The Challenge: Disconnected Systems, Limited Visibility
For a broadband provider operating at scale, accurate subscriber and service records are essential to dependable activation, customer communications and revenue capture. Conexon’s legacy billing platform lacked API and webhook capabilities, making it difficult to synchronize information across the systems used to manage subscribers, equipment and services.
These gaps meant that provisioning required manual intervention, operational teams faced avoidable coordination work, and inconsistent records could affect customer experience and revenue assurance. Conexon sought an API-driven foundation that would reduce fragmentation while improving the timeliness and reliability of operational data.
The Solution: One Integrated Broadband Management Ecosystem
GLDS led a multi-phase modernization program that integrated BroadHub with three Calix Cloud products: Service Cloud, Operations Cloud and Engagement Cloud. The initiative was designed to connect the key stages of the subscriber lifecycle, from service activation and scheduling to ongoing engagement and reporting.
The implementation brought together several capabilities:
- Provisioning and activation: end-to-end provisioning workflows and immediate service activation.
- Subscriber self-service: online installation scheduling and service upgrades through a GLDS portal.
- Operational awareness: automated outage detection and subscriber notifications.
- Revenue assurance: reporting that helps surface revenue potentially missed in disconnected workflows.
- Targeted engagement: webhook-based marketing exclusions and upgrade targeting informed by current data.
Rather than treating billing, network operations and engagement as isolated functions, the integrated environment supports a shared, real-time view of subscriber and service information.
Implementation: Modernization Without Service Disruption
The migration moved more than 100,000 subscribers from legacy systems into the integrated BroadHub and Calix Cloud environment. According to the reported project results, the migrations were completed without subscriber service disruptions and with less than one hour of call-center downtime per migration.
Data fidelity improved by 25.51% per migration, strengthening the quality of information available to the teams and systems that depend on it. This accuracy improvement was a core element of the modernization, not simply a byproduct of replacing the billing platform.
Operational Results: Less Friction, More Self-Service
Real-time scheduling supported more than 3,000 installations per month. Conexon also reported a 40% reduction in coordination calls, illustrating how connected systems and customer self-service can reduce the manual work associated with installation logistics.
Self-service adoption extended beyond scheduling. Targeted campaigns achieved a 48% self-upgrade rate, while integrated monitoring and engagement capabilities enabled 7,787 outages to be automatically detected and communicated. Together, these outcomes show how more timely operational data can support both staff efficiency and proactive subscriber experiences.
Revenue Assurance and Decision-Making
With subscriber, service and equipment information aligned across the management environment, Conexon gained reporting capabilities to help identify revenue that might otherwise go uncollected. The improved data foundation also supports more reliable operational visibility and more precise engagement activity.
Customer Perspectives
“About 40% of our customers are utilizing self-scheduling for their installations; it’s now an industry standard.” — Terie Hannay, Conexon
“We can now run reports that immediately catch revenue that might not have been collected. Before GLDS, that wasn’t possible.” — Andy Burger, Conexon
The Outcome: A Scalable Foundation for Rural Broadband
Conexon’s modernization established a more unified environment for billing, provisioning and customer engagement. Through its integration with Calix Cloud, BroadHub provides a central operational foundation with real-time visibility, streamlined installations, proactive communication and simpler subscriber upgrades.
The larger lesson is operational: when broadband management systems exchange reliable information in real time, providers can reduce manual coordination while improving service delivery and identifying revenue-assurance opportunities. Conexon’s reported results demonstrate these benefits at a scale exceeding 100,000 subscriber migrations.