{"id":19249,"date":"2025-10-16T10:22:41","date_gmt":"2025-10-16T16:22:41","guid":{"rendered":"https:\/\/www.zayo.com\/?post_type=resources&#038;p=19249"},"modified":"2025-11-07T12:02:42","modified_gmt":"2025-11-07T19:02:42","slug":"from-silos-to-synergy-how-zayo-redefined-service-delivery","status":"publish","type":"resources","link":"https:\/\/zayoustrans.burbledev.com\/fr\/resources\/from-silos-to-synergy-how-zayo-redefined-service-delivery\/","title":{"rendered":"From Silos to Synergy: How Zayo Redefined Service Delivery\u00a0"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">The telecommunications industry has long struggled with service delivery challenges that hinder innovation and erode customer trust. Zayo is tackling these issues head-on, introducing strategic&nbsp;initiatives&nbsp;that&nbsp;set&nbsp;a new standard for service excellence.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Zayo&#8217;s approach focuses on smarter resource allocation, stronger team collaboration, and customer-first design to reshape service delivery. These changes have already led to a&nbsp;5% improvement in&nbsp;overall&nbsp;service&nbsp;delivery&nbsp;on-time&nbsp;performance in&nbsp;the first half of&nbsp;2025&nbsp;compared to&nbsp;the first half of&nbsp;2024,&nbsp;demonstrating&nbsp;how this transformation drives meaningful improvements and creates better customer experiences.&nbsp;&nbsp;<\/p>\n\n\n\n<!-- Metrics 4-up -->\n<style>\n  .metrics-4up {\n    --card-bg: #efefef;\n    --card-text: #01395C;\n    display: grid;\n    grid-template-columns: repeat(4, 1fr);\n    gap: 12px;\n    align-items: stretch; \/* equal heights *\/\n    margin: 0;\n  }\n\n  .metrics-4up .card {\n    background: var(--card-bg);\n    color: var(--card-text);\n    font-size: 1.1em;\n    padding: 15px;\n    text-align: center;\n\n    \/* vertically center the single child *\/\n    display: flex;\n    align-items: center;\n    justify-content: center;\n  }\n\n  .metrics-4up .card p {\n    margin: 0;            \/* remove default p spacing *\/\n    line-height: 1.35;    \/* tweak as needed *\/\n  }\n\n  .metrics-4up .card strong { font-weight: 700; } \/* stays inline by default *\/\n\n  \/* responsive *\/\n  @media (max-width: 768px) {\n    .metrics-4up { grid-template-columns: 1fr; }\n  }\n  @media (min-width: 769px) and (max-width: 1024px) {\n    .metrics-4up { grid-template-columns: repeat(2, 1fr); }\n  }\n<\/style>\n\n<div class=\"metrics-4up\">\n  <div class=\"card\"><p><strong>4.2% improvement<\/strong> in on-time performance for Wavelength and Dark Fiber deliveries from 2024 to 2025<\/p><\/div>\n  <div class=\"card\"><p>IP Services installed <strong>4 days sooner in 2025<\/strong> vs. 2024<\/p><\/div>\n  <div class=\"card\"><p><strong>15.2% improvement<\/strong> in on-time delivery for Ethernet solutions in 2025 vs. 2023<\/p><\/div>\n  <div class=\"card\"><p>Services at Quick Connect Data Center delivered in an average of <strong>8 days<\/strong><\/p><\/div>\n<\/div>\n\n\n\n<h1 class=\"gb-headline gb-headline-72de51f9 gb-headline-text\">Tackling Industry Challenges with Innovation&nbsp;<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">Telecommunications companies face&nbsp;common&nbsp;challenges&nbsp;in service&nbsp;delivery: communication gaps, continuity issues, and operational inefficiencies that can&nbsp;impact&nbsp;customer satisfaction.&nbsp;Zayo&nbsp;identified&nbsp;these widespread industry challenges and crafted innovative, targeted strategies to tackle them head-on.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Strategic Resource Redistribution&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Central to Zayo\u2019s transformation is the strategic redistribution of resources to create specialized teams&nbsp;that focus on specific customer needs and product complexities. This approach&nbsp;ensures that&nbsp;expertise&nbsp;is&nbsp;always&nbsp;directed&nbsp;where&nbsp;it\u2019s&nbsp;most needed, maximizing both efficiency and service quality.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Key Elements of Service Delivery Resource Optimization&nbsp;<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Specialized Team Formation:&nbsp;<\/strong>Teams are organized by customer type, product complexity, and strategic importance to ensure the right&nbsp;expertise&nbsp;meets the right&nbsp;challenge.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Enhanced Collaboration:&nbsp;<\/strong>Smaller, focused teams enable more relevant and targeted conversations, improving decision-making speed and accuracy.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Strategic Focus:<\/strong>&nbsp;Teams can distinguish between fast-track orders and complex implementations, tailoring their approach accordingly.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">&#8220;We may have had 20 or 30 engineers for a specific product trying to converse between 20 PMs regarding a multitude of orders, which is way too much,&#8221; noted JoEllen Schreiber, Head of Order Management at Zayo. &#8220;To help streamline, we broke them into&nbsp;distinct groups&nbsp;and made&nbsp;each&nbsp;set&nbsp;much smaller. That way,&nbsp;it&#8217;s&nbsp;clear they&#8217;re focused on the same things.&#8221;&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Fostering Collective Ownership&nbsp;Through Enhanced&nbsp;Collaboration&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Zayo is empowering its teams to deliver more value to customers by fostering collaboration and offering specialized training. Every team member builds confidence in their product knowledge and technical ability, translating into stronger problem-solving skills and a deeper sense of ownership, ensuring customers receive more efficient, expert, and proactive support.&nbsp;Here\u2019s&nbsp;how:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Daily Strategic Alignment:&nbsp;<\/strong>Morning sync&nbsp;calls within teams help align&nbsp;priorities, address roadblocks collaboratively, and ensure everyone is working towards the same&nbsp;objectives.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Reinforced&nbsp;Product Confidence:&nbsp;<\/strong>With groups&nbsp;no longer&nbsp;being&nbsp;stretched&nbsp;across Zayo\u2019s entire product portfolio,&nbsp;customers can&nbsp;benefit&nbsp;from deeper&nbsp;expertise&nbsp;and more effective problem-solving, tailored to their specific&nbsp;needs.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Accountability and Visibility Enhancements:&nbsp;<\/strong>With new collaborative structures, customers can enjoy&nbsp;improved forecasting and order status visibility.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThese changes have&nbsp;helped us share a sense of urgency with projects,&#8221; notes&nbsp;Amber Theis,&nbsp;Sr. Manager, Service Delivery. &#8220;Now, there&#8217;s more of an overall team feeling, which has really improved the dynamic and flow of our work.&#8221;&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Customer-Centric Communication&nbsp;&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Historically, the telecommunications industry has been known for fragmented and confusing communication. By providing clear, consistent communication through dedicated project managers, Zayo&nbsp;ensures&nbsp;customers have a reliable partner who understands your needs&nbsp;and works with you to&nbsp;solve&nbsp;challenges&nbsp;from start to finish.&nbsp;Here\u2019s&nbsp;how having a dedicated project manager&nbsp;benefits&nbsp;our&nbsp;customers:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Communication&nbsp;Clarity:<\/strong>&nbsp;Customers have one consistent person to turn to for updates, questions, and concerns,&nbsp;eliminating&nbsp;confusion and ensuring information consistency.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Service Continuity:&nbsp;<\/strong>Project managers understand customer history, needs, and ongoing projects, building stronger partnerships and ensuring smoother experiences across all orders.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Accelerated Issue Resolution:<\/strong>&nbsp;Deep customer account understanding and strong internal relationships enable faster navigation of internal processes and quicker roadblock resolution.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Under the leadership of VP of Service Delivery Vanessa Hyjek, Zayo has implemented disciplined communication&nbsp;standards,&nbsp;including proactive outreach and regular customer communication intervals. This systemic approach has&nbsp;led to&nbsp;<strong>99% on-time weekly customer communication&nbsp;<\/strong>since the program\u2019s&nbsp;inception.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cBuilding consistency around customer communication&nbsp;and adhering to that process has decreased unnecessary escalations,\u201d explains Amber Theis. \u201cFollowing that lead and remaining consistent in our communication has improved customer service overall.\u201d&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Setting the New Standard for Telecommunications Service Delivery&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Zayo\u2019s transformation&nbsp;demonstrates&nbsp;how telecommunications companies can&nbsp;redefine&nbsp;service delivery through&nbsp;strategic&nbsp;resource allocation, enhanced team collaboration, and an unwavering, cohesive customer&nbsp;focus.&nbsp;By addressing industry-wide challenges with innovative solutions, Zayo is not only improving its own operations, but&nbsp;setting&nbsp;a new benchmark for excellence in telecom service delivery.&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The telecommunications industry has long struggled with service delivery challenges that hinder innovation and erode customer trust. Zayo is tackling these issues head-on, introducing strategic initiatives that set a new standard for service excellence. <\/p>\n","protected":false},"featured_media":16656,"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":"3666,2926,9522,4018,9159,10262","_relevanssi_noindex_reason":"","resource-post-excerpt":"The telecommunications industry has long struggled with service delivery challenges that hinder innovation and erode customer trust. Zayo is tackling these issues head-on, introducing strategic initiatives that set a new standard for service excellence. 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