Clearfield Scales the Future of Fiber with BILT

Building the Infrastructure for What’s Next 

Clearfield operates at the center of a massive infrastructure expansion—powering broadband, data centers, and the connected systems shaping the future. As demand for connectivity accelerates, so does the complexity of deploying and maintaining the infrastructure behind it. This creates pressure not only on engineering and manufacturing, but on the technicians responsible for installation in the field. 

“Clearfield is a fiber connectivity provider… we focus on providing solutions and products for the physical infrastructure of broadband and data centers,” said Clearfield Chief Commercial Officer Anis Khemakhem.  

Demand is only accelerating. 

“We’re going to see anywhere between five to seven times the number of data centers deployed in the next ten years,” said Khemakhem.  

But scaling infrastructure isn’t just about products—it’s about people. The ability to deploy quickly and correctly depends on a workforce that is both skilled and consistent. 

“A lot of the legacy installers are retiring… we need to attract a new generation of installers,” he said.  

This shift puts pressure on organizations like Clearfield to not only recruit new talent, but to ensure those new technicians can perform at a high level from day one. 

The Challenge: Training at Scale in a Changing Workforce 

Clearfield faced a convergence of challenges that made traditional training unsustainable. The issue wasn’t just onboarding more technicians—it was ensuring that every technician, regardless of experience, could deliver consistent, high-quality installations in the field. 

A shrinking knowledge base
“We’re losing a lot of that tenured knowledge… newer technicians don’t always have that mentorship in the field,” said Clearfield Director of Technical Training and Support Kelly Weissmann.  

As experienced workers retire, the informal transfer of knowledge—once a cornerstone of field training—is disappearing. Without that mentorship, new technicians are left to interpret instructions on their own, often leading to variability in execution. 

Inconsistent learning methods
“We weren’t getting consistency across the field… training was death by PowerPoint, PDFs, and videos,” said Weissmann.  

Traditional training formats require technicians to absorb information in one setting and apply it later in another. This gap between learning and doing introduces errors, slows productivity, and creates inconsistent outcomes across teams. 

Field realities
“Being outside in the elements… a physical paper manual is just not going to work,” said Clearfield Marketing Specialist Connor Petit.  

Technicians often work in unpredictable environments where static materials are impractical and difficult to use. Training tools must function off the grid in real-world conditions—not just in controlled environments. 

Support bottlenecks
“Before BILT we had to be on the phone… trying to imagine what the technicians were seeing,” said Clearfield Inside Sales Representative Carley Murphy.  

Support teams were frequently pulled into basic troubleshooting calls, creating delays, longer hold times, and limiting their ability to address more complex issues. 

A new generation of learners
“Techs want the digital availability… they want it on their phones,” said Khemakhem.  

Today’s workforce expects immediate, intuitive access to information. Training that doesn’t meet those expectations risks disengagement and slower adoption. 

Rethinking Training: From Classroom to Field 

Clearfield recognized that scaling deployment required rethinking how knowledge is delivered. Training could no longer be a one-time event—it had to become a continuous, accessible resource embedded in the workflow. 

“We decided to look for a solution that was available to techs wherever they were… in the field, at their homes, in their cars,” said Clearfield Market Development Specialist Robert Paul.  

Instead of relying on memory or static content, training needed to be immediate and actionable. Technicians needed the ability to access precise, step-by-step guidance at the moment of installation—not hours or days later. 

This shift reframes training as an operational tool rather than a preparatory step, enabling organizations to scale without sacrificing quality. 

 

The Solution: A “Trainer in Your Pocket” 

Clearfield partnered with BILT to transform how technicians learn and execute in the field. By delivering interactive 3D instructions directly to mobile devices, BILT embeds expertise into every installation. 

“All I need to do is pull up my step-by-step instructions,” said Weissmann.  

Murphy described BILT as having a mini field support representative right in your pocket. 

By removing reliance on memory and replacing it with guided execution, BILT enables technicians to work with greater speed, accuracy, and confidence—regardless of experience level. 

“We don’t just sell hardware. We’re solving the problems of our customers,” said Khemakhem.   

From Static Instructions to Interactive Understanding 

Unlike manuals or videos, BILT allows technicians to actively engage with the installation process. This interactivity reduces ambiguity and helps technicians quickly understand complex assemblies. 

“You can look at a product, turn it, zoom in… and go directly to what’s not clear,” said Khemakhem.  

“You can click on specific parts and get exactly what you need… instead of searching through a video,” said Murphy.  

“They can move at their own pace… touch it, zoom in, and get a clear picture of how things need to be installed,” said Weissmann.  

This shift from passive to interactive learning improves comprehension and reduces the likelihood of errors—especially for first-time installs. 

Driving Consistency Across the Field 

With BILT, Clearfield standardized installation across regions, experience levels, and environments. Every technician follows the same validated process, reducing variability and improving overall quality. 

“It ensures they’re completing their install properly and efficiently… it’s been a game changer,” said Weissmann.  

That consistency becomes critical at scale. As deployments increase, even small inefficiencies or errors can compound into significant operational challenges. Standardization ensures that growth does not come at the expense of quality. 

Reducing Support Burden While Increasing Capability 

BILT didn’t eliminate support—it made it more effective by shifting where and how support is needed. Technicians can resolve routine questions independently, freeing up experts to focus on more complex issues. 

“We receive fewer basic ‘how do I do this’ questions… now it’s more complex situations,” said Weissmann.  

“They have that initial call… and then they don’t call back again because they have the app,” said Murphy.  

This shift reduces delays, shortens resolution times, and improves overall efficiency—both in the field and within support teams. 

Empowering a New Generation of Technicians 

For younger technicians, BILT aligns naturally with how they already learn—through interactive, self-directed experiences. 

“We grew up on YouTube tutorials… BILT is very self-teaching,” said Murphy.  

“Young technicians adapt to it very quickly… it’s that on-demand ‘teach me now’ mindset,” said Weissmann.”  

By meeting technicians where they are, BILT not only accelerates learning but also builds confidence. New hires can contribute more quickly, reducing the time it takes to become productive in the field. 

At the same time, experienced technicians benefit from increased efficiency and clarity. 

“There hasn’t been pushback… the efficiencies help everyone,” said Khemakhem.  

Extending Value Beyond Installation 

BILT’s impact goes far beyond the job site, supporting multiple functions across the organization. 

Sales Enablement
“We can pull it up on our phone and show exactly how the product works,” said Petit. Instead of walking customers through demonstrations on live products, the 3D animations in BILT help salespeople answer questions and explain features.  

Customer Understanding
“Even people who aren’t in the field can now understand what their technicians are seeing,” said Paul.  

Real-Time Troubleshooting
“It allows us to solve problems right there on the phone,” said Paul.  

By making technical knowledge accessible to a broader audience, BILT improves communication across teams and organizations. 

Embedding BILT Into the Customer Experience 

Clearfield integrated BILT across every touchpoint to drive adoption and ensure accessibility in the moments that matter most. They call out BILT 

• on QR codes on packaging
• in email signatures and communications
• at trade shows and live demos
• in sales presentations
• in field training programs  

This approach reinforces BILT as a core part of the product experience—not just a suggestion or add-on. 

The Bigger Picture: Scaling Infrastructure Through Knowledge 

As fiber replaces legacy networks, the complexity and importance of deployment continue to grow. 

“Fiber is replacing copper… giving us exponentially more capacity,” said Khemakhem.  

But infrastructure alone isn’t enough. The ability to deploy it—quickly, correctly, and consistently—is what ultimately determines success. 

By embedding knowledge directly into the workflow, Clearfield ensures that every technician operates with the same level of clarity and precision, regardless of experience. 

 

The Outcome: A Scalable Model for Training and Deployment 

By integrating BILT, Clearfield created a repeatable, scalable approach to workforce enablement—one that supports growth without sacrificing quality. Benefits include:

• standardized installations across teams
• faster onboarding of new technicians
• reduced errors and rework
• lower support burden
• improved customer confidence 

“It allows us to train more consistently… and gives technicians more confidence and pride in their work,” said Weissmann.  

Looking Ahead 

For Clearfield, BILT is not just a tool—it’s a foundational part of how the company scales its operations and supports its customers. 

“The partnership with BILT plays an integral part… it reinforces that we are problem solving for our customers,” said Khemakhem.  

As the industry evolves, one thing is clear:
The future belongs to organizations that can scale knowledge as effectively as they scale infrastructure.