The following summary has been condensed for length and readability. To listen to the full discussion, click here. This episode is sponsored by ETI Software and VETRO FiberMap.
In this episode of The Broadband Bunch podcast, host Brad Hine interviews Drew Beverage, Chief Operating Officer of 360 Broadband, at Mountain Connect 2025 in Denver, Colorado. Drew shares how his team is redefining rural broadband customer experience through a mix of fiber, fixed wireless, AI-driven tools, and a service philosophy.
Serving over 122,000 locations across a 12,000-square-mile rural footprint in Oklahoma and Texas, 360 Broadband faces intense competition—96 providers operate within its coverage zone. Instead of competing on price, Drew explains how 360 Broadband differentiates itself through exceptional customer service, powered by data, automation, and AI technologies tailored for ISPs.
360 Broadband began as a fixed wireless provider, but with over 300 miles of fiber already deployed and 950 miles planned, they’re transitioning to a hybrid model. But deployment is only part of the equation. Drew emphasizes that broadband success isn’t just about connectivity—it’s about how customers experience that connectivity.
Through platforms like GoCare, 360 Broadband proactively notifies customers about outages via SMS, reducing frustration and inbound support calls. “We want to meet customers where they are—before they ever need to pick up the phone,” Drew explains.
One of the biggest game-changers for 360 has been QC.AI, an artificial intelligence solution that analyzes 100% of customer calls. QC.AI ties into their CRM and evaluates agent performance against standard operating procedures, while also assigning churn risk scores based on behavior and sentiment.
This allows 360 Broadband’s retention team to proactively reach out to at-risk customers—preventing churn before it happens, rather than relying on spot-checked QA processes.
Another key AI tool in their stack is Actifai, which enables 24/7 customer self-service through an intelligent online shopping cart. This platform increased ARPU and filled a gap in after-hours sales, which now represent over 50% of their web traffic.
Instead of an all-in-one solution, 360 Broadband favors a modular, API-driven technology stack. This open integration model allows the team to adapt and evolve quickly—making data-driven decisions and measuring the impact of every tool on operational efficiency, retention, and customer satisfaction.
Drew’s journey in broadband began in the late ’90s with his family’s dial-up ISP, ProValuNet. He worked across every role—from installing DSL lines to climbing towers—and eventually transitioned into leadership at 360 Broadband.
His philosophy remains grounded in empathy and consistency. “It’s not that we were a family-owned business that kept customers loyal—it’s how we made them feel,” Drew shares. That human touch, combined with modern tech, is the foundation of their competitive edge.
With BEAD funding evolving and only 39,000 unserved households left in Oklahoma, Drew believes the focus is shifting from “connecting the unconnected” to optimizing the broadband experience. The question now is: how can providers enhance value, retention, and engagement in already-served areas?
360 Broadband’s answer lies in:
Proactive communication
AI-driven customer engagement
Operational efficiency
And a relentless focus on continuous improvement
“If you’re not data-driven, you’re just guessing. And if you’re complacent in this industry—you’re falling behind.”
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