Building a smarter foundation for customer supportTelenor Maritime Customer Support Centre
When maritime operations depend on connectivity, support isn’t just a service, it’s critical infrastructure.
Putting customers at the center of our operations is a key priority for us, and we are now strengthening our support organization to deliver an even better customer experience.
At Telenor Maritime, our Customer Support Centre (CSC), formerly known as the Network Operations Centre (NOC), plays a key role in ensuring stable and reliable connectivity for vessels worldwide.
A more connected support setup
We’re upgrading how our Customer Support Centre operates to improve how we handle and follow up on customer requests. While the changes may be subtle from the outside, they represent a significant step forward in how we work behind the scenes.
By bringing our support tools closer together and structuring cases around our services, we can:
- Handle requests more consistently
- Route issues more accurately
- Reduce the need for repeated information
- Improve response and resolution times
It becomes easier to get the right help, faster.
From experience to consistency
Support has traditionally relied heavily on individual expertise. With this upgrade, we’re introducing more structured and standardized workflows.
This ensures that customers receive the same high-quality support, regardless of who is on shift or how the request is received.
The new setup is designed to keep full context across interactions and services, resulting in fewer handovers, better continuity, and a smoother overall experience.
Building for what’s next
This is not just a system upgrade. It’s part of a broader effort to strengthen our 24/7 operations and improve the overall customer experience.
It also lays the groundwork for future improvements, including more automation and smarter ways of working—helping us respond faster and more proactively as customer needs evolve.