How Clearnetworx and 360 Broadband Win with World-Class Customer Service

What makes a broadband provider stand out in a saturated market? For Clearnetworx and 360 Broadband, the answer is simple but powerful: relentless dedication to customer experience.

In our recent Fiber Broadband Association webinar, "Exceeding Expectations: Winning with World-Class Customer Service in Your ISP," we heard firsthand from Drew Beverage, COO of 360 Broadband, and Sarah McCombs, Customer Engagement Director at Clearnetworx. Their stories and strategies showed us that delivering exceptional service isn’t just about fixing problems — it’s a growth engine rooted in culture, technology, and empathy.

Culture-Driven Customer Experience

Both organizations stressed that customer experience isn’t a department , it’s a company-wide philosophy.

At 360 Broadband, Drew shared how they’ve adopted the Traction Entrepreneurial Operating System (EOS) to align values and operations. From hiring to performance reviews, everything ladders up to a single mission: delivering exceptional service at every customer touchpoint.

Meanwhile, at Clearnetworx, Sarah explained how transparency and integrity are embedded into daily operations. Whether it’s a technician in the field or a billing agent on the phone, every team member plays a role in delivering what they call a “better internet experience.”

Proactive Tools to Prevent Problems Before They Start

A core theme from the discussion was proactive service — identifying and resolving issues before the customer ever notices.

• 360 Broadband uses tools like Preseem and Calix to monitor subscriber speeds, flag bottlenecks, and reach out before problems escalate. These insights are tied back into Sonar via API integrations, ensuring customer service teams can act quickly.

• Clearnetworx tracks early churn indicators, including territory-specific trends. Their team uses Sonar’s ticketing system and custom reason codes to analyze disconnects, flag at-risk areas, and adapt accordingly.

“Retention is five times cheaper than acquisition,” Drew emphasized. “We treat churn analysis as a KPI, reviewed weekly in our Level 10 meetings.”

Scaling Communications Without Overwhelming Your Team

When outages strike, both providers understand that clear, timely communication reduces panic and prevents support spikes.

• 360 Broadband built an in-house tool connected to Sonar and Microsoft Teams, enabling targeted messaging and consistent outage updates. They also send post-incident reports to maintain transparency.

• Clearnetworx leverages Sonar’s account groups and messaging features to localize alerts — minimizing unnecessary worry. As Sarah shared, even in unpredictable rural environments, it’s possible to deliver timely, accurate updates when your systems are connected.

Watch the full webinar 👇

Using NPS & Reviews to Drive Continuous Improvement

Customer sentiment is tracked in multiple ways:

• Clearnetworx runs post-installation phone follow-ups and encourages Google reviews to gauge satisfaction and gather feedback.

• 360 Broadband is rolling out GoCare to automate NPS surveys tied to support and installation touchpoints, using the data to fine-tune training and processes.

“Whatever gets measured gets done,” Drew said. “And that includes how our customers feel after every single interaction.”

Empathy, Training, and Support that Scale

Customer service teams are on the front lines — and both companies have learned the importance of training and culture when preparing their staff.

Drew cited The Four Agreements, especially the principle: “Don’t take anything personally.” Team members are trained to act as customer advocates — solving problems with empathy and urgency.

Sarah echoed that sentiment, emphasizing soft skill development and emotional resilience. “We remind our team that we don’t know what’s happening on the other end of the line. But we can always listen with empathy.”

And when it comes to contractors? Both Clearnetworx and 360 Broadband hold their partners to the same high standards — because as Drew said, “They’re an extension of our brand.”

Going Above and Beyond — Literally

A few standout stories from the webinar:

• A 360 Broadband tech team stayed on-site after hours to diagnose smart home interference issues and prevent a churned account — even though the root issue wasn’t their fault.

• A Clearnetworx construction manager replaced an entire family’s Christmas after a subcontractor accidentally damaged their sewer line. They purchased new gifts, cleaned the home, and even secured temporary housing.

These aren’t just customer wins — they’re brand stories that drive long-term trust and word-of-mouth referrals.

Looking Ahead: AI, Automation & Personalization

360 Broadband shared an exciting initiative: integrating AI-based quality monitoring across thousands of support calls. The system grades interactions, flags issues, and even analyzes internal tech-to-tech conversations — helping the team identify training opportunities and celebrate excellence.

Meanwhile, both companies are working to automate more of the customer onboarding, support, and referral journey, using Sonar’s API and partner integrations like GoCare, CrowdFiber, and Actifai.