Case Study: Silver Star Communications improves CX and efficiency with NISC

Silver Star Communications boosts first-call resolution to 77% with NISC

Silver Star Communications, a broadband provider serving Idaho and Wyoming, sought to modernize its technical support, billing, and software systems. They needed a single-platform solution and a true partner to help them innovate, rather than a one-size-fits-all vendor. They selected National Information Solutions Cooperative (NISC) for its broad catalog of integration opportunities and collaborative approach.

NISC implemented a comprehensive suite of solutions including iVUE AppSuite, SmartHub, Customer Care & Billing, and its Financials platform. This partnership delivered game-changing results: ticket resolution rates jumped from 70% to 83%, average call times were cut nearly in half, and 56% of customers now use autopay. Internally, NISC's tools dramatically improved efficiency, enabling bulk processing of tasks and providing greater visibility across departments for Silver Star.

Silver Star Communications