27 October 2016
BSO ENHANCES CUSTOMER SERVICE EXPERIENCE WITH INVESTMENT IN STATE-OF-THE-ART TICKETING PORTAL ‘BSO SERVICE DESK’
Investment in JIRA platform is part of BSO’s ongoing mission to deliver superior customer support within the telecoms industry.
BSO, the global Ethernet network, cloud and hosting provider, is upgrading to a new state-of-the-art ticketing portal, BSO Service Desk, to enhance the client trouble ticket experience. Upon fully launching in early December, BSO customers will benefit from faster response times, a simplified client interface, clear categorisation of tickets to ensure efficient allocation to the relevant engineer and improved transparency to help BSO achieve maximum efficiency.
After a thorough evaluation of the market offering, BSO selected JIRA Service Desk to power its new ticketing platform due to its reputation as a market-leading, state-of-the-art platform that “delivers an effortless service experience,” according to G2Crowd. BSO’s upgrade to the JIRA platform is part of the company’s ongoing initiative to invest in its network and customer service, which has also led to a recent partnership with Accedian to enhance network monitoring capabilities and improve client services, as well as an expansion of BSO’s Global Network Operations Centre (GNOC) support.
All BSO customers will be migrating from the existing BSO extranet to the new BSO Service Desk throughout November to prepare for a complete changeover in December, when BSO Service Desk is scheduled to launch. Communications are going out before, during and after this date to ensure a smooth transition.
“Some telecoms companies are fine with putting less emphasis on client support and their customers have come to expect it as the norm. But BSO is different – we believe our customers deserve better,” says Emmanuel Pellé, Chief Operations Officer at BSO. “In turn, we are always challenging ourselves to find new ways to improve upon our premium customer service experience, which is demonstrated by our investment in quality partners such as JIRA Service Desk.”