Ellijay Telephone Company Enhances Service with GOCare OutageIQ™ System

Enhancing Network Management: ETC Partners with GOCare

Ellijay Telephone Company (ETC), a key player in the communication sector in North Georgia and Southeast Tennessee, has taken a significant step in improving its broadband network management by introducing GOCare OutageIQ™. This innovative SaaS solution, developed by GOCare, focuses on digital customer experience for broadband service providers and promises to revolutionize how outages are handled.

A Proactive Approach to Customer Notifications

In today’s fast-paced digital world, maintaining a reliable internet service is paramount for both consumers and providers. Recognizing this, ETC aims to proactively identify outages affecting their network. With OutageIQ™, subscribers will receive real-time alerts about service disruptions caused by various incidents including fiber cuts or adverse weather conditions. This initiative is expected to minimize frustration among customers while also reducing the volume of calls to ETC's contact centers, thereby lowering operational costs.

Jason Smith, the Chief Operating Officer of ETC, emphasized the importance of customer experience in this partnership: "We are partnering with GOCare because they share ETC's commitment to best-in-class customer experience. OutageIQ is the optimal network outage management solution that provides flexibility and automation." This integration not only enhances communication but also synchronizes seamlessly with ETC's existing operational systems, such as their CommSoft billing system and Calix broadband network.

The Technology Behind OutageIQ™

GOCare's OutageIQ™ leverages advanced technologies to provide the most comprehensive outage management solution in the industry. It supports various broadband technologies, which is crucial for ETC as they manage a hybrid fiber coaxial network. The platform is designed to foster optimal customer engagement through fully automated notifications, ensuring that users receive timely updates regarding any service interruptions or scheduled maintenance.

Rick Perkins, co-founder and CTO of GOCare, added, "ETC joins a growing list of BSP leaders that proactively notify their subscribers when service is interrupted. This not only enhances subscriber perceptions but also greatly improves their overall experience."

Impact on Customer Satisfaction

The shift to a more transparent communication strategy is anticipated to significantly improve customer satisfaction metrics for ETC. By reducing the number of inbound calls related to outages, the company can allocate resources more efficiently and enhance their service capabilities. Current trends show that subscribers appreciate receiving information proactively, which ultimately leads to a better relationship between providers and customers.

GOCare’s Role in the Communication Sector

Founded by veterans of the telecommunications industry, GOCare is no stranger to the challenges broadband service providers face. Their ethos of "For Operators, By Operators" means they understand the intricacies of customer interaction and operational efficiencies. With over 30 million monthly digital engagements across more than 30 broadband operators, GOCare is a trusted name in enhancing digital experiences.

Looking Ahead

ETC's collaboration with GOCare will be showcased at Georgia's Rural Telephone and Broadband Association's Annual Vendor Showcase on February 17-18, 2025, in Macon, GA. This partnership signifies a commitment not just to technology, but to building a resilient, customer-focused communication environment.

For consumers, the enhancements brought by GOCare OutageIQ™ represent positive change. As broadband technology continues to evolve, initiatives like these are essential for keeping customers informed and engaged.

To learn more about GOCare's solutions and how they can assist broadband providers, visit GOCare's official website.

In conclusion, the future looks promising for ETC and its subscribers, as new systems like OutageIQ™ aim to redefine customer service and operational management within the broadband landscape.