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, hosted live from Nashville, Tennessee, Pete Pizzutillo speaks with Katie Curtis, the Chief Information Officer (CIO) of Great Plains Communications. The discussion offers a deep dive into the challenges and opportunities surrounding digital transformation in the broadband industry, highlighting the key steps Great Plains Communications has taken to future-proof its operations, improve customer experience, and drive operational efficiencies.
The episode provides a comprehensive view of how traditional telecom companies are embracing technology to remain competitive in an ever-changing digital landscape. Below is a detailed breakdown of the key insights shared by Katie Curtis throughout the conversation.
Curtis begins the discussion by reflecting on her experiences during the first day of the event. She shares her enthusiasm for the sessions and vendor meetings she attended, noting how reconnecting with past colleagues and engaging in meaningful conversations was a highlight. Despite the less-than-ideal weather conditions, the energy of the show was palpable, with around 5,000 attendees buzzing with excitement.
The interview quickly transitions into the central theme of the conversation: digital transformation. Pete Pizzutillo, the host, acknowledges Katie’s recent appointment as CIO and her mission to lead Great Plains Communications’ transformation journey.
Pizzutillo asks Curtis to define the concept of digital transformation, a term that is often used but rarely understood. For Curtis, digital transformation is about much more than just upgrading systems—it’s about ensuring that Great Plains Communications has the right processes in place to support their diverse range of customers. Great Plains Communications operates across various verticals, including commercial, residential, multi-dwelling units (MDUs), and regulatory sectors. This complexity means that digital transformation has to address everything from ordering to billing, and customer support across these sectors.
Curtis emphasizes that technology is the future of all companies, and those that do not leverage it will fall behind. The focus is on using modern technology to streamline operations, enhance customer support, and position the company for long-term success.
Great Plains Communications, under the leadership of CEO Todd Foje, has undergone significant growth in the last five years, including five major acquisitions. According to Curtis, mergers and acquisitions (M&A) are a key factor in the decision to pursue digital transformation. Integrating different companies is a complex process, but having strong systems and processes in place makes it more manageable.
The company recognized early on that if they wanted to grow and integrate efficiently, they needed to invest in a digital transformation strategy. Curtis was brought in to lead this transformation, which has involved modernizing systems, improving processes, and driving operational efficiency to better serve their customers.
A major component of Great Plains Communications’ digital transformation strategy is the move to cloud-based architectures. Curtis explains that the decision to adopt cloud-based systems was driven by the need for real-time data integration. By breaking down previously siloed applications and making data accessible in real-time, the company can make faster, better-informed business decisions.
Cloud-based architecture also improves the customer experience. For example, when a customer visits the company’s website and enters their address to request fiber internet, cloud-based systems allow for immediate address validation and provide product and service availability in real-time. This level of responsiveness significantly enhances the customer’s interaction with the company.
Curtis underscores that the move to the cloud is still ongoing, but even at this midway point, they are already seeing improvements in their processes. One of the first systems to benefit from this shift was their inventory management, which helps ensure that the company knows exactly where its fiber assets are and what addresses are serviceable.
When it comes to digital transformation, data quality is critical. Curtis acknowledges that while data may not be the most glamorous aspect of the transformation, it is fundamental to success. She explains that starting with clean, accurate data allows a company to build a strong foundation, which is essential before moving on to more advanced technologies like artificial intelligence (AI).
At Great Plains Communications, the focus was initially on inventory and address validation systems to ensure they had a reliable system of record. This step was crucial for integrating other systems and ensuring that customer experiences are seamless and efficient. Curtis notes that without quality data, it’s impossible to take advantage of the more exciting aspects of digital transformation, such as AI-driven solutions.
Throughout the conversation, Curtis emphasizes that every decision in the digital transformation process is made with the customer in mind. From ordering and support to dispatching and billing, the company’s ultimate goal is to provide the best possible experience for its customers.
One of the key initiatives underway is the launch of a new digital experience platform for residential customers. Scheduled for release in October, this platform will offer a more streamlined, user-friendly experience, improving how customers interact with the company’s services.
By focusing on the digital experience, Great Plains Communications is positioning itself to not only meet current customer needs but also anticipate future demands.
One of the more surprising lessons Curtis shares is the decision to start the transformation process with network inventory rather than billing systems. In the telecom industry, billing is often seen as the most critical system, but for Great Plains Communications, knowing where their serviceable addresses and assets were took precedence. This approach allowed the company to optimize service delivery before addressing other systems.
Curtis also stresses the importance of setting data standards. With so many different standards available—whether for billing, addressing, or other processes—it’s essential to pick one and stick with it. Having a standard allows the company to scale more effectively and ensures that data across the organization is consistent and comparable.
As digital transformation continues, automation and AI are becoming increasingly important. Curtis highlights the role of automation in driving efficiencies by removing repetitive tasks and allowing employees to focus on higher-value work. For example, automating the dispatching of technicians can improve operational efficiency by ensuring that the right person is assigned to the right job at the right time.
AI, in particular, is generating a lot of excitement within the organization. Curtis notes that early adopters of AI are likely to see the most benefit. While AI is still in its infancy, Great Plains Communications is already exploring use cases that can help streamline operations and improve customer experiences.
No conversation about digital transformation is complete without discussing security. As Great Plains Communications moves more of its systems to the cloud and integrates more third-party applications, cybersecurity becomes increasingly important. Curtis explains that security is no longer just about protecting the company; it’s about protecting customers, employees, and critical infrastructure.
The company has implemented a multi-layered security strategy that includes vetting third-party partners and ensuring they meet the company’s security standards. Additionally, disaster recovery and resiliency planning are key components of the cybersecurity program, ensuring that the company is prepared for potential disruptions.
As the interview draws to a close, Curtis reflects on the future of digital transformation at Great Plains Communications. She is optimistic about the role of AI and automation in driving further efficiencies and improving the customer experience. Over the next year, she expects to see more companies invest in technology that benefits both their employees and customers, positioning themselves for long-term success.
The digital transformation journey is far from over, but Great Plains Communications is well on its way to becoming a more agile, efficient, and customer-focused company.
Katie Curtis’ insights into digital transformation offer a valuable lesson for companies in the telecom sector. By embracing technology, focusing on data quality, and prioritizing the customer experience, companies can position themselves for long-term success in a rapidly evolving industry.
As Great Plains Communications continues its transformation journey, it serves as a model for how traditional companies can adapt to the digital age, leveraging technology to improve operations and deliver better services to customers.
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