Using ITIL (Information Technology Infrastructure Library) standards, Marlink has delegated ownership of the support lifecycle, including ticket tracking, to the service desk.
This new approach is set to enable faster resolutions for Marlink’s shipowner customers and others, the company said.
With more than 3,000 VSAT terminals and more than 100,000 active MSS subscribers/terminals, Marlink’s support organisation is a key aspect of its global service delivery.
To ensure high levels of service availability, the company has developed an extensive global support organisation as part of its ‘Customer Proximity Programme’.
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.
The satcoms service provider’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 said that it was 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 company departments for customers during a support ticket lifecycle, speeding-up procedures and reducing customer effort to resolve issues, Marlink claimed.
“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.”