GOCare, a leading SaaS provider of digital customer experience solutions for broadband service providers (BSPs), announced a strategic partnership with TruVista Communications to elevate customer experience initiatives and support network expansion efforts.
TruVista, a prominent regional provider of fiber internet, voice, video, cellular, and security services in Georgia and South Carolina, is part of the iCON Infrastructure Partners portfolio. The company is making significant investments in cutting-edge broadband technologies and advanced support platforms to deliver top-quality products and exceptional service through its highly trained local workforce.
“At TruVista, our customers are at the heart of everything we do,” said Carla French, CEO of TruVista. “Partnering with GOCare allows us to provide seamless, real-time communication and proactive support, ensuring a superior experience across all digital touchpoints.”
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Through this partnership, TruVista will deploy multiple solutions from GOCare’s Digital Experience Platform, including Messenger, Outage Management, Connect, Pulse, and Reach. These tools are expected to deliver a range of benefits:
- Enhanced Customer Support: Proactive notifications, self-care options, and digital agent support available through channels such as two-way SMS, email, social media, and web chat will reduce inbound call volume and improve service quality.
- Outage Management: GOCare’s system integrations and intelligent two-way SMS capabilities will enable TruVista to provide timely updates and self-service options for customers during service outages and scheduled maintenance.
- Customer Insights: Transactional Net Promoter Score® (NPS) surveys will offer near real-time feedback to measure customer satisfaction.
- Operational Efficiency: Streamlined workflows and improved first-contact resolution rates will drive efficient growth.
- System Integration: Integration with CHR’s Omnia360 billing and operations system and Adtran network systems will support enhanced digital engagement, automation, and operational cost savings.
“TruVista has consistently demonstrated a strong focus on putting their customers first and delivering innovative technology to the communities they serve,” said Mike Roddy, CEO and co-founder of GOCare. “By partnering with GOCare, TruVista is now better equipped to respond to subscriber needs, enrich the customer experience, and drive operational excellence.”
Jason Malmquist, Executive Vice President of Software at CHR Solutions, highlighted the collaborative efforts, saying, “Our open-architecture B/OSS platform is designed to empower customers like TruVista to seamlessly integrate innovative solutions from technology partners like GOCare.”
Robert Conger, GM of Software Platforms and Strategy at Adtran, added, “The Adtran Mosaic One SaaS platform unlocks the power of data by providing actionable insights for service providers. Through our partnership, these insights are available in the GOCare Digital Experience Platform, enabling TruVista employees and customers to improve self-care, accelerate resolutions, and strengthen customer engagement over digital channels.”
SOURCE: PRNewswire