What does it take to revolutionize service delivery in a fast-paced telecommunications industry? At Zayo, it means more than just meeting targets; we’re 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’re not stopping there; these improvements are already continuing to grow as we move through 2025.
This transformation didn’t 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’s how we did it.
Unifying Teams for Better Service Delivery
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.
“We brought all our teams together to create a single ‘ownership mentality’ for the entire process,” says Hyjek. “This allowed us to address issues faster, share more accurate updates, and ultimately, deliver effortlessly for the customer.”
The result?
A significant 22% improvement in on-time performance (OTP), bringing us closer to our 90% goal.
Install time has been reduced by 12.6 days over the last 12 months, ensuring clients benefit from faster service and improved efficiency.
By operating as one team, we made it easier for customers to stay informed and trust that projects are on track. “We needed to set the bar to what is expected in the industry, and we needed to achieve it.”
Proactive Communication That Builds Trust
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.
“Customers shouldn’t have to chase us for updates,” says Hyjek. “Our goal was to provide clear, predictable communication at regular intervals. That’s the kind of experience we strive for.”
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’ve boosted satisfaction, increased NPS, and built stronger loyalty. Clear communication drives trust and lasting partnerships.
Investing in Automation to Deliver Faster, Better Service
To scale our operations and minimize errors, we’re leveraging advanced automation tools. Automation doesn’t just save time; it eliminates manual errors and improves accuracy, making it easier for us to meet customer needs quickly.
“We’re using AI in a way that truly benefits our customers,” says Hyjek. “From network inventory management to early circuit design, automation allows our team to focus on making the customer experience effortless.”
Highlights of our automation strategy include:
- AI-Driven Tools: Automating network inventory and circuit design to reduce errors and speed up service delivery.
- Operational Platforms: Employ tools to help optimize workflows and ensure customers get what they need, when they need it.
These investments mean faster delivery times, fewer disruptions, and higher reliability for your business.
Empowering Our Teams to Put You First
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’ expectations.
“Our mission is to make customer interactions effortless,” says Hyjek. “That means giving our team the tools and training they need to be the best in the business at delivering tailored excellence to our customers.”
Key Initiatives:
- Internal training platforms and certification programs that prepare our teams to tackle complex challenges.
- Simplified workflows that enable employees to focus on providing a personal touch instead of navigating cumbersome processes.
When our employees are empowered, they can focus entirely on taking the stress out of our customers’ network operations for a more rewarding experience.
Why It All Comes Together For You
Here’s what our customer-first service delivery experience approach means for you:
- Trust and Confidence: On-time delivery builds trust and lets you confidently plan around us.
- Partnership: Our focus on clear communication and tailored solutions strengthens our relationship with you as a partner, not just a provider.
- Growth Enablement: When we deliver seamlessly, you can focus on innovating and growing your own business instead of chasing answers.
Hyjek puts it best: “At Zayo, the goal isn’t just to deliver; it’s to be a partner that helps you succeed.”
Building the Future of Service Delivery
Zayo’s transformation in service delivery is just the beginning. With continued investments in automation, people, and processes, we’re raising the bar for what great service looks like in the telecommunications industry.
If you’re looking for reliability, trust, and innovation in your network partner, Zayo is here to help your business thrive.