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Our Journey to Service Management

Our Journey to Service Management

Our Journey to Service Management
Steven Kopec
Head of Service Management
INSIGHTS BLOG /
 October 2020

Around four years ago, our customer service operation consisted of a helpdesk to reactively deal with incoming issues. Then a client came to us and asked for help with supporting 10-20 million live streams at any given time, and it quickly became clear that we had to rethink that side of our business. The transition was challenging but ultimately rewarding and the result is a fully functioning and highly expert Service Management team that can support any number of services effectively and around the clock. Here are a few things we learnt on the way:

Cloud technology enables scalability

One of the first decisions we had to make was around which technology to use and whether it should be hosted on premise or in the cloud. The fact that our first customer was streaming live events to very large audiences probably played some part in our decision to rely on the latter, as it enables the scalability required for that kind of business. Being cloud-based also means that we can take advantage of new technology and scale almost immediately for our customers. We can deploy locally, in the closest region to the customer endpoint, which ultimately helps us reduce latency. 

Processes should be standardized

Our Service Management team is still relatively small but we are able to support multiple customers with delivering vast volumes of content. This is largely down to the fact that many of the processes involved are standardized, enabling us to quickly and seamlessly reproduce past successes. Not only is this an efficient way of doing business, but it also lends a certain level of reliability and scalability to everything we do, ultimately resulting in peace of mind for our customers.

Monitoring is key 

By continually monitoring our customers’ video streams, we can make sure to spot potential errors before they become a problem for viewers. The key is to apply a combination of consistent monitoring and automated alerting and reporting. With an end-to-end monitoring process and system in place, issues can be detected quickly and resolved before they escalate.

Sentiment analysis helps define strategy

For many of our customers, we also monitor key channels (such as social media) to gather information about how users feel about their video service. Not only does this highlight potential issues, but it also means that we can pinpoint if a user base is experiencing problems in a specific region. Using this approach, we can help our customers respond to complaints before they become a significant problem.

By helping our customers with this kind of sentiment analysis, we can also assist them with defining new features for their services. If we notice that many users are commenting about the lack of a specific functionality, we can advise our customer to put it on their priority list for future updates.

Service Management needs a continual learning culture

The video ecosystem is constantly changing, as are the tools and technologies that support it. Most cloud platforms have new features rolling out on a monthly basis. As a result, Service Management teams need to be continually learning in order to ensure that they are up-to-date with the latest developments. This is particularly important for global companies (like Accedo) where teams are spread across the globe. We need to ensure that no matter where a customer is based, they are getting the same level of support and skillset from our team.

We recently discussed our journey to service management in a panel with New Relic. If you are interested in seeing the full conversation, you can watch it here. 

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