1. Brandon Whilden Senior Director, Customer Operations
Managed Offering
Brandon Whilden
Senior Director, Customer Operations

2. A Little About Brandon
22 Years in Telecom - Mostly in the Rochester area
Background in Engineering, Operations, and Executive Management
Currently focused on governance, operational excellence, and sales enablement
Authored much of the Managed Offering, including how to prospect, quote, close, fulfill, maintain, and renew

3. Nicknamed “The Librarian”
I write a lot 

4. Quick Definition – Core Product
Examples of Core Products on our ILEC/CLEC business units are Voice, Data, Internet, Transport, Hosted Services, etc…

5. Quick Definition – Core Product
Examples of Core Products on our VAR business unit are Collaboration, Wireless, Security, Route/Switch, Data Center, Video etc..

6. Quick Definition – Managed Product
An MP is defined as – A contract between FLTG & our Client for Network Operations Center Monitoring and Diagnosing
“Activate our NOC”

7. Quick Definition – Managed Service
An MSA is defined as – A contract between FLTG & our Client for Professional Engineering Services
Activate our Engineering

8. Quick Definition – NOC as a Service
NOC as a service is a contract between FLTG and our Client to tap into a best in class Network Operations Center and Customer Service team, on a subscription basis

9. Value - MP We are monitoring when you are sleeping
We are diagnosing issues before they become a calamity
We extend the life and usefulness of Network devices by constantly checking vitals and acting on alerts and threshold violations
We are looking at environmental metrics like temperature, humidity, and contact closures
We are looking at light levels to predict outages

10. Value - MSA
It’s difficult, and perhaps impossible for our customers to put together a staff that can cover every technology stack, including emerging technologies (like SD-WAN)
Audit compliance such as PCI, SOC 2, ISO 9001 & 27001, NIST - stretch the capabilities of IT staff
Focus client staff on business relevant applications that run your business– An MSA augments talent and frees up talent!

11. Value - NOC as a Service
We already evolved from Dispatch to NOC and we learned from that experience
We have perfected the extremely important “On-Boarding” process
We do that…
We have a complex product portfolio, we can handle many situations
Within our industry, there is a lot of knowledge overlap (a MODEM is a MODEM, an ONT is an ONT, element management is element management, monitoring is monitoring, etc…)
Customer Service can do lead generation, demand management, selling, fulfillment, billing, renewals, and other common duties as part of the NOC as a Service program

12. A Progressive NOC
Strike a great balance between process and critical thinking (we don’t have robots working off of scripts). Improves job satisfaction
Keep as much work contained in the NOC as possible (lower labor cost)
Invest heavily in an advanced monitoring solution. “Red light / Green light” is not good enough
Manage to key performance indicators with very high standards
Field rotations are important to well rounded NOC technicians. Not just ride along (those are good too), actual assigned implementation work as a helper or a lead

13. NOC Performance Average speed of answer under 17 seconds
Agent Availability & Talk Time greater than 80%
90% of trouble tickets closed within our NOC directly
Truck Rolls under 10% (fix it remotely)
4.6 out of 5 customer satisfaction rating on all trouble tickets and all projects on our Fiber Network
Technical Certification tracks for all Engineering staff
60% of Cisco repair done within the NOC
Detailed tracking of outages identifying root cause and patterns
Training formal training sessions per team member per year

14. Managed Offering Versatility
All disciplines covered within multiple Technical & Engineering work groups!
Both in Certification & Experience we have people who can work on every technology stack
Not just one vendor: Cisco (primarily), Metaswitch, Adtran, Calix, Dell, Paulo Alto, F5, Fat Pipe, SonicWALL. Certified where possible and where it makes sense

15. Service Level Supervisors
Manages a strict process, not people
Manages our contractual obligations to our customers
Advocates for customers to drive completion of open projects and tickets
On-Boards new customers
Attends Weekly and Monthly Business Reviews with MSA customers
Provides monthly analytics
Runs important Ops meetings