Restoring Customer Trust: How Mindy Support Transformed Telecom NOC Operations

Mindy Support provides Tier-1 and Tier-2 technical support , along with a dedicated Network Operations Center (NOC) team, to one of Europe’s largest ISPs. They ensure 24/7 monitoring of a complex network infrastructure while efficiently handling and resolving customer tickets via email, phone, and web portals. This includes direct communication with various locations, field engineers, and local IT teams.

The client faced significant challenges with their previous Network Operations Center (NOC) service provider, which led to a prolonged period of dissatisfaction. A key issue was the inadequate performance of the NOC outside of regular business hours. The NOC’s failure to operate effectively during nighttime hours caused serious disruptions, leading to deteriorating relationships with their customers.

Recognizing the urgent need for a reliable solution, they turned to Mindy Support. Leveraging their extensive experience in providing 24/7 NOC services, Mindy Support came in and took full control of the situation. Our ability to maintain constant vigilance and address issues in real-time not only stabilized their network operations but also restored and strengthened their customer relationships.

Mindy Support provided a comprehensive solution to our client’s critical NOC challenges. Understanding the impact that poor after-hours performance had on the operations and customer relationships, Mindy Support immediately implemented their proven 24/7 NOC service. With a team of highly skilled professionals and advanced HR management/tracking features, Mindy Support ensured continuous, round-the-clock oversight of the network infrastructure.

This proactive approach meant that issues were identified and resolved in real-time, regardless of the hour, eliminating the gaps in service that had previously caused disruptions. By maintaining seamless operations even during off-peak hours, Mindy Support not only restored the network reliability but also helped rebuild trust with their customers. The partnership resulted in enhanced service levels , improved customer satisfaction , and a more resilient network infrastructure.

We built a 24/7 customer support team for ClearVPN and Setapp, proficient in three languages. By appointing a skilled Project Coordinator with QA and TL experience, we ensured the team met SLA and KPI targets. Comprehensive training enabled the team to handle real-time chats and tickets, achieving an IQS of 80%+.

As a result of Mindy Support’s intervention, the client experienced a significant improvement in network reliability and customer satisfaction. The continuous 24/7 NOC monitoring eliminated service disruptions, particularly during critical after-hours periods. This not only stabilized the operations but also led to a substantial recovery in customer relationships. The proactive management of the network infrastructure ensured higher service levels, minimized downtime, and ultimately strengthened their position in the market.