Virtela’s Follow-the-Sun Customer Support
My American and Indian colleagues have been blogging away here. I think it’s time for Virtela Philippines to be represented on Virtela ViewPoint.
The Philippines Global Operations Center (GOC) works in full tandem with counterparts in Denver, Colorado and Mumbai, India to provide 24x7x365 customer support.
Sunrise in Manila prompts the Philippine team to get in full gear, ready to perform a smooth handoff from the Denver GOC team. Shortly before Manila’s famed sunset, we pass on support functions to our Mumbai counterparts. As an integral part of Virtela’s global service delivery, the Virtela Philippines team is committed to a seamless transition in the never-ending follow-the-sun customer service support cycle.
Always excited to support advancing technology and the increasing needs of our customers, Virtela Philippine team members frequently travel to meet and train with our counterparts in Denver and Mumbai. It’s crucial that the engineers at all our GOCs are following the same processes and procedures and are equally adept in terms of technical skills, so if an open ticket is handed off to the next GOC team they continue to quickly resolve the issue.
Many of our customers are multinationals with locations around the world. Thus, IT support needs to be available 24-hours-a-day, and Virtela brings the added benefit of proactive support and predictive analytics capabilities, often informing customers of an issue before the customer has experienced any degradation in service.
We fully understand the adverse impact of service aberrations to the business operations of our customers. In addition to resolving issues as quickly as possible, our highly-resilient network design minimizes downtime for customers. Partnering with 500+ carriers around the world to form our intelligent overlay network means we have fully redundant, automatic failover in place in the event of network performance issues.
It can be easily said that being in the frontline of customer support is not easy by any stretch. However, every time I see a thank you email from a customer or when Virtela wins another customer service award, all the hard work is justified.
