Global Operations Platform - Supporting Customers’ Worldwide Missions
Regardless if remote personnel are operating off the shore of West Africa, in a desert in the Middle East or onboard a vessel in the Indian Ocean, they need the same, consistent communications and support. Users don’t have time to learn new systems and figure out how to become and stay connected. The same user experience is required regardless of where personnel are operating.
Harris CapRock’s global operating platform delivers this by leveraging a unified approach for delivering services that includes an innovative program for network management and customer support. In just a few months Harris CapRock will officially launch its ‘customer care program’ that crosses customers’ end-to-end solutions including terrestrial, satellite and other wireless networks.
The ‘customer care program’ focuses on proactive network management through automated monitoring of customers’ networks and transparency via the Harris CapRock portal. Several benefits of the program will include:
Access to Trained Engineers Immediately - When customers call any of Harris CapRock’s five Network Operations Centers, they immediately speak with fully qualified engineers that are trained on best practices and follow ITIL (IT Infrastructure Library) processes. Because the first person customers speak with on the phone is trained to solve potential problems rather than simply taking information and passing it to the next representative, it minimizes potential downtime customers would experience if they had to waste time getting to a trained engineer that can fix their issues.
Incidents Resolved Before They Impact Services - In many cases, Harris CapRock knows about and has resolved issues before they are noticeable to customers through its proactive network monitoring services. When an alarm is generated for a potential incident, a ticket is automatically created within the global ticketing system and skilled engineers quickly begin the diagnostic and resolution process. Automated notifications are also sent via email to customers as appropriate. This proactive monitoring significantly improves service quality and uptime.
Transparency into Customers’ Networks - Harris CapRock has invested in and developed tools that enable customers to have complete transparency into their networks through its customer portal. The portal puts control into the customers’ hands by providing standard and customized reporting, ticket updates, order status and other key information. At any time, customers can log into the portal and see the same information about their services and networks as do Harris CapRock specialists.
Operations Management Spotlight:
Please take a moment to meet Andy Lucas, Harris CapRock’s Global Operating Officer
Andy is responsible for overseeing the global satellite and terrestrial networks of Harris CapRock specifically its service centers, field services, regional operations and overall service management capabilities. He also manages the proactive network monitoring and management tools that enable Harris CapRock to provide best-in-class customer support.
Background: Prior to holding the position as Harris CapRock’s Global Operating Officer, Andy served as Business Manager for Schlumberger’s Global Connectivity Services (GCS) where he was instrumental in building a leading satellite services business with an industry reputation for exceptional service quality. He has also held multiple positions with Data Marine Systems and has over 20 years of experience in the satellite communications industry with a specific focus on technical and operational capabilities.