Case Study: How Community Fibre 12x’d Their Customer Base While Keeping Customer Support Contacts Flat with Yext

Community Fibre is London's fastest and most reliable 100%-only full fibre provider. Reaching 1.3 million homes and 185,000 businesses across the capital, Community Fibres brings Gigafast broadband at unbeatable speeds and prices to the city. The brand is the UK's most reliable technology, with its London network up and running over 99.9% of the time with no peak-time slowdowns. Commanding an 'Excellent' rated service with more than 66,000 Trustpilot 5-star reviews (October 2025), Community Fibre offers speeds of up to 5 Gbps for consumers – up to 72x faster than the UK average download speed and 272x faster than the UK average upload speed, as well as broadband packages of up to 10 Gbps for businesses.

In 2021, Community Fibre was poised for digital transformation. Chris Williams had just joined the brand as Chief Information Officer, along with Sara Caselli, Head of Digital Product.

Williams, a Telco industry veteran with 25 years of experience in IT, data, and security, recalls, Strategically, when I arrived, I knew we needed to do quite a sizable digital transformation. We needed to change our systems. And the self-service search program was at the top of the list.

Caselli, who manages the Community Fibre website team, content, and other digital marketing programs, remembers, We did have self-service, but the platform the company was using before Chris and I came in was really bad. The search that customers used wasn't working well. From an internal perspective, uploading new content was not working well on our side either.

Williams brought in Danny Harris, Senior Account Executive at Yext: I remember sitting at breakfast chatting to Danny about Yext's capabilities, and everything that Yext was doing resonated with me quite strongly. I knew it would give us an opportunity to bolster what we had without interfering with the rest of our tech roadmap.

With Yext operating behind-the-scenes, Community Fibre has achieved three invaluable strategic wins:

1. Trust, loyalty, and retention: They now offer customers a conversational, highly searchable self-service Help experience guided by Yext Knowledge Graph and Pages.

2. SEO visibility in unbranded search: They have won brand visibility on SEO for a wide set of unbranded search terms, so existing customers AND potential customers can find and trust Community Fibre as the premier broadband provider serving Greater London.

3. GEO visibility in AI search: Community Fibre consistently shows up as a knowledge base for Help-related and "best" broadband service provider searches in Greater London.

When Caselli and Williams recall implementing Yext, several benefits still stand out, including implementation ease and speed. They were also impressed by the seamless implementation, where they were able to migrate and stand up all their old content, pinpoint opportunities for new content that would help customer service, train on the new platform, and avoid self-service downtime.

As Caselli attests, "We were operating under a very strict timeline. We were switching off the old solution on a specific day."

(Williams laughs, "The 17th of May! Even years later, I remember that!")

Caselli continues, "Before implementation, Danny and Yext helped us consider our approach; we considered questions like Did we want to change the content? Did we want to just move what we had and then start optimizing? There were also some conversations with Chris's team more around APIs and connecting to hubs. But, with Yext, we realized that we didn't need that as much as we thought. We could focus on the content bit and optimizing the knowledge base, creating new articles and more of the content we needed to help our customers (and help us reach them, too)."

She praises, "I remember we managed to go live right on time, and everything worked quite well since the beginning. It is so much better than what we had, and it was all quite a smooth transition!"

Williams agrees, building on Caselli's remarks. He notes that working with Yext has "been quite an important exercise. Because of the way Yext is structured, it actually gave us the discipline in terms of our knowledge management — we can do it a very different way than we'd done before. And I think that's incredibly important for us as we go forward with more AI services. By default, Yext will be at the heart of our knowledge."

Williams also believes that Yext has propelled a business change as well as a technology change at Community Fibre. He offers, "We've learned a lot that will help us over the next five years in terms of our broader AI deliveries. With Yext, I think this was really the first time that we've had AI in Community Fibre, and Yext has opened our eyes to how we need to act as an organization around AI."

Williams continues, "We have a brilliant core to build from, and our services are expanding at the same time as AI is coming in. Knowledge has got to be at the core of everything, and Knowledge Graph is what's going to help us keep pace with what we're offering over the next months — and years."

Caselli agrees that the knowledge graph is "the most important thing now for everything with AI. And we improved it so much in the last two years because, before Yext, we were completely blind to what our customers were looking for or searching. We didn't have any data, anything at all. Now, day by day, we look at what people are searching for, and do we have a result for them? Do they click on it? And how can we make it better?"

She continues,

Yext's impact by the numbers:

• 81% of customers turn to Community Fibre's Help pages, powered by Yext Knowledge Graph, to get answers to their questions.

• 67%, up from 25%, of customers get their installation questions answered and can resolve any issues they experience through self-serve.

• 42% of customers, up from 15%, now troubleshoot and fix their individual issues with WiFi.

• 55% of customers, up from 25% no longer need to reach out to customer service to manage their accounts.

The impact? Community Fibre has reduced the need for customer service agents to reach out to customers by almost half — a full 46%.

With the huge wins in customer satisfaction, Community Fibre customers now offer the brand more loyalty. Meanwhile, as the Help pages continue to penetrate across every search engine and platform — including AI search — Community Fibre's customer base has grown from 30,000 to over 400,000 in just four years. To their credit, Community Fibre has maintained a flat permission-to-contact (PTC) rate during that time, indicating their effectiveness in optimizing content and distributing it where there customers are looking for it.

Community Fibre is holding up high at a 4.7 on Trustpilot. Williams observes, "We're super proud of the way we earn our customers' trust. From a churn perspective, we have a very low churn rate. Mainly, the only churn we get now is customers who move out of our area."

Caselli sums up the impact of Yext like this:

Williams doubles down:

Moreover, the self-serve content has had a huge impact on Community Fibre's visibility. Williams and Casell report that, before Yext, they had zero visibility on SERPs. After Yext, the brand now shows up first, often in unbranded searches and even with obscure but key terms that boost their brand authority.

Williams attests,

Williams also acknowledges the strategic impact Yext has made on their bottom line.He reports, We announced 400,000 customers this week. We've grown from 30,000, four years ago when I joined, and I'm super proud we've achieved that. The growth has been phenomenal! Plus, we've had all of that growth while keeping the calls absolutely flat. We could not have done that without building another call center right now. What we've achieved with Yext? It's huge.

Yext is the core knowledge base that all of Community Fibre's content and analytics services call on. Whether that be to power really unbranded search queries on Google, guide sophisticated AI chatbots that connect with telephony records, pump analytics data into Domo and other tools in their tech stack, Yext is what Harris explains as "the microservice center for all the content that supports any kind of actions and support requests within Community Fibre."

Williams, Community Fibre's CIO, agrees: "What we've built is a strategy around AI and how we want to deal with our customers going forward. With Yext, we've built a reference architecture, which is absolutely in the center in terms of knowledge."

He continues, "It's our aim to understand what every customer is contacting us about through every channel. Where possible, we're trying to turn the way that we deal with that customer from a reactive approach to a proactive approach and a preemptive solution for that customer. We can combine the static knowledge we have in Yext and process that knowledge with customer details to give true personalized services."

With that vision and that aspiration — and with the reference architecture Community Fibre has built on Yext — they've turned that vision into reality.

To learn more about Yext's offerings, book a demo today.