How Pilot Fiber creates internal tools to support telecom operations
· 5 min read
TL;DR Pilot Fiber creates apps with Fused to quickly identify and resolve service interruptions for its New York City customers.
Pilot Fiber is a commercial Internet Service Provider primarily in New York City. Our primary value proposition in competing with national-scale ISPs is our commitment to customer experience–we are fast and flexible in responding to customer needs in all aspects of the business:
- During the sales process, we aim to answer customer questions quickly and accurately, including technical details and routing.
- When designing our deployment into new buildings, we equip our engineers with as much detail as possible before they arrive on-site to maximize the efficiency of time spent with building engineers.
- When an incident interrupts a service we will immediately jump into action to address the cause and restore connectivity.
We use Fused to support all of these areas, and this post focuses on the last one: incident management.
- What happens when a service interruption occurs?
- How do we identify the likely location of an issue and get to a solution as quickly as possible?