03 Nov 2016

WE’VE INVESTED IN A NEW STATE-OF-THE-ART TICKETING PORTAL TO PROVIDE OUR CUSTOMERS WITH FASTER, MORE SIMPLIFIED TROUBLESHOOTING

I’m pleased to share that we’ve recently announced an exciting upgrade to a new state-of-the-art ticketing portal that will provide our clients with quicker turnaround times and a more streamlined process for trouble tickets.

The platform, named BSO Service Desk, will offer:

  • Faster response times

  • A simplified client interface

  • Clear categorization of tickets to ensure that each one is delivered to the relevant engineer

  • Improved transparency to help us achieve maximum efficiency

We know it’s critical for our customers worldwide to have access to the most efficient platform possible when troubleshooting is needed. While some telecoms companies put less emphasis on client support, we believe our customers deserve the best available service. We’re always challenging ourselves to find new ways to improve upon our premium customer service experience, evidenced by our investment in quality partners such as JIRA Service Desk.

We chose JIRA Service Desk to power this new portal because of its impressive reputation and market-leading status. This upgrade is part of our ongoing initiative to invest in our network and customer service — an effort that has also led to an expansion of our Global Network Operations Centre (GNOC) support and a recent partnership with Accedian to enhance network monitoring capabilities and improve client services.

All of our customers are being migrated to BSO Service Desk this month to prepare for a complete changeover in December. Communications are going out before, during and after this date to ensure a smooth transition, and we encourage you to reach out to our team with any questions or concerns. Please do not hesitate to contact us at ticketing.migration@bsonetwork.com for any questions regarding this upgrade.

Emmanuel Pellé
Chief Operations Officer