4 October 2016
Marlink has started the
roll-out of a new integrated
service desk to act as a
single point of contact for
all customer support across
its entire connectivity
portfolio and business
critical solutions. Using
ITIL (Information Technology
Infrastructure Library)
standards, Marlink has
streamlined customer support
by delegating ownership of
the support lifecycle
including ticket tracking,
to the service desk. The new
approach is set to enable
faster resolutions for
Marlink’s ship-owner
customers as well as
land-based users across all
market segments served.
With more than 3000 VSAT
terminals and more than
100,000 active MSS
subscribers/terminals,
Marlink’s support
organisation is a key aspect
of its global service
delivery promise to
customers. To ensure high
levels of service
availability, the company
has developed an extensive
global support organisation
as part of its Customer
Proximity Program. Marlink
customers can contact the
company 24/7 on a ‘Follow
the Sun’ basis, from service
centres in Singapore,
Bratislava and Houston. The
global service desk is
supported by a network of 59
Marlink Field Service
Engineers and Partners, 14
warehouses and bonded
facilities for fast
turnaround on product and
spare parts delivery and two
major VSAT Implementation
and Repair Centres.
Marlink’s new service desk
will act as the point of
contact for all customers,
regardless of their choice
of connectivity platform
(VSAT, MSS or multi-band)
and which business critical
solutions they are using,
including the XChange
communications management
system and the SkyFile
software suite. Marlink
customer surveys already
show a significant increase
in customer satisfaction.
The company will continue
measuring using industry
standard NPS (Net Promotor
Score) and CES (Customer
Effort Score) as management
tools in order to further
improve its new support
organisation.
With quality of service at
the forefront, Marlink’s is
committed to adherence to
ISO 9000 globally, in
addition to development of
ISO 20000 standards, which
are already in place in
specific parts of the
company. The primary driver
for the changes to Marlink’s
customer support
organisation is to ensure
that all support requests
are met quickly and
efficiently, in order to
ensure high availability of
service for customers. The
new service desk reduces the
number of interactions with
different departments in
Marlink for customers during
a support ticket lifecycle,
speeding-up procedures and
reducing customer effort to
resolve issues.
As a set of processes,
practices and standards
developed to improve IT
service management, ITIL
enables more transparent and
documented processes for
Marlink’s customer support
team. Currently in the
introduction phase, a key
aspect of ITIL for Marlink
is that all data relating to
a ticket will be documented
and implemented in a Service
Management System. This will
ensure that support actions
are carried out the same way
every time, leading to a
more coherent response to
customer support tickets.
ITIL also enables Marlink to
manage Service Level
Agreements (SLA) and service
levels as a service, while
new connectivity services
and business critical
solutions will be
implemented and deployed in
a more controlled way,
resulting in improved
customer experience.
“The use of ITIL to
develop our approach to
customer support will result
in a more efficient
organisation, which leads to
easier and faster support
for our customers,”
said Paul Frank, COO,
Marlink. “Our aim is to
deliver the best possible
service uptime and we
believe our new approach to
support is vital to
constantly monitoring and
improving the customer
experience.” |
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