Neptune Consultancy Services have established a successful service delivery methodology (SDM). This framework facilitates best working practices and fully meets our clients’ requirements for effective and timely support and service delivery. In many ways our SDM is what makes us different – we treat every project with a bespoke, consultative lead approach yet deliver this under a consistent 3 step process ensuring both innovation and dependable service excellence

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Neptune Consultancy Services have established a successful service delivery methodology (SDM). This framework facilitates best working practices and fully meets our clients’ requirements for effective and timely support and service delivery.

The SDM comprises of 3 key areas

Client Discovery

Client Discovery is the first step to our process. The relationship that our technical account managers build during this process is invaluable when it comes to servicing our clients needs. At Neptune we devote time and commitment to understanding our client’s network infrastructure. By taking this approach Neptune provide two key benefits

• We advise on how to maximise your existing infrastructure and work with you on a strategy to develop the network moving forwards.

• We can react quickly when complex service and support issues arise. This provides a major benefit particularly when “grey” or non-standard service issues occur.

This is all part of our inclusive SDM approach and comes at no additional cost to you over and above the support contract.

Familiarisation program

To achieve this consultative approach and deliver real and continuing benefits we encourage our clients to work with our engineers on a familiarisation program. We build a detailed picture of the current network infrastructure, the set up and configuration. The familiarisation program may require site visits either pre-contract or during the early stages of the contract.

Although our preferred support services partner Networks First is a channel only organisation, Neptune encourage our clients to have direct access to the relevant technical and operational teams at Networks First. We believe that this is a key enabler for effective service delivery and encourages an open forum for communication between all of the parties.

Neptune operates with a fully underwritten and transparent back to back contract with Networks First so that the SLA you agree with us is the same SLA we sign with Networks First. When critical incident conditions and support requests occur we encourage our clients to log calls directly with the Networks First service desk. This means that the there is no latency added by Neptune from the time of our clients report a fault and the technical response from Networks First begins.

Commitment to Service Excellence

Neptune is committed to providing the highest level of service. We aim to establish a professional, courteous and long term successful partnership with all our clients. Once the familiarisation program is complete it allows us to discuss a variety of service delivery options including remote aid. Developing the network and maximising the ROI from the current infrastructure is a tangible benefit to our clients. We also start to build relationships with the on-site network team which enables us to become a virtual technical resource for our customers that they can call on 24 x7 to help with any network related issues. This approach has provided cost effective benefits for the majority our customers.