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Web-based Portal Designed to Offer Customers Better Visibility into Intelsat’s Trouble Ticketing System Earlier this year, Intelsat enhanced its trouble ticketing system, which is designed to increase communications and information access for customers who report service issues. TrackIt, a web-based application, catalogs incidents and actions based on the type and number of services impacted. This allows Intelsat to greatly expand its customer service toolset and provide a wealth of data not previously available. Intelsat began using TrackIt internally to better manage trouble tickets and escalations in the second quarter of 2012. Intelsat had previously relied upon iLog, which only displayed breakdowns based on ticket count. With iLog, customers were required to manually enter total services affected. Unfortunately, this sometimes led to customers having to re-explain service issues after getting transferred from one Intelsat representative to another. The first phase of the TrackIt implementation focused on correcting this problem. TrackIt lets users identify specific assets and services to individualize the service impact and origin. When services are added to TrackIt tickets, they are automatically classified by product type instead of the previous manual, best-case classification. TrackIt pulls the data and categorizes it accurately based on the contract. “The implementation of TrackIt’s Web portal is a direct response to customers who have requested better visibility into our trouble ticketing system,” said Michael Keeler, Intelsat’s director of managed service operations. “This is the first of many important changes that we are making as we upgrade our system to address this feedback. Customers have expressed that they’ve begun to enjoy a better service experience, and we’ll build on that next year as we continue deploying additional TrackIt features.” Currently, TrackIt is being used by Intelsat’s Network Operations and Performance Management teams, as well as Network Engineering, Sales, the Customer Solutions Engineers, and Capacity/Asset Management. In addition, Network Operations employees have undergone extensive training to support the service. In early 2013, Intelsat will enable customers to create and view trouble tickets using a portal on MyIntelsat, Intelsat’s customer extranet. Additional features and capabilities will be introduced throughout 2013. |
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