Community Fibre
Rapid growth and disconnected systems made it difficult for Community Fibre to access reliable, unified data.
With Domo, Community Fibre now has a single source of truth that empowers its departments to use real-time insights and automation.
The company has enhanced billing accuracy, reduced installation failures, and accelerated service response times while preparing for AI use cases.
With thousands of customers across London joining its broadband network each month, Community Fibre relies on Domo to use data intelligently so it can keep pace with growth and deliver an exceptional customer experience at scale.
“Data is the lifeblood of what makes us an efficient and effective business. I’m incredibly pleased to be partnering with Domo to make our data solutions a fantastic thing for our customers,” said Chris Williams, CIO at Community Fibre.
Community Fibre provides fast, affordable, sustainable broadband for more than 1 million customers across London, England.
“Domo has really changed the culture. Data is in every decision that we are making, and we have the data we need to run the business in a really organized way.”
Building a foundation based on data
A period of rapid growth inspired Community Fibre to reassess its data strategy and make data more accessible to employees across the business. While the company had ambitious growth plans across London, its legacy data environment meant important information was stuck in silos—separated in billing, customer management, and operational systems.
To address this challenge, Community Fibre chose Domo to bring all its data together in one central location. Within 12 weeks, Community Fibre onboarded all its major data sources into Domo and started rolling out dashboards across the business. Now, instead of only a handful of team members having access, hundreds of employees can access the data they need for their work.
“Domo is used ubiquitously across our organization. Every area of the business is using it, including sales, customer services, finance, HR, and our operations. When we get new data, the first thing that we do is put it in Domo,” Williams said.
Today, 100 percent of employees use Domo, from contact center agents tracking their KPIs to sales teams monitoring commissions to the CEO reviewing performance each morning.
“Domo has really changed the culture. Data is in every decision that we are making, and we have the data we need to run the business in a really organized way,” Williams said.
Using data to improve the customer experience
Recently, Community Fibre used Domo to accelerate a migration to a new combined customer management and billing system. Previously, the company kept its billing and customer management data in two disconnected platforms, leading to incorrect or missed billing.
Their team used Domo to clean the data, identify what was missing, then transfer the verified data to the new system. By combining operational and customer data, Community Fibre can now identify and fix issues before they affect customers.
“Now we’re confident that we’re not only billing every single customer, but that we’re actually billing them correctly as well,” said Kristy Goddard, director of service & data at Community Fibre. “Before, we wouldn’t have known there was an issue in most cases until a customer complained. Now we can spot and correct issues before they are billed. The customer never knows there was a problem, which has helped increase customer satisfaction because the customers don’t get annoyed or lose trust.”
Community Fibre also improved its installation experience by using Domo to send automated appointment reminders.
“Customers don’t always remember their appointment times, so you do have to remind them. Now when engineers turn up for an appointment, the customer is actually there, which reduces our customer fail rate significantly. It saves the cost of rerouting engineers or rebooking appointments, and it improves customer satisfaction because they get their broadband when they want it,” Goddard said.
Driving automation and innovation
Community Fibre is now using Domo to automate processes and scale decision-making. For example, the company uses Domo to identify faulty service faster so it can automatically deploy service teams and restore service.
“What Domo has brought to us is the ability to go faster as an organization while understanding the impact of our decisions better. We’re able to make decisions with confidence now to do the right thing for our customers, for our business, and for our shareholders,” Williams said.
Looking ahead, Community Fibre plans to deepen its use of AI across the business to create an even more responsive customer experience.
“AI is undoubtedly a game changer for us in the customer experience that we’re going to provide to our customers,” Williams said. “When a customer calls for support, AI can listen to that conversation as it’s happening and find ways that we can improve the outcome for that customer. Domo’s AI is absolutely underpinning those types of journeys for us in the future.”
See how your data can drive faster, clearer decisions.
“We’re able to make decisions with confidence now to do the right thing for our customers, for our business, and for our shareholders.”
“Now we’re confident that we’re not only billing every single customer, but that we’re actually billing them correctly as well.”
