How Dualog provides exceptional customer service

Written by Rune Larsen, Service Marketing Manager | 18 September 2019

How Dualog provides exceptional customer service

Although we deliver a digital platform built on innovative technologies, Dualog is not a software company. We’re a service company – in the business of bringing ship and shore closer together.

On our quest towards being the preferred choice for all shipping companies that need a digital platform, our promise to you is that we’ll always be in touch.

In fact, our ‘Always in touch’ tenet is ingrained in our DNA, so much so that you as a Dualog customer can always rely on us to never take any shortcuts in delivering our solutions and helping you succeed with your business.

Read on to learn why Dualog is setting an industry standard when it comes to providing exceptional customer service.

 

Unbeatable support

Shipping is a 24/7 business, its daily operations complex, multifaceted and spanning the globe. As a shipowner or operator, you have your work cut out for you. Worrying about not getting the necessary assistance when you really need it is the last thing you need.

If something goes wrong, you need it fixed, ASAP. Downtime makes your company bleed money.

We understand the business-critical importance of getting the help you need when you need it. That’s why we have built a support team that is available around the clock – seven days a week – for any inquiry you may have, by phone, email or online chat.

However, while the primary role of our support team is to provide predictable, reliable support, it is also all about educating you as a customer to spot and ultimately avoid recurring or repeat problems.

“To achieve this and stay the best in the business,” says Support Team Leader at Dualog, Mikael Johannessen, “we have to remain one step ahead of the game and know the types of issues that are likely to occur, before you need to pick up the phone and call us.”

This is why all of our support team members are top IT engineers, not just ‘Dualog experts’. By drawing on the experiences of dealing with the needs of more than 3,000 vessels, they are fluent in what a vessel must do to derive maximum value from its networks and systems.

Dualog’s support team is a true one-touch solution. With an average telephone response time of 44 seconds coupled with an average ticket first response time of two hours, you’ll get the help you need, then and there, ensuring continuity of operations.

As one of our customers put it: “When we call support, we encounter a person we already know – familiar faces. It is almost as much a friendly relationship as it is business.”

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Guaranteed service uptime of 99.5%

Dualog delivers business-critical services and systems, and they need to work, no exceptions. Information that you send through us must always make it safely ashore, and all kinds of virus and malware attempting to infect your shipboard systems need to be blocked, in real-time.

Thus, system security and operational stability are key performance indicators that Dualog take very seriously. Reducing risk and providing predictability is at the heart of our mantra of ‘Always online – Always in Business’, which is why operational and customer security is our number one priority. Moreover, we have the track record to prove it: 99.98% system uptime delivered over the last three years (which is among the best performing in the shipping industry).

The close relationships we have with our customers is crucial in delivering this consistent level of system security. If any of our customers detect anything suspicious that may have slipped through our security nets and entered their systems, then we will act quickly and immediately increase the layers of security even further.

Through secure management of digital operations, Dualog helps to protect your ICT investment across your fleet, ensuring nothing is wasted in unnecessary, unmanaged or unauthorised usage.

Geir Inge Ops

 

Smooth deployment + training

Shipping is a volatile business environment, with lots of moving parts. Asset, crew and management changes are going on all the time. Helping you as a customer perform fast, smooth and trouble-free deployment of our services is vital.

For this reason, Dualog provides highly competent deployment and training services, simplifying and streamlining the entire process from pre-sales all through to full-on operational usage across your fleet.

Being hands-on and user-centric is Dualog customer service in a nutshell.

 

Continuous improvements across the board

At Dualog, we’re working hard (and playing hard!) day and night to develop solutions that will be the obvious choice on all ships. A bold ambition, indeed. To deliver on it, and to keep up with a constantly evolving maritime industry, we are uncompromising about continuously improving every nook and cranny of our business.

Your needs as a shipowner or manager never stay the same, so neither can our services.

Through our hands-on market dialogue, with our support, operations and even developer teams speaking directly to our customers in all corners of the world, we embrace a culture of knowledge sharing. You talk, we listen. This is not a tagline at Dualog; it’s the way we operate and serve on a day-to-day basis.

The feedback we get from our end users – by staying in touch with customers and their real-world challenges and concerns – plays a pivotal role in enabling us to keep on developing new and improved solutions to optimise your business, both today and further into your voyage.

 

Conclusion

Still evolving and growing, Dualog maintains intense customer focus, independence and agility. For us, customer satisfaction always comes first, followed closely by guaranteeing a quick response to your concerns.

We know the value of getting help when you need it. Therefore, our support team is operational around the clock. Our people have extensive experience within the shipping industry, coupled with top-notch IT expertise. If something goes wrong, we will fix it.

We also know the value of always being available and securing the delivery of business-critical information between ship and shore. So we continue to invest in robust and innovative services that make it easier for ship and crew to communicate with office and business partners, as well as family and friends.

After more than 25 years in the business of ensuring that internet, email and cloud services work reliably and securely onboard ships all over the globe, we can safely say that Dualog is recognised for providing continuous development, streamlined operations, in-depth competence, and the predictable service you as a customer expect and need.

As the Irish saying goes:

“There are good ships and wood ships, ships that sail the sea. But the best ships are friendships, may they always be!”

Dualog Protect

 

How Dualog provides exceptional customer service
Written by Rune Larsen, Service Marketing Manager

Rune Larsen is Service Marketing Manager in Dualog, with responsibilities for user experience design, visual design and marketing of existing and new services. Educated in business strategy and marketing from the Arctic University of Norway, he has more than 25 years of experience from the creative industry, where he worked as a consultant, designer and creative director in various advertising agencies and design studios. He's been orchestrating brand identity projects, design work and brand building campaigns for a wide range of organisations. He brings a passion for great design to the team, never compromising on the importance of the 'experience' part of UX. When not at the office, he enjoys hiking with his wife or is busy being a football coach for his youngest daughter. His fitness regime involves either running or cross-country skiing. Rune is an avid reader of business-related books, and he loves the occasional bottle of Barolo.