Case Study: Consolidated Telecommunications Company (CTC) achieves a member-focused customer experience with Smartsheet

Smartsheet Helps CTC Build Internet and Community Connections

Consolidated Telecommunications Company (CTC) is a Minnesota co‑op that delivers phone and fiber‑optic internet to rural communities and is committed to making every customer interaction personal and positive. Facing the dual challenges of extending reliable broadband to sparsely populated areas and transforming its customer experience, CTC needed a simple way for employees to share service ideas and outstanding member interactions so leadership could act quickly and break down internal silos.

Smartsheet provided a mobile‑friendly form and central repository that made it easy for technicians and service reps to submit ideas, increased cross‑team visibility, and sped leadership review. The result: streamlined processes (better billing setups and disconnection alerts), more employee recognition and creativity, faster decision‑making, and improved member-focused service—plus new dashboards and reporting to support long‑term planning.

CTC

Kristi Westbrock

Chief Executive Officer and General Manager