nscglobal - News

Building on Excellence – Enhancing Support

August 3rd, 2008

Delivering an outstanding customer service experience is critical. For customers, it simplifies life, and helps keep operational complexity and cost down. For nscglobal, it makes us different from the competition.

A key differentior for nscglobal is offering expert help when customers need it most. With customers who are some of the world’s leading brands, they typically have significant in-house capabilities. When there’s a problem that can’t be solved, these organizations need access to expert help quickly. This is never more true when providing maintenance support.

More than Cisco Customer Satisfaction Excellence
nscglobal has focused significantly on delivering an outstanding experience, particularly ensuring that faults are managed easily and effectively for customers. Reflecting this, we’re extremely proud to be recognized for Cisco’s highest distinction within it’s partner programme, achieving Cisco’s Customer Satisfaction Excellence this year.

But no organization can afford to stand still, and nscglobal is making continued and significant investments to further improve customer support:

Investing in Superior Support
There’s always more work to be done. One of nscglobal’s support differentiators is the immediate availability of skilled expert resource. We know that organizations with expert resources have already gone through troubleshooting and need expert help.

nscglobal has invested in more expert resource to ensure nscglobal continues to excel when it matters most for our customers. We’re making them available as quickly as possible during the incident management process. Additional expertise has been recruited to support Cisco IP telephony, Nortel, and more CCNP (Cisco Certified Network Professional) resource.

Additionally we’ve initiated a mentoring programme for the first line help-desk to bring expertise from our professional services team onto the front-line.

And we’ve added more field engineering resources to support the planned growth in on-site and expert remote hands requirements.

The result is more expertise available immediately for customer incidents, and more on-site engineering resource.

Great Plans to Successful Implementations
As making cost savings becomes even more critical, and internal IT resources focused on delivering higher value services, we are seeing an increasing willingness to let partners take more of the strain. As a result, nscglobal is increasing the resources available to translate business needs into IT solutions, by adding to our consulting team.

When the solution’s agreed, we want to ensure a successful IT implementation, with as little risk for the customer as possible. We have enjoyed some fantastic customer feedback on our project delivery results, and want to continue this trend. Every implementation has a project management resource allocated to it, and we have added new senior project resources to support the growth in large project delivery.

Life-cycle Data Management
Backing this up we’re investing in systems development to simplify data-flows across the business, and across the customer IT life-cycle. nscglobal already has a robust service management platform, and our strategy is to ensure that as customer IT projects evolve, from design to support, customer data seamlessly follows the same life-cycle. The result is better customer insight and responsiveness, and an even smoother service experience.

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