Issue at the weekend? Imagine if it could all be resolved by Monday morning so there is zero impact on business operations. That's what 24/7 support from Viatel Technology Group delivered for Rhenus Logistics.
IT Manager, Ineta Morkunaite explains:
"We had a power cut in one of our key sites on the weekend that resulted in the broadband node becoming faulty. We were able to speak to Viatel technical support on Saturday. David Keegan was exceptional providing the support and getting replacement node ready for us on Sunday.
Due to Viatel’s 24/7 NOC operations, we were able to resolve the issue over weekend without any impact to business operations.
Many thanks for the great service!"
About the customer
Rhenus Logistics is one of Ireland’s leading freight forwarding companies, offering high-quality, cost-effective freight logistics solutions for exporters and importers. In Ireland since 1987, Rhenus Logistics has a wealth of experience serving the Irish market. The company is committed to excellence in service, which has established them as a significant operator for global freight forwarding.
Our 24/7 service
Viatel Technology Group takes customer service very seriously. It is one of our core values. It is one reason we were named ICT Company of the Year by Chambers Ireland. We believe that when we focus on the customer, all else follows. How we deliver on our promise of customer service:
• 24/7/365 access to technical support from our Dublin and Limerick based NOC (Network Operations Centre)
• Dedicated account management
• Market-leading SLA (Service Level Agreements) and response times
• Escalation matrix reaching right to the CEO
• Service managers and quarterly service reviews
• Certified and compliant: ISO 27001 certified and PCI DSS compliant
Hat tip to our team
Thank you to the Viatel team involved (David Keegan, Christopher Scally and Pushpa Janagal) for delivering on our promise of exceptional customer service.
