvar 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