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Globe Wireless has an efficient and effective 24/7 global Customer Support (CS) department it is comprised of 18 individuals who all have a strong technical background and longstanding experience in Customer Support activities for all of Globes products and services. Customers have a direct global 24 x 7 access to customer support both on-line and via telephone at no additional cost:

The department is divided into 3 regions located in UK, USA and Singapore. There are 9 specialists located in the USA, 5 in the UK and 4 in Singapore all covering local working hours in each region.

As well as a high level of technical expertise and experience the team also brings a range of language skills to ease communications with the varying nationalities of shipboard personnel, these include Spanish, Portuguese, Japanese, Bahasa Malaysia, Mandarin, Cantonese and Burmese.

The majority of ship communication, approximately 95%, is handled via e-mail and to manage this CS uses a CRM system (ConnectCare) which has been customized for our own customer's specific requirements. The CRM system includes a record for each customer and ship with a complete history of all customer activities including orders, support calls and vessel attendances. When a problem is reported to Customer Support via e-mail the message is routed into the CRM system and a case is automatically generated, which then gets populated into a CS queue. All cases in the queue are responded to within a 6 hour period and the queue is constantly monitored by supervisors and management. Cases reported via phone will also initiate the creation of a new case in the ConnectCare CRM system.

The CRM offers full visibility to all areas of the Globe Wireless organization of the status of any vessel's case. A wide range of tools are available to the Customer Support department to assist in the troubleshooting of problems and to minimize the resolution time. These include, but are not limited to message traffic reports, connectivity reports, satellite traffic information, terminal activation status details, and shipboard system/connection status logs.

Contact is maintained with the customer throughout the duration of the case and the case will remain open until all parties are satisfied that the issue has been resolved. If CS is unable to remotely resolve the problem a Service Request will be assigned to the Installation Department who will make the necessary arrangements at the next convenient port.