How Point Broadband Cut Average Time to Repair by More Than 75% With Serviceaide

Growth is exciting. But in telecom, growth also creates pressure.

As Point Broadband expanded into more than ten markets and grew to support 75,000 customers, the company faced a challenge many fast-growing service providers know well. The more communities you serve, the harder it becomes to keep workflows clean, escalate issues quickly, coordinate internal teams and external partners, and maintain the level of service customers expect.

For Point Broadband, this was not just an operational issue. It was a customer experience issue.

The company’s network operations team needed a better way to track incidents, manage change requests, coordinate field engineers, and give leadership real-time visibility into performance. With an outdated network operations center and growing complexity across partners, systems, and markets, the stakes were rising fast.

A fast-growing provider needed better operational control

Point Broadband was founded in 2017 with a mission to bring 100% fiber networks and high-quality customer service to underserved rural communities. Through partnerships with communities and local utility companies, the company has helped expand access to reliable broadband in places that often lack the connectivity of larger urban areas.

As the company scaled, its operating model became more complex.

The network operations team was responsible for supporting residential and business customers, routing internet traffic, resolving domain issues, maintaining infrastructure, and helping ensure customers got the full value of their broadband service. At the same time, Point Broadband also relied on implementation partners and a third-party billing provider, adding another layer of coordination and system access requirements.

That meant the company needed more than a basic help desk. It needed a better system for visibility, collaboration, reporting, and accountability across a growing service environment.

The challenge: speed, visibility, and decision-making

For leadership, one metric mattered especially: average time to repair and resolve issues.

The CEO and CTO depended on real-time insights to make informed decisions, and the team needed a way to move the right data through escalation levels faster. Without that, delays could multiply, workflows could break down, and service quality could suffer.

The problem was not a lack of commitment. It was that the business had outgrown its older operating model.

As Point Broadband entered new markets, the company needed a platform that could keep up with expansion, support internal and external workflows, and help the team respond to issues with more speed and consistency.

The solution: modernizing operations with ChangeGear

Point Broadband selected Serviceaide to replace its outdated network operations center with ChangeGear ServiceDesk, the Self-Service Portal, and CMDB. The goal was clear: create better real-time visibility, improve collaboration, strengthen reporting, and ultimately deliver a better customer experience.

With ChangeGear, the Point Broadband team gained the ability to track incidents, problems, and change requests across its infrastructure in each community it serves. Project teams could more easily view schedules and jobs. Managers gained access to reporting and metrics that had not been available before.

Just as importantly, the implementation moved fast.

Point Broadband had only 30 days to go live. Other options were either too expensive or could not meet the required timeline. Serviceaide did both.

The result: faster repair times, better service, stronger scale

The biggest result was a dramatic reduction in average time to repair.

By automating manual processes and improving visibility, Point Broadband reduced ATTR from roughly 18 to 19 hours down to just 4 hours within the first six months, a reduction of more than 75 percent.

That kind of improvement matters for any service provider, but especially for one expanding quickly across multiple markets. Faster resolution means better service for customers, better workflows for teams, and better confidence for leadership.

The company also gained stronger reporting, better workflow visibility, and improved insight into change processes and resource utilization. Executives now had access to easy-to-use dashboards and real-time business metrics, while the operations team could balance internal accountability with service quality without adding more manual effort.

Why this story matters

This story is about more than one telecom provider improving one metric.

It shows what happens when a growing company puts the right service management foundation in place early enough to support scale. Point Broadband did not just modernize a tool. It improved the way work moved across the business.

By replacing outdated processes with a more connected platform, the company created a stronger operational backbone for growth. It became easier to launch into new markets, easier to maintain personalized service, and easier for leaders to make decisions based on real-time performance instead of guesswork.

That is the real value of service management done right. It does not just help teams respond faster. It helps organizations scale with more control.

Final thought

For fast-growing telecom and broadband providers, service quality depends on more than technical infrastructure. It also depends on the systems behind the scenes that manage incidents, changes, accountability, and visibility.

Point Broadband’s results show how the right platform can help reduce manual effort, improve repair times, and support growth without sacrificing service.

That is what modern service management should do.

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