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Customer Experience Management

Whether we’re supporting you or your customers, we seize every opportunity to build trust and enhance the service experience. Our comprehensive approach to Customer Experience Management (CEM) demonstrates our commitment to quality control, quality assurance, and Continual Service Improvement (CSI) across every dimension of support.

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We hold ourselves to the highest standards for quality support

Our approach to CEM goes above and beyond the baseline standards to deliver exceptional experiences for you and your customers.

Dedicated quality control and assurance programs maintain proactive and reactive checks on virtually every component of service we provide. These quality measures come together with next-level reporting capabilities to deliver a comprehensive CSI offering—the key components for effective CEM. From ticketing to working issues to the minutiae of onboarding or off-boarding, we see everything as an opportunity to better align ourselves with your needs in sustainable and repeatable ways.

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Quality control A proactive, continuous approach to quality control

Our quality control measures keep most concerns off everyone’s radar entirely. We pull large samples of both specific and random tickets to understand how they were created, worked, and closed to learn from successes, identify opportunities for improvement, and understand any potential impact on service.

We also evaluate team-to-client interactions to ensure each communication is professional, efficient, and actionable for both parties. Our dedicated quality team evaluates adherence to procedures, quality of work delivered, response times for notifications and escalations, and a variety of other criteria that factor into service. Each lesson, large and small, is applied to continuously improve our workforce, our platform, and our processes so we can pass the value on to you or your customers.

Resolve every issue at its root

Every ounce of feedback we receive, good or bad, is put through the same in-depth analysis and resolution process we employ for quality control. Was service phenomenal? We’ll find out why and learn from it. Did something go wrong? We won’t stop analyzing until we identify the true root cause and correct it for good. Again, nothing is safe from improvement. Our people, platform, and processes are constantly being fine-tuned to deliver outstanding service.

Service impact always comes first

While we seize each opportunity to improve our own operations and the support we deliver to you, we always prioritize any issue that may impact your service. When these issues are detected, we scrutinize every possible source of concern and make the necessary changes to our processes, tools, runbooks, training curriculums, and anything else that empowers us to support you. All corrective and preventive actions are captured, escalated to stakeholders, and reported on to ensure everyone is confident in the actions taken.

Full transparency through tailored CSI review

As you grow, we grow with you. As needed, we’ll meet to discuss KPIs, explore trending issues, and stay in the loop on any changes that impact our service. When support needs to shift, expand, or contract, we’re there with our support each step of the way.

Example Reporting Criteria:

Review tickets, incidents, and escalations
Review chronic alarms and incidents
Coordinate maintenance calendar
Report on service and operations metrics
Contractor assessments of performance
Forecast planned activities
Review quantity and causes for NOC support activities
Identify root causes and preventive actions
Review client escalations and open items
Review staffing and proficiency levels
Validate assumptions for contract
Identify and mitigate risks within infrastructure and operations
Review previous action items and status

"INOC plays a critical role in protecting vital terrestrial and subsea networks that demand the very best in monitoring. To us, an issue left undetected can compound into a multi-million-dollar fix. INOC’s expertise and responsiveness have become indispensable for our clients who rely on these networks. Notifications are escalated exactly where they need to go and we can meet virtually any reporting demand our clients bring to us."

Charles Cumming, Global VP of Operations
Aqua Comms

"We really value the INOC team's understanding of NOC support and operations and their ability to support our growing customer base and requirements. They’ve understood and accommodated our changing needs in a way that encourages growth and expansion."

Joe Phelan, Vice President, Customer Service
Adtran

"INOC plays a vital role in keeping our enterprise infrastructure up and our stress levels way down. This level of NOC support doesn’t just lead to faster resolution times—it enables us to be proactive in preventing issues. I’d recommend their platform to any organization that needs a dependable support partner."

Kelly “Colleen” Jacobs, Program Manager, Department of Veterans Affairs
AT&T Business

Dive into our resources

Get a clear and concise introduction to outsourced NOC support in our definitive guide.
Learn three factors to consider when deciding to outsource or not in our handy decision guide.
Learn the difference between NOC managed services and outsourced NOC support in our quick-guide.
Get an introduction to outsourced NOC staffing models in our staffing guide.
Take a look at our onboarding process and what to expect if you turn up support with us.

Learn the critical utilization metrics and KPIs NOCs often miss in our latest blog post.
Explore a few best practices in our guide to ITIL incident management.
Start improving MTTR and MTBF in your optical networks with our eight tips.
Get some unique perspectives on managing cloud infrastructure in our blog post.
Learn the difference between NOC managed services and outsourced NOC support in our quick-guide.

See how we helped AT&T Business grow its VA Hospital guest wi-fi program and reduce ticket resolution times by 35% in our case study.

Download our most popular white paper on the 10 most common NOC challenges.
Download another popular white paper on the practical considerations for running an effective NOC.
See where you can better measure and optimize performance in your NOC with our metrics guide.
Read up on 10 critical operational best practices in our most popular blog post.
Get some expert perspectives on today’s NOC tools and software in our rundown.

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Have questions? Want to discuss a possible engagement? We’re here to help you find your optimal NOC solution.

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