News Keeping you up to date
4th December 2014

Spotlight on Customer Services

Our Director of Customer Services, Geoff Davison, is making big changes to Satcom Global Customer Services to ensure our customers get the best support possible. Since joining the company this year, Geoff has wasted no time in implementing changes to Satcom Global Customer Services to improve the customer service experience, no matter where our customers are based in the world.

We caught up with Geoff during the Satcom Global Sales Conference last month, and here’s what he told us about the developments being made customer service at Satcom Global:

 

“Before I joined Satcom Global I had a discussion with the CEO Ian Robinson about what he wanted me to achieve.  The vision of providing world class global customer service was hatched from this conversation and it is this vision that is now being carried through in everything that we do.  Satcom Global see customer service as a key differentiator between us and our competitors. The most important job I have right now, is implementing the right changes in order to provide the support our valued customers both expect and deserve. My role is to ensure we have the best staff, assets and processes are in place to meet the needs of our customers no matter where they are based, what industry they are in or what products and services they have.

 

We have been recruiting additional customer service team members in the last few months, who are experienced and technically skilled, multilingual communicators, who most importantly, are passionate about providing world class customer service. These new faces have joined our friendly Customer Service teams in Thailand and the UK, who are qualified to provide customer service and technical support across multiple satellite networks.  With these new additions we have seen the size of our team grow by nearly 40%.

Recently we have introduce a new integrated telephone system that presents one professional and coherent interface to the customer no matter when they call us or where they call us from whilst allowing staff in our geographically diverse locations to communicate as if they were sitting in the same office.  We can even now provide local customer service numbers to the countries where our key markets lie.

 

We are also in the middle of our new ticketing system project which will see huge benefits to both customers and internal staff.  We are using ITIL as a baseline for implementing this system which will put all the important information we need to get incidents and problems to resolution as quickly as possible with as few customer interactions as possible.  In short this system will allow us to make the customers problem our problem in a more passionate manner.

 

Last but not least, we remain committed to true 24/7/365 customer service and are proud that we have knowledgeable staff at a desk 24 hours a day , 365 days a year. So no matter where you are in the world, we have a team of experts ready to help!”

 

Satcom Global’s key focus is providing expert sales, technical and engineering support to our customers worldwide with a promise to provide quality service. Our team is accessible by phone, email and in person whenever you need help in the field, with 24 hour a day, 7 day a week support lines so that you can get an immediate response, always talk to a person and gain access to the right technical support representative for continuous customer support.

 

How to contact our dedicated,  24/7 Customer Service team 365 days a year:

Email: servicedesk@satcomglobal.com

UK Tel: +44 191 2588649

US Tel: +1 877 2235075

Thailand Tel: +66 2251 4222

 

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Customer Service
My role is to ensure we have the best staff, assets and processes in place to meet the needs of our customers no matter where they are based, what industry they are in or what products and services they have."
Geoff Davison, Satcom Global Director of Customer Services