Zayo Delivers Scalable Customer Self-Service with Resolve Automations

Organization Profile

Industry: Telecommunications
Company Size: 1,001 – 5,000 Employees
Region: United States and Europe
Services: Fiber and bandwidth connectivity, colocation, cloud services, and network infrastructure for global enterprises

Customer Objective: Scaling Service Quality Without Scaling Headcount

Zayo Group set out to transform the performance of its Network Control Center (NCC) while enhancing customer satisfaction and operational efficiency. With a rapidly growing network footprint and increasing service expectations, the organization needed to do more with the same number of people.

The goals were clear: reduce incident volume and duration, improve visibility, and keep customers better informed—without increasing manual workloads.

To meet these objectives, Zayo turned to Resolve Actions, deploying service-level automations to streamline workflows, centralize information, and drive a more intelligent approach to incident response.

Intelligent Automation Where It Matters Most

Zayo used Resolve to enrich, prioritize, and automate key processes across the NCC. Instead of wading through noisy alerts, technicians now focus only on intelligent, enriched alarms that include key context such as:

• Customer name
• Circuit ID
• Site location
• Real-time port and circuit status

This centralized visibility enables faster triage and eliminates unnecessary escalations. Technicians work from a unified interface that pulls together insights from multiple systems, allowing them to troubleshoot confidently and resolve issues at speed.

"With Resolve, we’re now able to greatly reduce technician time per ticket, reduce customer call times, and lower MTTI & MTTR," said Greg Hadlock, SVP of the Network Control Center at Zayo.

Automating Communications and Self-Service

In addition to improving incident handling, Zayo used Resolve to automate customer communications and introduce scalable self-service offerings.

• Customers now automatically receive outage notifications, without manual intervention from the support team
• Self-service options allow customers to check status and receive updates in real time
• Routine service requests can now be fulfilled without live agent support

These changes not only free up technicians to focus on high-value issues—they also help Zayo meet SLAs more consistently, reduce customer frustration, and deliver a more transparent service experience.

Results That Improve Every Layer of the NCC

With Resolve, Zayo built an automation-powered control center that improves responsiveness, reduces human error, and eliminates guesswork. Key outcomes include:

• Enriched alarm triage, with noise suppression and contextual data
• Reduced MTTI (Mean Time to Identify) and MTTR (Mean Time to Resolve)
• Shorter customer call durations
• Greater technician efficiency per ticket
• Zero-touch customer notifications that scale with demand

By automating routine work and enabling centralized visibility, Zayo created a smarter, faster support model—without expanding the team.

Ready to Achieve Similar Results?

Check out Resolve Actions to discover how IT automation and orchestration can drive real results for your organization—or request a custom demo to see how telecom leaders like Zayo are redefining control center performance with Resolve.