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Broadband Industry

Broadband experience matters

With Pivot you gain a marketing and CX partner with deep roots in the broadband industry. You won’t have to teach us the broadband business. We already excel there and can come alongside your company to create a winning formula.

Services

Product_Research Product, Market, and Customer Satisfaction Research Brand awareness studies, customer satisfaction surveys, focus groups, and potential market research.
Product_Research

Product, Market, and Customer Satisfaction Research

From brand awareness studies to customer satisfaction surveys, from focus groups to potential market research, Pivot’s research team helps broadband companies better understand their customers. Learn more about Pivot’s research division.

Call_Coaching Call Coaching Need an extra ear listening in to your customer service and support desk phone calls? Pivot’s call coaching program assists companies by providing objective data.
Call_Coaching

Call Coaching

Need an extra ear listening in to your customer service and support desk phone calls? Pivot’s call coaching program assists companies by providing objective data to point out where teams need help. This service allows you to see how your team is performing at a micro level and suggests where future refresher training efforts should focus.

Branding Branding Effective marketing begins with a strong brand. Make sure your brand is expressive of the great work you do.
Branding

Branding

Effective marketing begins with a strong brand. Make sure your brand is expressive of the great work you do. Our proven brand architecture process has helped dozens of broadband companies like yours tell their stories. Learn more about Pivot branding.

Broadband_Strategy Broadband Industry Marketing Strategy and Expertise The broadband industry is where we got our start, and broadband clients make up 80% of our current client base.
Broadband_Strategy

Broadband Industry Marketing Strategy and Expertise

The Pivot team has more than 100 years of expertise in the broadband industry. The broadband industry is where we got our start, and 80% of our current client base is comprised of broadband clients. Our knowledgeable staff will provide strategic insights to help you market effectively to your customers and increase revenue.

Ongoing_Support Ongoing Campaign Support Pivot provides comprehensive and selective retainer options, so you can get the ongoing campaign support you need.
Ongoing_Support

Ongoing Campaign Support

Many of our broadband clients work with us in an ongoing retainer relationship. Pivot provides comprehensive and selective retainer options, so you can get the ongoing campaign support you need.

Digital_Marketing Digital Marketing Pivot’s digital team offers comprehensive services in social media marketing, SEM, SEO, email, and more.
Digital_Marketing

Digital Marketing

Gone are the days when bill inserts, newspaper ads, and door hangers were enough to sell telecommunications services. Pivot’s digital team offers comprehensive services in social media marketing (Facebook ads, Twitter, LinkedIn, etc.), search engine marketing (Google AdWords, Bing, and others), SEO, email, and more. You can count on Pivot to stay current on digital trends and reach your customers in the most effective manner.

Asset 51 Web and Video Pivot builds custom websites and videos—animated, live action, stop motion, etc.—for dozens of broadband companies each year.
Asset 51

Web and Video

Pivot builds custom websites and videos—animated, live action, stop motion, etc.—for dozens of broadband companies each year. Our websites are like a 24/7 sales person, and once your new website is built you can take the driver’s seat and can update your site through an easy to use content management system. Learn more about Pivot’s web offerings.

Training_Techs Training for Customer Service, Technicians, and Other Staff Do you need to help your staff do a better job serving your customers, looking for sales opportunities, and staying on message?
Training_Techs

Training for Customer Service, Technicians, and Other Staff

Do you need to help your staff do a better job serving your customers, looking for sales opportunities, and staying on message? Training can make an important difference in the experience your customers have with your company. Learn about Pivot’s training division, which was initially created with the broadband industry in mind.

Case Studies

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About the client:

West Carolina Tel, based in Abbeville, South Carolina, is a 65+-year cooperative offering internet speeds up to 1 Gbps, TV, voice, security, wireless, and more. They are known to provide the enhanced services that others have come to expect in big cities, while providing the best quality at the most affordable price possible. WCFIBER is West Carolina Tel’s fiber expansion project in Greenwood, South Carolina.

Situation:

Continuing with their Fiber-to-the-Home initiatives, they identified a new, sizable market as a potential opportunity for growth. To validate this opportunity, they needed to hear from the area’s residents and businesses to understand their needs and quantify market potential for bundled services that included varying internet speeds and prices.

How we helped:

Pivot designed and managed research involving phone and intercept surveys in this market. Using our proven question design and analytics, we identified the most appealing packages and optimal prices. Our demand forecasts led to a “go” launch decision that proved to be very successful. After 12 months, the percentage of new subscribers matched our research-based forecasts within three percentage points. Pivot developed a go-to-market launch strategy and engages in ongoing marketing efforts for WCFIBER.

Up Next: Rainbow Communications
Rainbow Learn More
Rainbow
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About the client:

Rainbow Communications is one of the leading providers of cable TV services (among many other services) in rural Kansas.

Situation:

To evaluate future demand growth for video offerings, Rainbow wanted to better understand customer needs, usage, and behavior patterns when it comes to video consumption, including over-the-top (OTT) and streaming video services.

How we helped:

Pivot conducted online surveys with more than 500 customers and delivered findings that successfully informed Rainbow’s business decisions regarding its video offerings. We learned what types of customers currently use and value OTT services, and key criteria for deciding whether to keep traditional TV service, switch entirely to OTT, or subscribe to both.

Up Next: Peoples
Peoples Learn More
Peoples
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About the client:

Peoples is a telecommunications cooperative that provides internet, television, and telephone service to rural east Texas.

Situation:

Peoples has a rich history in its local community, but its website was stuck in the archives! The site’s narrow layout was uninspired and bland. Among the many telco websites out there, Peoples blended into the pack.

How we helped:

Introducing a creative grid layout and animations, Pivot brought Peoples into Web 2.0. Large header images convey a friendly but professional vibe. A sophisticated form lets customers identify services available in their area and quickly place an order. Tradition-rich Peoples now boasts a web home that says it’s ready for the modern age.

Up Next: WCVT
WTCV Learn More
WTCV
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About the client:

Waitsfield and Champlain Valley Telecom has been proudly serving neighbors and local communities with local service and world-class technology since 1904. They provide local telephone service, long distance, and high-speed Internet to the Mad River and central Champlain Valley regions of Vermont.

Situation:

WCVT wanted to improve customer service and overall customer experience. They also needed to build a case for disciplinary measures with one of their customer service representatives.

How we helped:

Pivot engaged in ongoing Call Monitoring/Call Coaching for their frontline Customer Service Representatives. We held webinars for implementing call standards and criteria and monitored calls monthly, giving data feedback for accountability and coaching tools for their manager to work with staff on an ongoing basis. Their scores have improved tremendously over the past couple years and this has been very useful in onboarding new staff. There were disciplinary measures implemented for staff who did not adhere to WCVT’s expectations.

Up Next: Liberty Communications
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Liberty
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About the client:

Liberty Communications is a local telecommunications provider serving the towns of West Liberty and West Branch, Iowa.

Situation:

Liberty wanted to create a bold campaign using tactics they had never tried before. They were prepared to invest in video where, traditionally, they had used print materials.

How we helped:

Liberty turned to Pivot to drive their marketing strategy and produce a video series called “The People You Know.” The series would highlight community members in the towns they serve. Pivoteers traveled to Iowa in three separate trips to plan and film the initial six-video series. Pivot created the ThePeopleYouKnow.com microsite and helped Liberty launch a digital campaign to draw traffic to the videos. The campaign achieved its initial goal within months, and then surpassed Liberty’s stretch goal, too.

Up Next: CTC

Project Photos:

Photo of firemen.
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CTC Learn More
CTC
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About the client:

CTC is a technology provider and advisor based in Brainerd, Minnesota, with superior communication services that improves their customers’ lives. They offer world-class broadband technology, bringing convenience and joy to their customers, who are neighbors and friends.

Situation:

CTC’s outdated brand did not reflect the advanced services they provide. They needed to refresh their brand and send a new message to their customers that would make their customers take notice.

How we helped:

Pivot led CTC through our Brand Architecture process, developing new messaging and a new logo for CTC. The messaging better reflected CTC’s focus on technology and their role as a guide for their customers. CTC launched their new brand internally and externally with a brand video created by Pivot, using footage obtained on a visit to CTC in Brainerd, Minnesota. Pivot created other branding collateral to make a splash with their new brand, which helped it launch successfully among both customers and employees.

Up Next: OmniTel
OmniTel Learn More
OmniTel
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About the client:

OmniTel is a local provider of internet, phone, and security services based in Nora Springs, Iowa.

Situation:

Technology used to be fun, but OmniTel thought too many of their customers had become confused by the fast-paced changes of technology. At the same time, they needed to attract a new generation of consumer. OmniTel had a vision for a new brand: they wanted to be the company that makes technology fun again.

How we helped:

Pivot developed brand messaging and a unique brand voice that helps OmniTel have fun with their customers. We refreshed their brand to give it character and personality, using a retro design style that speaks to both older customers and younger customers. OmniTel lives out its new brand daily through its advertising, its interactive office spaces, and its friendly staff.

Up Next: Consolidated Cooperative

Project Photos:

OmniTel branding material
OmniTel logo
Consolidated Learn More
Consolidated
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About the client:

Consolidated Cooperative (formerly Consolidated Electric Cooperative) provides several services to their customers in Ohio: electric, gas (natural gas and propane), and fiber internet.

Situation:

Consolidated Cooperative was preparing to launch their fiber network, but needed expertise from an agency with broadband industry experience. At the same time, their brand had become disjointed among their various divisions and service names.

How we helped:

Pivot guided Consolidated through our Brand Architecture process. Recognizing the importance of the cooperative to their customers, we recommended a change to their name—they became Consolidated Cooperative, and their services coalesced under common names: Consolidated Electric, Consolidated Fiber, and Consolidated Gas. Then, Pivot helped Consolidated create a marketing action plan to begin introducing their new fiber internet network to their customers, a plan that included the establishment of a CrowdFiber website to measure interest in fiber and ongoing marketing campaigns to attract customers.

Up Next: GTel

Project Photos:

Example of Consolidated marketing material
Example of Consolidated marketing material
gtel Learn More
gtel
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About the client:

GTel is a 113-year-old, four generation family-owned telecommunications in Germantown, New York, with 17 employees.

Situation:

GTel received more than $10 million in grants from the state of New York to build a fiber network in underserved portions of the state. The build will increase the service territory four-fold.

How we helped:

GTel partnered with Pivot to develop marketing materials, communications to a variety of audiences—stakeholders, current customers, prospective customers, as well as local, regional and state leaders—strategies for the fiber launch, and marketing during the lengthy construction project. Since work began, GTel has seen exponential growth in interest and signups via their website.

Up Next: Taylor Telephone

Project Photos:

GTel marketing material
TaylorTel Learn More
TaylorTel
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About the client:

Taylor Telephone is a local communications provider in Texas, with a solid history and reputation for delivering high-quality services.

Situation:

Taylor Telephone knew they needed more than a refreshed brand and attention-grabbing marketing to stave off competitive threats posed other broadband service providers in their service area. They would also need employees prepared to exceed the needs of today’s smarter, more demanding consumers.

How we helped:

Pivot delivered company-wide, onsite Customer Experience (CX) training to inspire employees to do more during each interaction and develop more meaningful relationships with customers. The employees of Taylor Telephone embraced the CX message and Pivot returned for Sales and Internet of Things training, as well as provide ongoing, monthly webinar training to their team.

Up Next: Westfield Gas & Electric
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About the client:

Westfield Gas and Electric is not your typical electric and gas utility. Having identified the need to diversify their revenue streams, the company began offering gigabit broadband in 2016 to the communities they had served with utility services for more than a century.

Situation:

Westfield Gas & Electric (WG+E) has been expanding and marketing its Whip City Fiber (WCF) network for several years, and they wanted to understand how to give adoption rates for Gig speed internet a boost.

How we helped:

Pivot conducted telephone interviews with more than 300 WG+E customers to learn what it will take for them to switch their internet service to WCF. Results revealed there were perception and awareness issues. Key messaging elements were identified and are being used today. As a result, WCF has experienced a distinct improvement in adoption rates.

Up Next: Traingle Communications
Triangle Learn More
Triangle
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About the client:

Triangle Communications provides internet, mobile, and phone services in central Montana, in a service area that literally runs from the northern border of the state to the southern border.

Situation:

Triangle wanted to create a Super Bowl commercial that would air regionally in Montana. Pivot’s challenge was to create a story and produce a spot that would drive brand awareness for Triangle in a humorous way. (We all know the expectations that come with a Super Bowl commercial!)

How we helped:

Pivot pitched story concepts, wrote the script, developed the animation, coordinated the voice over, and brought these elements together in a commercial that aired in Triangle’s target markets. From “I laughed so hard” to “Best commercial of the game,” the commercial blew up in a positive way, driving social media engagement with more than 90,000 video views, and dramatically increasing website traffic. Creative work that drives results—that’s what we’re after!

Up Next: Twin Lakes
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About the client:

Twin Lakes is a progressive telecommunications provider that has been a leader in technology for more than 65 years. Serving more than 15 exchanges, the company offers a full range of residential and business telecommunications services including fiber internet, television, voice, and security services.

Situation:

Twin Lakes wanted to engage with customers and potential customers wherever they may be. They partnered with Pivot Group and BizBox to create a mobile experience trailer that provides greater brand visibility and maximum exposure for Twin Lakes at their annual meetings, tradeshows, schools, legislative events, community events, and so on. Twin Lakes wanted the trailer, when closed, to serve as a mobile billboard going down the highway, in a parade, or parked in front of their office. They wanted the design inside to be simple and technology driven, with the ability to display messages to the customers.

How we helped:

In 2017, Pivot worked with Twin Lakes on a brand refresh, which inspired the design for the mobile experience trailer. The Pivot team worked with BizBox to determine the specs for the project. When finished, the trailer design inspired additional branded event pieces. Now, no matter where Twin Lakes goes, they have a professional look that helps provide an exceptional customer experience and leads to increased sales. The first time Twin Lakes used the trailer as a mobile office, they garnered their first signup before the trailer was fully set up. In 2018, Twin Lakes received the NTCA Telechoice Award for Branding for the experience trailer and other brand efforts.

Up Next: DMEA + Elevate
Elevate Learn More
Elevate
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About the client:

Delta Montrose Electric Association (DMEA) is an electric utility provider in southwest Colorado.

Situation:

As part of a phased rollout of their gigabit broadband service, Elevate, they initiated a door-to-door, business sales program (B2B), but needed assistance in maintaining the program and coaching their sales force.

How we helped:

DMEA retained Pivot to oversee the B2B sales efforts. Our team helped DMEA identify opportunities/generate leads, provided inspiration and coaching of their salespeople, and developed a sales structure, strategy, and accompanying tactics using a process that was easy to maintain and execute.

Up Next: West Carolina Tel

Project Photos:

DMEA marketing material
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Recent Awards

Telechoice Awards 2018 logo

Twin Lakes
Complete Branding Campaign
2018 Complete Marketing Campaign

Dakota Central Telecommunications
Complete Branding Campaign

Liberty Communications
Complete Marketing Campaign

Telechoice Awards 2017 logo

RiverStreet Networks
Website

Telechoice Awards 2016 logo

PTCI
Website

Silver Star Communications
Complete Marketing Campaign

CL Tel – LightStream
Complete Branding Campaign

Let’s start the conversation

Something made you read all the text on the page—some need, some opportunity, some burning issue your company has. We’d love to hear more about you and have the chance to tell you more about us. Where do you want to go? We’re ready to help you get there.