AssuredCare Customer Service Program Update

Before the new year, Harris CapRock announced the launch of AssuredCare™, a comprehensive and innovative program for network management and customer support.

As we continue to implement AssuredCare across all accounts, customers can expect to see and hear more about the enhanced features of the program, which crosses customers’ end-to-end solutions including terrestrial, satellite and other wireless networks.

AssuredCare integrates the best practices and capabilities from the four organizations that consolidated to form Harris CapRock. The program combines highly trained customer service personnel, extensive support infrastructure, proactive monitoring systems and a best-in-class customer portal. AssuredCare guarantees that Harris CapRock’s multi-disciplined engineers answer and handle customer calls from end-to-end.

Harris CapRock personnel have worked throughout the past few months to port customers over to the AssuredCare system. Engineers have nearly completed the migration of customer services to an enhanced automated network monitoring system. The system proactively detects more than 80 percent of potential connectivity issues so engineers can immediately begin diagnostics and repair.

Also, the Harris CapRock team has migrated the bulk of information about customers’ services to a single online portal, improving customers’ near-real-time visibility into their communications. The team continues to work diligently to move remaining service data over to the portal. At this stage, the portal allows customers to create tickets within the portal, as well as:

Receive daily reports showing raw availability and VSAT statistics (for the previous 24 hours), ticket statistics and updates (open or fixed within previous 24 hours) for all services or a subset as required
Receive ticket creation, updates and fixed email notifications or a subset of these
Access several online reporting tools, including raw availability reports, location tracking for supported VSAT technologies, sun outages, incident tickets and more

Customers can work with their service delivery managers to ensure their daily reports and ticket notification emails are set up as desired. Harris CapRock will be unveiling additional advanced portal capabilities in the coming months. For more information about the AssuredCare program, please visit Harris CapRock’s new website, www.harriscaprock.com/assuredcare.