ENA is excited to announce it has joined Zayo Group!

Our Story

When Education Networks of America (ENA) was founded in 1996, our vision was to provide Internet access to every K-12 school in Tennessee. Today, that vision has been greatly expanded, and ENA now delivers transformative connectivity, communication, cloud, cybersecurity, and technology services to education, library, and healthcare communities.  

 Our 99% customer satisfaction rating and world class net promoter score (NPS) demonstrate our commitment to delivering exceptional customer care to the communities we serve. In 2022, ENA joined Zayo Group. Together, we are committed to propelling value, growth, and innovation for customers. 

your mission is our mission

With ENA, you are never alone.

We listen. We respond. We help.

OUR MISSION

We empower communities by bridging innovative technologies with exemplary customer care.​

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OUR BACKBONE
ENA Backbone Network

ENA’s national backbone is an integral part of our highly-scalable broadband, cloud, cybersecurity, and VoIP services. It includes significant network traffic peering, in-network content hosting, content caching,  and quality of service.  

Customer Success

How Ohio’s Cleveland Metropolitan School District Leveraged VoIP and WAN Services to Become Future-Ready

OUR APPROACH
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Account management

Every ENA customer is paired with an experienced account service manager (ASM) who works with you and your team to understand your unique goals and challenges.

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Cybersecurity

Keeping your network secure is a top priority in today’s digitally fueled learning, health, and work environments, which is why our solutions included enhanced features and tools designed to protect your data and keep it safe.

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Implementation

Every implementation has a dedicated project manager who oversees the deployment from start to finish to ensure we meet our committed installation timeframes.

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Training and help documentation

We provide extensive live training opportunities as well as 24x7x365 access to the ENA Help Center, which contains a robust library of online self-support resources and video tutorials.

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Finance

Our team of funding specialists, including experienced outside legal advisors based in Washington D.C., stay on the cutting edge of federal funding opportunities and policy changes. As a leader in the technology space, we understand our role in providing guidance to customers, while at the same time respecting the rules governing acceptable service provider/application interactions.

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Customer support

Our customer support engineers (CSEs) are available 24x7x365 for immediate assistance on any ENA service issues. All calls are answered by an experienced live professional in our USA-based office. There are no long waits and our CSEs are able to resolve issues without escalation over 93% of the time.

OUR MERIT

Customer loyalty

At ENA, we are privileged to serve community institutions that play a critical role in maintaining and growing overall socioeconomic wellbeing. That is why delivering exceptional customer care is more than a priority for us—it is part of our ENA DNA. Our 99% customer satisfaction rating and 81 World Class Net Promoter Score (NPS), which measures customer loyalty, reflects our commitment to providing our customers with the quality of service they need to meet their objectives and goals.

NPS is a widely used customer experience metric ranging from -100 to +100. In 2021, XM Institute ranked the NPS scores of 344 companies across 22 industries.  ENA’s 81 NPS is significantly higher than the average TV/Internet service provider NPS of 12.3.

Certified with the Systems for Award Management (SAM).

SAM is a Federal Government owned and operated online application used by organizations to get federal grants and contracts. It also enables electronic payment of these awards. Through SAM, business details are gathered, stored, validated, and distributed for use by government agencies.

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Quality management

ENA is a certified ISO 9001:2015 service provider in compliance with the world’s most recognized quality management standard. The ISO 9001:2015 certification assures ENA employs a quality management system to continually monitor and manage excellence in execution across all areas of operations. As part of this certification, ENA remains focused on continuous process improvement to “raise the bar” against which we measure our service quality

ENA CTAC monthly average call metrics

ENA’s super support begins with the Customer Technical Assistance Center (CTAC).
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Average ENA CTAC Hold Time

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We notify the customer within 15 minutes of an outage event

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84% of our customer support engineers hold advanced technical certifications, such as CWNA, CCNP, CCNA, and HDI

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First contact resolution:
ENA CTAC – 93%