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HOME > SUPPORT/RESOURCES > PROFESSIONAL SERVICES |
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Starent Networks believes that you expect your mobile communications equipment vendor to not be merely a part of the vendor community, but also your trusted partner in developing and delivering products and services. All of our customers can expect us to listen to them, to participate with them in growing their successful business, and to work beside them around the clock to resolve any issue that may arise.
Why Choose Starent Networks Professional Services?
With team members from across the telecommunications industry, our diverse Professional Services organization has the experience, product knowledge, and networking expertise you need to ensure your project's success. Each Professional Services team member has an average of seven years of telecommunications experience and four years of college study. In addition to the knowledge gained from previous employers, each team member undergoes extensive classroom, laboratory, and supervised field training before supporting their first customer. Training continues throughout their career at Starent Networks to continually update their knowledge and skills with the latest technologies and customer support methods.
All of our experienced network installation personnel have documented skill levels per Telcordia GR-1275-CORE recommendations. Project managers are senior level personnel with more than 18 years of project management experience. With experience in wireless circuit and data communications, routing, switching systems, and IP networking from companies like Cisco Systems, 3Com, Lucent, Motorola, Nortel, and others, you can be confident in their ability to integrate Starent Networks' products with various other third-party vendors.
In summary, a total commitment to customer satisfaction is the driving factor behind our Professional Services organization. You can rely on us to deliver what we promise, when we promise.
Customization is the Key
We understand that your business is not like everyone else's; and we understand that we cannot meet your service and support needs with "one size fits all" plans that are inflexible and do not consider your company's special needs. Adhering to a well defined; proven design process, Starent Networks Professional Services team will work with you to define a customized service and support plan — designed for the way you work.
There are five crucial steps undertaken in developing and delivering a custom support plan. Each step in our closed-loop process ensures that our Professional Services team meets your service and support requirements.
Step 1 - Listen
We start the customization process by listening to you, our customer. By understanding your exact needs, we can use our various service and support options to develop a customized plan that meets or exceeds your requirements. We will ask questions to make sure that we understand your needs; and we will review our understanding with you before we move to the next step.
Step 2 - Plan
Once we understand your needs, our Professional Service managers begin to develop a customer-focused plan to meet these needs. We will ask questions, review with you, and then complete a customized service and support plan made to your exacting specifications.
Step 3 - Implement
Once a mutually agreed upon plan is in place, Starent Networks' Professional Services must act on it. Providing training professionals, or other qualified third parties, Starent will deliver on our promise of delivering quality, timely implementation of your customized support plan. Whether it is a system installation, on-site support engineers, or a countrywide system upgrade, you can rely on Starent Networks to deliver on our promise.
Step 4 - Evaluate
After we have implemented the project, Starent Networks' Professional Services organization continuously examines our work to find ways to improve our service and support. We do this by asking you to tell us how we did; we evaluate our performance against your criterion, and we look for ways to better serve you.
By scheduling quarterly customer service review meetings with each customer, our Professional Services team provides you with a comprehensive report on our performance while encouraging you to share your viewpoints or new ideas on how we can better serve you. By maintaining a consistent, open communications between our two companies, we can truly become your trusted partner.
Step 5 - Improve
The only way to keep earning your trust is to improve upon the service and support that we deliver to you. Through obtaining quality metrics, our performance is measurable, allowing Starent Networks' Professional Services team to find ways to continuously improve our operations.
By following each of the steps outlined above, we are confident that we can continue to earn your trust and loyalty. |
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