Customer Engagement
Turn Subscriber Activity Into Timely, Relevant Communication
BroadHub already knows when something important happens.
A payment posts. A bill is generated. An account becomes past due. An installation is scheduled. An outage affects the subscriber. A technician is on the way. A service is activated.
Customer engagement becomes far more effective when those operational events can trigger the right interaction automatically.
GLDS Customer Engagement capabilities extend BroadHub into sales, proactive communication, and two-way subscriber interaction without creating a separate communications environment that must constantly be synchronized with the BSS.
Bring the Customer Relationship Into the Sales Process
BroadHub Sales extends subscriber acquisition beyond the traditional CSR desktop.
Field sales teams can use BroadHub-driven serviceability and offer information to work with prospective customers and move completed orders into the same operational workflow used by billing, scheduling, provisioning, and field operations.
The point is not simply mobile order entry. It is continuity. Information collected during the sale becomes part of the same subscriber lifecycle rather than being re-entered later.
Let BroadHub Start the Conversation
BroadHub Contact provides rules-based, event-driven outbound messaging directly within BroadHub.
When qualifying billing, account, or service events occur, the system can evaluate configured rules, populate approved templates with subscriber-specific information, deliver the message by SMS or email, and archive the communication within the customer record.
BroadHub supports more than 75 messaging triggers spanning billing, account management, and service operations. Because messaging operates natively within BroadHub, no separate synchronization process is required to determine current account conditions.
That enables practical workflows such as payment confirmations, past-due reminders, outage notifications, appointment confirmations, service-status updates, and work-order communications.
Two-way SMS goes further by allowing subscribers to interact with supported BroadHub workflows directly through text, including work-order inquiry, cancellation, and rescheduling.
The operational impact can be substantial. During one customer outage affecting 99 subscribers, only 4% of SMS-enabled subscribers called the call center compared with 33% of subscribers without SMS enabled.