Broadband Communities

MAR-APR 2017

BROADBAND COMMUNITIES is the leading source of information on digital and broadband technologies for buildings and communities. Our editorial aims to accelerate the deployment of Fiber-To-The-Home and Fiber-To-The-Premises.

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MARCH/APRIL 2017 | | BROADBAND COMMUNITIES | 15 for something new they haven't used. So the biggest success was, and continues to be, the testimonials from the residents who love their new service from Spectrum. Scott Russell: is system has a lot of moving parts, but once it's stabilized, and once people understand the change – after three or four months – there are very few trouble tickets. Among new move- ins, hardly anybody complains. What did you do to minimize disruption? Scott Russell: We started with emails and door postings about what was going to happen. We trained our leasing staff and set goals for them – they would get bonuses if a certain percentage of residents signed up for service. During the construction process, residents could call us with questions. e week service was turned up, Charter and our project manager were on site – that's where you get a lot more questions. We sent residents their credentials and instructions on how to get the network up and running. After three to five days, they could call Charter with issues. We also held events such as sponsored breakfasts or dinners where residents could talk with a Cottonwood representatives, and we coordinated with Charter on that to talk about the system upgrades. What have you learned from the process? Scott Russell: We have become more involved in what Charter does. e more we know, the more we can communicate with property staff. Each project has a project manager, and it's easier for me to train four project managers than to train all the leasing staff. Communication flows through our core group here with our core group at Charter. We're launching a website where tenants can learn more. We're writing brochures that we can customize for each property – we can do that more quickly than a huge company like Charter can. What should other owners consider before they get started on a similar deployment? Chris Spadone: Owners should make sure their visions of successful implementations and operational programs are communicated to everyone involved, from high- level employees to boots-on-the- ground employees. Cottonwood sets an excellent example of stellar communication within its organization. v Masha Zager is the editor of Broad B and Communities . You can reach her at

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