{"id":17124,"date":"2025-07-01T12:04:58","date_gmt":"2025-07-01T18:04:58","guid":{"rendered":"https:\/\/www.zayo.com\/?post_type=resources&#038;p=17124"},"modified":"2025-07-01T12:06:02","modified_gmt":"2025-07-01T18:06:02","slug":"transforming-zayos-service-delivery-with-vanessa-hyjek-smarter-service-better-experiences","status":"publish","type":"resources","link":"https:\/\/zayoustrans.burbledev.com\/es\/resources\/transforming-zayos-service-delivery-with-vanessa-hyjek-smarter-service-better-experiences\/","title":{"rendered":"Transforming Zayo\u2019s Service Delivery with Vanessa Hyjek: Smarter Service, Better Experiences"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">What does it take to revolutionize service delivery in a fast-paced telecommunications industry? At Zayo, it means more than just meeting targets; we\u2019re setting new standards for excellence. Through critical investments in innovative tools that enable unparalleled human interactions, Zayo achieved more than 20% year-over-year improvement in key service metrics and scores in 2024. And we&#8217;re not stopping there; these improvements are already continuing to grow as we move through 2025.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This transformation didn\u2019t happen overnight. It required a clear vision, strategic planning, and a relentless focus on putting the customer first. Under the leadership of Vanessa Hyjek, Vice President of Service Delivery, Zayo turned customer-centric strategies into measurable outcomes that enrich customer relationships. Here&#8217;s how we did it.<\/p>\n\n\n\n<div class=\"wistia_responsive_padding\" style=\"padding:56.25% 0 0 0;position:relative;\"><div class=\"wistia_responsive_wrapper\" style=\"height:100%;left:0;position:absolute;top:0;width:100%;\"><iframe loading=\"lazy\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/yeg63s78j6?web_component=true&#038;seo=false\" title=\"Zayo - Vanessa Hyjek - June CKO Edit Video\" allow=\"autoplay; fullscreen\" allowtransparency=\"true\" frameborder=\"0\" scrolling=\"no\" class=\"wistia_embed\" name=\"wistia_embed\" width=\"100%\" height=\"100%\"><\/iframe><\/div><\/div>\n<script src=\"https:\/\/fast.wistia.net\/player.js\" async><\/script>\n\n\n\n<h2 class=\"wp-block-heading\">Unifying Teams for Better Service Delivery<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To provide seamless service, Zayo unified all functional areas under one leader in 2024. This alignment streamlined our delivery process, ensuring a smoother, more consistent experience for our customers with clear goals and friction-free collaboration across teams.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe brought all our teams together to create a single \u2018ownership mentality\u2019 for the entire process,\u201d says Hyjek. \u201cThis allowed us to address issues faster, share more accurate updates, and ultimately, deliver effortlessly for the customer.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The result?<\/p>\n\n\n<div class=\"gb-grid-wrapper gb-grid-wrapper-9e059454\">\n<div class=\"gb-grid-column gb-grid-column-44c40be3\"><div class=\"gb-container gb-container-44c40be3\">\n\n<div style=\"padding:15px; background: #efefef;\">\n<p style=\"text-align:center\">A significant\n<span style=\"display:block; font-size:55px;font-weight:bold;text-align:center;\">22%<\/span> <strong>improvement in on-time performance (OTP)<\/strong>, bringing us closer to our <strong>90% goal<\/strong>.<\/p>\n<\/div>\n\n<\/div><\/div>\n\n<div class=\"gb-grid-column gb-grid-column-e49a20e8\"><div class=\"gb-container gb-container-e49a20e8\">\n\n<div style=\"padding:15px; background: #efefef;\">\n<p style=\"text-align:center\">Install time has been <strong>reduced by<\/strong>\n<span style=\"display:block; font-size:55px;font-weight:bold;text-align:center;\">12.6<\/span> <strong>days<\/strong> over the last 12 months, ensuring clients benefit from faster service and improved efficiency.<\/p>\n<\/div>\n\n<\/div><\/div>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">By operating as one team, we made it easier for customers to stay informed and trust that projects are on track. \u201cWe needed to set the bar to what is expected in the industry, and we needed to achieve it.\u201d<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Proactive Communication That Builds Trust<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Historically, one of the biggest pain points in telecom has been a lack of clear communication. At Zayo, we introduced structured, proactive updates to fix that.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cCustomers shouldn\u2019t have to chase us for updates,\u201d says Hyjek. \u201cOur goal was to provide clear, predictable communication at regular intervals. That&#8217;s the kind of experience we strive for.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With a 99% success rate in weekly customer communication, we keep clients informed with timely updates and clear timelines. By eliminating uncertainty and ensuring faster responses, we\u2019ve boosted satisfaction, increased NPS, and built stronger loyalty. Clear communication drives trust and lasting partnerships.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Investing in Automation to Deliver Faster, Better Service<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To scale our operations and minimize errors, we\u2019re leveraging advanced automation tools. Automation doesn\u2019t just save time; it eliminates manual errors and improves accuracy, making it easier for us to meet customer needs quickly.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe\u2019re using AI in a way that truly benefits our customers,\u201d says Hyjek. \u201cFrom network inventory management to early circuit design, automation allows our team to focus on making the customer experience effortless.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Highlights of our automation strategy include: <\/strong><strong><br><\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>AI-Driven Tools:<\/strong> Automating network inventory and circuit design to reduce errors and speed up service delivery.<\/li>\n\n\n\n<li><strong>Operational Platforms:<\/strong> Employ tools to help optimize workflows and ensure customers get what they need, when they need it.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">These investments mean faster delivery times, fewer disruptions, and higher reliability for your business.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Empowering Our Teams to Put You First<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Behind every great service is a great team. At Zayo, we invest in our people to ensure they have the resources, skills, and training to meet our clients\u2019 expectations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cOur mission is to make customer interactions effortless,\u201d says Hyjek. \u201cThat means giving our team the tools and training they need to be the best in the business at delivering tailored excellence to our customers.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Key Initiatives:&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Internal training platforms <\/strong>and certification programs that prepare our teams to tackle complex challenges.<br><\/li>\n\n\n\n<li><strong>Simplified workflows <\/strong>that enable employees to focus on providing a personal touch instead of navigating cumbersome processes.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">When our employees are empowered, they can focus entirely on taking the stress out of our customers&#8217; network operations for a more rewarding experience.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why It All Comes Together For You<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Here\u2019s what our customer-first service delivery experience approach means for you:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Trust and Confidence:<\/strong> On-time delivery builds trust and lets you confidently plan around us.<br><\/li>\n\n\n\n<li><strong>Partnership:<\/strong> Our focus on clear communication and tailored solutions strengthens our relationship with you as a partner, not just a provider.<br><\/li>\n\n\n\n<li><strong>Growth Enablement: <\/strong>When we deliver seamlessly, you can focus on innovating and growing your own business instead of chasing answers.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Hyjek puts it best: \u201cAt Zayo, the goal isn\u2019t just to deliver; it&#8217;s to be a partner that helps you succeed.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Building the Future of Service Delivery<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Zayo\u2019s transformation in service delivery is just the beginning. With continued investments in automation, people, and processes, we\u2019re raising the bar for what great service looks like in the telecommunications industry.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If you\u2019re looking for reliability, trust, and innovation in your network partner, Zayo is here to help your business thrive.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Transforming Zayo&#8217;s Service Delivery didn&#8217;t happen overnight. It required a clear vision, strategic planning, and relentless focus on putting the customer first under the leadership of Vanessa Hyjek, Vice President of Service Delivery.<\/p>\n","protected":false},"featured_media":17147,"template":"","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"3666,9522,10262,2926,4018,3970","_relevanssi_noindex_reason":"","resource-post-excerpt":"Transforming Zayo's Service Delivery didn't happen overnight. It required a clear vision, strategic planning, and relentless focus on putting the customer first under the leadership of Vanessa Hyjek, Vice President of Service Delivery.","footnotes":""},"resource-topics":[155],"displayed":[],"resources-categories":[44],"industry":[],"services-amp-solutions":[],"class_list":["post-17124","resources","type-resources","status-publish","has-post-thumbnail","hentry","resource-topics-life-at-zayo","resources-categories-blog"],"acf":[],"_links":{"self":[{"href":"https:\/\/zayoustrans.burbledev.com\/es\/wp-json\/wp\/v2\/resources\/17124","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/zayoustrans.burbledev.com\/es\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/zayoustrans.burbledev.com\/es\/wp-json\/wp\/v2\/types\/resources"}],"version-history":[{"count":21,"href":"https:\/\/zayoustrans.burbledev.com\/es\/wp-json\/wp\/v2\/resources\/17124\/revisions"}],"predecessor-version":[{"id":17205,"href":"https:\/\/zayoustrans.burbledev.com\/es\/wp-json\/wp\/v2\/resources\/17124\/revisions\/17205"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/es\/wp-json\/wp\/v2\/media\/17147"}],"wp:attachment":[{"href":"https:\/\/zayoustrans.burbledev.com\/es\/wp-json\/wp\/v2\/media?parent=17124"}],"wp:term":[{"taxonomy":"resource-topics","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/es\/wp-json\/wp\/v2\/resource-topics?post=17124"},{"taxonomy":"displayed","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/es\/wp-json\/wp\/v2\/displayed?post=17124"},{"taxonomy":"resources-categories","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/es\/wp-json\/wp\/v2\/resources-categories?post=17124"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/es\/wp-json\/wp\/v2\/industry?post=17124"},{"taxonomy":"services-amp-solutions","embeddable":true,"href":"https:\/\/zayoustrans.burbledev.com\/es\/wp-json\/wp\/v2\/services-amp-solutions?post=17124"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}