TruVista and GOCare Join Forces to Enhance Digital Customer Experience Strategies

Transforming Customer Experiences: TruVista and GOCare

In an era where digital interactions are paramount, TruVista Communications is making significant strides in improving customer relationships through innovation. By partnering with GOCare, a foremost provider of digital customer experience solutions tailored for broadband service providers, TruVista aims to enhance its service offerings across Georgia and South Carolina.

TruVista, a prominent regional player known for its fiber internet, voice, video, and security services, has embarked on this strategic alliance to bolster its customer experience and network expansion initiatives. The investment in cutting-edge broadband technology aligns with TruVista's mission to deliver premium products and exemplary service delivered by its dedicated local staff. As noted by Carla French, CEO of TruVista, “Our customers are at the heart of everything we do.” This partnership signifies a commitment to seamless communications and proactive support, essential for ensuring customer satisfaction.

As part of the collaboration, TruVista is set to implement several modules from GOCare's comprehensive Digital Experience Platform. These include GOCare Messenger, Outage Management, Connect, Pulse, and Reach, which together promise to elevate how customer interactions are managed. The deployment seeks to reduce inbound call volumes and enhance customer service through proactive notifications and self-service capabilities. By leveraging digital channels, including SMS, email, and social media, TruVista aims to offer quicker responses and improved customer engagement.

One notable feature is the dedicated broadband outage management system. This innovative tool harnesses GOCare’s system integrations alongside intelligent SMS capabilities and self-service options. It stands out by providing subscribers with timely notifications about service outages and maintenance events, thus minimizing inconvenience and improving overall satisfaction.

Additionally, the integration offers near real-time feedback via Net Promoter Score surveys, allowing TruVista to measure customer satisfaction adeptly. This data will be instrumental in refining service quality and operational effectiveness. The cooperation also facilitates streamlined workflows, allowing for better first-contact resolution and supporting sustainable growth.

The partnership integrates smoothly with existing systems, including the CHR Omnia360 billing and operations system and Adtran network systems. This integration not only boosts digital engagement but also champions automation and operational cost savings, essential in today’s competitive market.

Mike Roddy, CEO and co-founder of GOCare, emphasized that this collaboration equips TruVista to meet subscriber needs more effectively and enhance the overall customer experience. The integration with technology partners like GOCare further strengthens TruVista’s operational excellence.

As Jason Malmquist, Executive Vice President of Software at CHR Solutions, remarked, the open-architecture B/OSS platform they utilize empowers operators like TruVista to seamlessly bring innovative solutions into their operations.

Meanwhile, Adtran is also contributing to the efforts to facilitate data insights that optimize service delivery. Robert Conger, GM of Software Platforms at Adtran, highlighted how their SaaS platform amplifies actionable insights across the GOCare Digital Experience Platform, enabling staff and customers alike to enhance their engagement and resolution processes.

Conclusion

This partnership between TruVista and GOCare marks a transformative step in the broadband service landscape of Georgia and South Carolina. By prioritizing customer experience through cutting-edge technology and proactive communication strategies, TruVista is poised to strengthen its reputation and fortify relationships with its customers. As digital interactions grow more intricate, such collaborations underscore the evolving nature of the broadband industry, where customer satisfaction stand at the forefront of operational strategies.

For those interested in understanding how service innovation impacts customer experience, keeping an eye on TruVista’s developments could yield important insights into the future of broadband services.

For more information about GOCare and TruVista, visit their websites or follow further updates on social media.