Satcom Direct (SD), a leading provider of business aviation connectivity solutions, has opened its overhauled Network Operations Center this week. The company has expanded the footprint of its home in Melbourne, Florida, installing new cutting edge technology to boost the customer support it provides.
New NOC for SD
Satcom Direct (SD) has unveiled a total upgrade of its Network Operations Center (NOC) in Melbourne, Florida. Home of the business aviation solutions provider, the NOC now has more space, newer technology and a huge digital wall measuring 72 feet by 10 feet, allowing SD to keep track of all its global customers.
The state of the art operations center will use a powerful combination of artificial intelligence and machine learning to intelligently aggregate, collate and analyze the huge amounts of data generated by SD’s business aviation customers. The information received by the NOC will enable SD to keep track of the performance and status of each of its customers’ aircraft around the world.
SD Founder and CEO Jim Jensen commented on the opening, saying,
“Aircraft generate large volumes of multi-faceted data that provide clear insight into aircraft connectivity. If the data is behaving differently than expected we will often be aware of it before either our customer, the end user or our partners which means we can begin to fix issues more quickly.
“The investment we’ve made ensures we can extract meaningful information about usage and/or degradation, enabling us to be even more proactive in issue resolution. It puts our support team ahead of the aircraft for years to come.”
The improvements to the NOC will support SD’s motto of “we know before you know”, giving it a real time situational awareness of the status of each aircraft. Using automated analysis of trends and patterns, the company is able to achieve an average response time of just five minutes. The large screen will deliver enhanced visibility of the health of each aircraft, allowing SD to be more proactive in its response to its customers.
Best product support company
Complementing the opening of the revamped NOC, Satcom Direct has been voted the best company for product support in the Aviation International News (AIN) annual Product Support Survey. It’s the sixth year in a row SD has snagged the top spot, showing the industry’s appreciation for its committeemen to customer support.
The company secured an impressive 9.4 for its AOG response time, highlighting just how well the SD strategy performs. As well as this, its technical representatives were voted top for their knowledge and support, and the company overall gained the most top scores securing pole position on five of the ten scoring categories. Jensen added,
“We are committed to providing the best user experience possible and are proud to find ourselves in first position once again. Maintaining our number one ranking for six years in a row requires investment, dedication and continual development of our support product. We continue to raise the bar and it’s great to know our customers appreciate this commitment.”
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