Rural Electric Cooperative (REC)
Power, Broadband Internet, and Telephone Service
Cloud PBX, Residential Voice, and SIP Trunking
Ciello was started by San Luis Valley Rural Electric Cooperative, an 85-year-old power company. Today, Ciello’s high-speed fiber and wireless internet network passes 16,000 homes and businesses in Colorado’s San Luis Valley. Their mission is to leverage their existing power infrastructure to bring broadband internet and phone services to underserved areas.
Ciello was struggling due to a lack of platform control with their previous hosted softswitch provider, whose customer issue resolution processes caused huge delays and impacted their customer’s experience. Outdated, manual processes increased the workload for Ciello employees who had to juggle support tickets, manage expectations, and keep customers up to date.
Ciello was looking for a robust, future forward platform that allowed them to have better control over their customer support and ordering system to improve the overall customer experience. Their new solution had to meet the following requirements:
Ciello evaluated and compared several providers, but nothing stood out until Johnson met Kevin Dundon, EVP of Sales and Marketing at Alianza, at an event in Denver. “Kevin Dundon and I went to breakfast one morning, and in short order, he convinced me [Alianza] was a mighty good platform, and it answered a lot of the issues we were having. The rest is history,” said Monroe Johnson, Chief Technology Officer at Ciello.
Ciello was looking for increased platform control and faster support times, and Alianza’s cloud communications platform gives them just that. Within Alianza’s easy-to-use, intuitive web portals, employees can now review and resolve customer issues within a matter of minutes — often while the customer is on the phone. And for issues that do require a support ticket, they’ve noticed a significantly improved response time, typically within 24 hours. “We’re in control, and that makes a big difference.”
Alianza has features they couldn’t get before. “We were struggling to get some features that are more cutting-edge and high-tech, like voicemail to email and voicemail transcribed to email.”
Alianza enables Ciello to place their own orders. “Whether it’s 25 lines or 1 line, we’re onboarding customers so much quicker because we’re getting port rejects in an hour instead of two or three days.”
“We’re just a lot more efficient with Alianza, and we reduced our costs significantly. There is no doubt Alianza has allowed us to increase our customer growth.”
“There are so many over-the-top phone providers that send their 911 calls to a clearing house, but our 911 calls go directly to the local PSAP. You guys do 911 the real way.”
“The fact that we can get new numbers immediately is amazing because [our previous provider] had a four-day turnaround time. Now if somebody wants a new number, we can literally do it that day.”
“I really like Alianza’s user guides. Our CSM recently introduced us to those. We went through and white-labeled the guides, and now all our hosted customers have one.”
“We have a link on our website that takes people right into the portal where they can make many feature changes on their own.”
To exceed customer expectations and deliver great customer experiences, you need to take a thoughtful approach to selecting digital technology. Your solution should be built with features that appeal to consumer’s digital driven lifestyle.
Let us show you why our cloud platform is the ideal solution for your unique challenges. Contact us today or select a date on the calendar to request a meeting.