GOCare and SCTelcom have agreed on a strategic partnership to work together on improving digital customer engagement and updating the way services are provided especially for broadband operations in Kansas and Oklahoma.
SCTelcom’s expansion into more competitive markets means that they should focus on offering a smooth and quick customer service as a top priority. With the main goal of being “easy to do business with, ” the cooperative chose GOCare as their strategic partner to help them move forward with their digital transformation initiatives in billing, operations, and customer communications.
Driving Unified and Digital-First Customer Engagement
As part of this partnership, SCTelcom is set to launch the Digital Experience Platform of GOCare, which will help them centralize their customer experience system, simplify their work procedures, and support automated, omni-channel interactions. This project also involves using digital communication modes like SMS, web chat email social media, and proactive outage alerts.
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Through the addition of these features, SCTelcom plans to improve the smoothness of their services even as they continue to hold on to the friendly, town-oriented style that characterizes rural broadband companies.
“Rural providers have a unique advantage when it comes to customer relationships, and our GOCare partnership allows us to build on that strength with modern digital tools,” said Carla Shearer, CEO of SCTelcom. “Our goal is simple—to be easy to do business with. By embracing digital engagement and automation, we’re making it easier for our customers to connect with us on their terms.”
Leveraging AI and Automation for Improved Service Delivery
During deployment, SCTelcom will tap into GOCare Connect, a feature-rich AI companion to help staff providing quicker and more personalized customer service in both physical store and multiple digital channels. The platform makes use of smart automation, live communication, and operational efficiency that is greatly improved.
Additionally, GOCare’s platform integrates with key systems including Innovative Systems eLations for billing, Calix for network operations, and Salesforce for CRM. This unified integration provides a comprehensive customer view, enabling faster issue resolution and reducing reliance on traditional call center interactions.
Key Capabilities of the GOCare Platform
The implementation equips SCTelcom with a suite of tools designed to optimize customer engagement and operational performance:
- AI-driven automation: Enables suggested replies, conversation categorization, CSAT tracking, and quality assurance grading through GOCare Connect
- Proactive outage communication: Improves transparency and reduces inbound inquiries with GOCare OutageIQ
- Real-time feedback insights: Captures and analyzes customer sentiment using GOCare Pulse
- Targeted outreach campaigns: Drives revenue through personalized SMS campaigns via GOCare Reach
- Personalized notifications: Reduces call volumes with automated account, billing, and appointment updates through GOCare Messenger
These capabilities collectively support SCTelcom’s goal of delivering a modern, efficient, and customer-centric digital experience.
Supporting Transformation in Rural Broadband
“Forward-thinking operators like SCTelcom are redefining what customer experience looks like in broadband,” said Mike Roddy, CEO and Co-Founder at GOCare. “As competition increases, the ability to proactively engage customers and simplify the service experience becomes a true differentiator. We’re proud to support SCTelcom in that transformation.”
This partnership highlights the growing importance of digital engagement and AI-driven automation in the broadband industry, particularly for rural providers seeking to balance technological advancement with strong community relationships.