FiberLight
Growing fiber optic network sees “game-changing” speed improvements in reason for outage (RFO) report creation with Boomi Agentstudio, driving customer satisfaction and retention.
ビジネス目標
Demand for fiber optic networking is soaring amid growth in data centers, AI workloads, and edge computing. Dallas-based FiberLight is focusing on high reliability and capacity as it expands its fiber optic network, serving hyperscalers, data centers, telco carriers, businesses, and government agencies across Texas, Florida, Georgia, Maryland, Virginia, and Washington, D.C.
Customer satisfaction and retention are crucial in a fiercely competitive market. For FiberLight, use of Boomi AI agents has dramatically improved customer experiences while speeding incident analyses 30X.
連携における課題
FiberLight identified an opportunity to improve speed and consistency of creating reason for outage (RFO) reports provided to customers, which took roughly 30 hours of manually reviewing extensive notes, emails, ticket updates, and technical data in a Microsoft Dynamics 365 ticketing system.
Having used Boomi integration and API management since 2020, FiberLight was intrigued when Boomi rolled out Agentstudio, which equips organizations to build, govern, and orchestrate AI agents at scale. FiberLight wondered — could Boomi AI streamline onerous RFO processes?
Boomiによる解決
With Boomi Agentstudio, an AI agent analyzes data in Microsoft Dynamics to produce a multi-page RFO in an easy-to-read format. Staff examines the output for accuracy, and has newfound time for other high-value tasks.
With Boomi AI, RFO time has plunged 30X, from 30 hours to one hour or less. RFOs that took days or weeks are completed in a day, enhancing customer satisfaction. AI usage has helped reduce mean time to repair (MTTR) 50%, from 24 hours to 12.
成果
Now FiberLight aims to expand AI and analytics with operational data from its network monitoring, topology, and other systems in a unified framework. The goal is maximizing reliability, preventive maintenance, and customer satisfaction.
“That’s where tools like Boomi can come in, giving us a single pane of glass across the environment to prevent issues from happening and solve problems faster,” says CTO Chuck Girt. “It’s been great to hear customers say, ‘Hey, we’ve seen a big change in getting an RFO.’”
