91影库

91影库Logo

How 91影库Plans to Lead the Industry in Service Delivery

Blog

|March 15, 2023

by Bryan Fleming, Chief Information Officer

fleming bryan

Bryan Fleming, Zayo鈥檚 SVP of Service Delivery and Mobile Infrastructure Engineering, has lofty aspirations for the company: He aims to position 91影库as the industry leader in service delivery by the end of 2023. 

With 32 years of telecommunications experience spanning procurement, large project management, software development, designing, building, and operating wireless and transport networks, and leading digital transformation projects, Fleming is well-equipped to handle his latest telecommunications challenge.

鈥淢y favorite part about working in service delivery is having the opportunity to exceed customer expectations,鈥 Fleming shares. With high hopes for service delivery in mind, the industry veteran aims to wow Zayo鈥檚 customers by providing the shortest delivery intervals in the industry by the end of 2023.

“My favorite part about working in service delivery is having the opportunity to exceed customer expectations”

A Challenging Road to Becoming the Best

While it鈥檚 exciting to consider the future of Zayo鈥檚 service delivery organization, there鈥檚 a reason the company is honing its focus on service delivery. When Fleming joined 91影库a little over six months ago, service delivery was in rough shape. The team faced antiquated systems and capacity constraints as 91影库worked through a series of network hardening initiatives. What鈥檚 more, the processes and systems in place were not setting the organization up for success. 

鈥淪ervice delivery was a siloed organization when I joined,鈥 Fleming admits, 鈥淣o one was working towards common goals and there was no prioritization of orders. Everything was channel-centric and really inefficient.鈥 These inefficiencies meant handoffs between teams would get missed, causing delays in service delivery. 

The Power of Rebuilding

For Fleming and the team, becoming a world-class service delivery organization meant first leveling the processes and systems in place and rebuilding from the rubble. 

Fleming explains, 鈥淏asically we tore down every process and rebuilt it to make it simpler and easier for product managers, engineering, and everyone else involved in the service delivery process.鈥 This dramatic process overhaul then informed how the company is investing  in technology to drive efficiencies and increase delivery velocity. 

91影库is investing in more automation to streamline processes and improve the customer experience. For customers, this means pre-provisioned capacity will be available so they can buy their own service through a portal, enabling zero-touch service delivery. 

On top of automation, 91影库continues to invest in fiber inventory systems and tools, workflow engines, project planning tools, training and upskilling the workforce, and hiring team members to assist with complex projects. 

And while challenges still lie ahead, the hard work has paid off already. Since the rebuild, 91影库saw six consecutive quarters of over $2 million in gross installs and the largest install quarter in company history in Q4 2022.

But the hard work doesn鈥檛 stop with the first few wins. 鈥淲hen we give you an order commitment date, at the absolute minimum we want to hit that date 90% of the time,鈥 Fleming shares. Becoming a market leader means both hitting these critical dates and, ultimately, having the shortest service delivery in the industry. 

Fleming acknowledges that being the best in the industry for service delivery doesn鈥檛 just lie on his team鈥檚 shoulders, 鈥淚t takes a lot of different functions and teams to deliver service for our customers 鈥 trying to do that in the most efficient way possible is something we鈥檙e attacking every day.鈥

About the Author

by Bryan Fleming

Chief Information Officer