Zayo Delivers Superior Customer Service with Resolve’s Service-Level Automations

Zayo turned to Resolve’s unified automation platform to help improve Network Control Center operations and efficiency.

Customer Objectives

Zayo wanted to improve Network Control Center performance and customer experience by reducing the volume and duration of customer-impacting incidents while supporting network growth. Of course, all this needed to be accomplished with a fixed headcount.

Solution Overview

By highlighting only intelligent and relevant alarms with a consolidated view of customer information from multiple systems, Resolve has helped empower Zayo’s technicians with centralized visibility and control. Zayo has also used Resolve to automate customer communications and deliver self-service offerings.

“With Resolve, we’re now able to greatly reduce technician time per ticket, reduce customer call times, and lower MTTI & MTTR.” ―Greg Hadlock, SVP Network Control Center, Zayo

Key Benefits

• Enriched, Intelligent Alarms – Alarms are automatically enriched with customer name, circuit ID, site location, and suppressed “noise”
• Unified, Consolidated Customer Info – Single pane-of-glass visibility supports streamlined troubleshooting and resolution with real-time port and circuit status
• Automated Customer Notifications and Self-service – Subscribed customers automatically receive service outage notifications. No manual intervention needed (even for service requests)
• Take the Guesswork out of the Network Control Center – Fully automate repeatable tasks and troubleshoot with confidence with interactive automated workflows

“When we look at our architecture diagram, Resolve is at the center of it. Resolve interconnects with every system that the NCC would otherwise be required to manually interact with” ―Greg Hadlock, SVP, NCC, Zayo Group

Industry: Telecommunications

Company Size: 1001 – 5000 Employees

About Zayo Group:
Zayo Group provides bandwidth infrastructure services, including fiber and bandwidth connectivity, colocation, and cloud services to the world’s leading businesses. Customers include wireless businesses. Customers include wireless and wireline carriers, media and content companies and finance, healthcare and other large enterprises. Zayo’s 84,000-mile network in the U.S. and Europe include extensive metro connectivity to thousands of buildings and data centers. In addition to high-capacity dark fiber, wavelength, Ethernet and other connectivity solutions, Zayo offers colocation and cloud services in its carrier-neutral data centers.