Managed Offering
Brandon Whilden
Senior Director, Customer Operations
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
2
Nicknamed “The Librarian”
 I write a lot 
3
Quick Definition – Core Product
Examples of Core Products on
our ILEC/CLEC business units
are Voice, Data, Internet,
Transport, Hosted Services,
etc…
4
Quick Definition – Core Product
Examples of Core Products on
our VAR business unit are
Collaboration, Wireless,
Security, Route/Switch, Data
Center, Video etc..
5
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”
6
Quick Definition – Managed Service
An MSA is defined as – A contract
between FLTG & our Client for
Professional Engineering
Services
Activate our Engineering
7
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
8
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
9
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!
10



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
11





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
12









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. 10-12 formal training sessions per team member per year
13
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
14







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
15
16
17
18
19
20
21
22
23