{"id":2140,"date":"2023-05-06T15:48:32","date_gmt":"2023-05-06T22:48:32","guid":{"rendered":"https:\/\/resolve.io\/?post_type=customer-stories&#038;p=2140"},"modified":"2023-06-01T11:55:57","modified_gmt":"2023-06-01T18:55:57","slug":"zayo-it-service-automation-case-study","status":"publish","type":"customer-stories","link":"https:\/\/resolve.io\/customers\/zayo-it-service-automation-case-study","title":{"rendered":"Zayo Delivers Superior Customer Service with Resolve\u2019s Service-Level Automations"},"content":{"rendered":"\n<p>Zayo turned to Resolve\u2019s unified automation platform to help improve Network Control Center operations and efficiency.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Customer Objectives<\/h3>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Solution Overview<\/h2>\n\n\n\n<p>By highlighting only intelligent and relevant alarms with a consolidated view of customer information from multiple systems, Resolve has helped empower Zayo\u2019s technicians with centralized visibility and control. Zayo has also used Resolve to automate customer communications and deliver self-service offerings.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cWith Resolve, we\u2019re now able to greatly reduce technician time per ticket, reduce customer call times, and lower MTTI &amp; MTTR.\u201d<\/em>&nbsp;\u2015Greg Hadlock, SVP Network Control Center, Zayo<\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\">Key Benefits<\/h3>\n\n\n\n<ul>\n<li><strong>Enriched,&nbsp;<\/strong><strong>I<\/strong><strong>ntelligent&nbsp;<\/strong><strong>A<\/strong><strong>larms<\/strong>&nbsp;\u2013 Alarms are automatically enriched with customer name, circuit ID, site location, and suppressed \u201cnoise\u201d<\/li>\n\n\n\n<li><strong>Unified,&nbsp;<\/strong><strong>C<\/strong><strong>onsolidated&nbsp;<\/strong><strong>C<\/strong><strong>ustomer&nbsp;<\/strong><strong>I<\/strong><strong>nfo<\/strong>&nbsp;\u2013 Single pane-of-glass visibility supports streamlined troubleshooting and resolution with real-time port and circuit status<\/li>\n\n\n\n<li><strong>Automated&nbsp;<\/strong><strong>C<\/strong><strong>ustomer&nbsp;<\/strong><strong>N<\/strong><strong>otifications and&nbsp;<\/strong><strong>S<\/strong><strong>elf-service<\/strong>&nbsp;\u2013 Subscribed customers automatically receive service outage notifications. No manual intervention needed (even for service requests)<\/li>\n\n\n\n<li><strong>Take the&nbsp;<\/strong><strong>G<\/strong><strong>uesswork out of the Network Control Center<\/strong>&nbsp;\u2013 Fully automate repeatable tasks and troubleshoot with confidence with interactive automated workflows<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-1 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column customerProfile is-layout-flow wp-block-column-is-layout-flow\">\n<h3 class=\"wp-block-heading\">Company Profile<\/h3>\n\n\n\n<p><strong>Industry:<\/strong>&nbsp;Telecommunications<\/p>\n\n\n\n<p><strong>Company Size:<\/strong>&nbsp;1001 \u2013 5000 Employees<\/p>\n\n\n\n<p><strong>About Zayo Group:<\/strong><br>Zayo Group provides bandwidth infrastructure services, including fiber and bandwidth connectivity, colocation, and cloud services to the world\u2019s leading businesses. Customers include wireless businesses. Customers include wireless and wireline carriers, media and content companies and finance, healthcare and other large enterprises. Zayo\u2019s 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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","om_disable_all_campaigns":false,"_mi_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0},"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/resolve.io\/wp-json\/wp\/v2\/customer-stories\/2140"}],"collection":[{"href":"https:\/\/resolve.io\/wp-json\/wp\/v2\/customer-stories"}],"about":[{"href":"https:\/\/resolve.io\/wp-json\/wp\/v2\/types\/customer-stories"}],"wp:attachment":[{"href":"https:\/\/resolve.io\/wp-json\/wp\/v2\/media?parent=2140"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}