Harris CapRock improve visibility in global comms

Harris CapRock announces AssuredCare customer service programme, for network monitoring and management

Harris Caprock communications, provider of fully managed communications for remote and harsh environments, announced it is finalising development of AssuredCare, its comprehensive customer service and network management programme.

The AssuredCare programme will enable Harris CapRock customers to have improved real-time visibility into their global communications.  AssuredCare combines highly trained customer service personnel, extensive support infrastructure, proactive monitoring systems and a best-in-class customer portal.

“While the particulars of customer missions vary across the three vertical markets Harris CapRock serves – energy, government and maritime – we consistently hear one need: customers must have confidence in their communications so they can stay focused on their core missions,” said Tom Eaton, president, Harris CapRock Communications.  “AssuredCare provides field-deployed personnel and headquarter offices with complete peace of mind in their remote communications, making it an extension of Harris CapRock’s mission to be the industry’s most trusted communications provider.”


Investment in training

Harris CapRock has made considerable investments in training to ensure customers are supported by engineers with wide-ranging expertise.  The common industry model operates network “call centers” where those answering customer calls take basic information, and the call is passed up the skill chain as needed.  By contrast, Harris CapRock’s five 24/7 customer support centers are staffed by comprehensively trained personnel.  As part of AssuredCare, Harris CapRock’s multi-disciplined engineers answer and handle customer calls from end to end, frequently solving issues by accessing networks and equipment remotely.  This comprehensive remote AssuredCare support saves customers the time and costs associated with sending technicians to their sites, while still providing hands-on service whenever necessary.

AssuredCare expands customer service far beyond the customer support center. Customers also benefit from network optimisation services including network performance diagnostics, in-depth recommendations and implementation of performance optimizations.

AssuredCare leverages various highly developed tools to offer customers optimal network performance.  A proactive monitoring system automatically detects more than 80 per cent of potential network issues enabling immediate resolution, reducing the time typically lost when a customer must contact their service provider.  Additionally, Harris CapRock’s customer portal combines various management systems and operational tools to provide customers with near real-time visibility into their service.  The portal provides a single point of access to multiple technologies and network analysis tools, as well as automatic notifications.


Expanded system

“Harris CapRock controls the service quality for the entire user experience from end to end,” Eaton said.  “We own and invest in our infrastructure, giving us visibility into the daily operations of the complete network, as well as the ability to quickly respond to network issues and implement new technologies.”

Harris CapRock began live testing the programme with selected customers in October.  The organisation is working to port all customers’ services over to the expanded system.  

AssuredCare is scheduled for official launch for all customers in the first quarter of 2012.  More information about the AssuredCare programme is available at Harris CapRock’s newly launched website, www.harriscaprock.com/assuredcare.

Harris CapRock Communications is a premier global provider of managed satellite and terrestrial communications solutions, specifically for remote and harsh environments including the energy, government and maritime markets.  Harris CapRock owns and operates a robust global infrastructure that includes teleports on six continents, five 24/7 customer support centers, local presence in 23 countries, and over 275 global field service personnel supporting customer locations across North America, Central and South America, Europe, West Africa and Asia Pacific.

Alain Charles Publishing, University House, 11-13 Lower Grosvenor Place, London, SW1W 0EX, UK
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