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Service Delivery Team
Teamwork Makes the Difference
Teamwork is the cornerstone of MegaPath's customer support success, and nowhere is this more apparent than during the implementation phase of your network. For each deployment, MegaPath assigns a team of service delivery professionals who act as an extension of your IT department to ensure that your network is accurately designed, deployed and supported.
MegaPath's Service Delivery Teams include the following team members:
- Professional Services Management
- Team lead, author of Customer Project Plan, Customer Support Procedures document and single point of contact for customer.
- Delivers Customer Portal training, reviews first invoice, conducts post
installation survey
- Sales Engineer
- Responsible for assessment of current customer environment and for specifying solution design encompassing network, CPE, security and value-added services.
- Provisioneers:
- Responsible for ordering and managing circuit provisioning and CPE inventory.
- Activations Engineers
- Responsible for configuring, distributing and installing CPE, VPN, Security and VoIP software, equipment and services.
- NOC Engineers
- Reviews Customer Support Procedures document
and ensures proactive monitoring of MegaPath solutions, outage notification and repair efforts.
Every Service Delivery Team is lead by a Professional Services Manager whose primary responsibility is to orchestrate the activities of each member of the team to insure an on-time, error-free network deployment. For larger deployments, he/she will author a detailed Customer Support Procedures (CSP) document and Customer Project Plan that defines all of the communication protocols and sets interdependent milestones for the project and holds individuals accountable for achieving them.
A substantial portion of the value MegaPath offers each customer is embedded in the people, policies and systems of the Service Delivery Team. We invest numerous hours planning and project managing each customer's network deployment, monitoring their network and continually updating their technology to ensure maximum performance and uptime. These are hours that our customers would cost our customers dearly if they had to hire the wide range network and security experts necessary to implement and support a typical broadband IP data and voice network.
MegaPath believes that its greatest testament to its success is the trust it engenders with customers. The time and effort our Service Delivery Teams invest in our customer's projects creates a unique base of knowledge, even before the first circuit is ordered. It is this investment and our commitment to quality, that is the reason why so many companies have entrusted their mission-critical IP data and voice communications to MegaPath. |
