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Services Overview
The award-winning Vanco service offering is the product of a portfolio of innovative and customer-orientated service elements:
Go to:
Sourcing Competency
Global Service Delivered Locally
Electronic Trading and Performance Management
Commercial Relationship
Sourcing Competency
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Optimized Network Design
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Vanco designs the optimum solution for each client.
Unconstrained by not owning its own network, Vanco understands in detail its clients' requirements and selects from an authorized list of the best carriers and technologies.
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Carrier certification programmes & relationships:
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Global Knowledge Base
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There are thousands of carriers listed on Vanco's global knowledge systems.
Information is stored and accessible via this KnowledgeBase tool.
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Certification |
Vanco uses Certified providers for all areas of the service - circuits, equipment, authentication methods, etc. It uses only those that have undergone technical, operational, product, commercial and other evaluation through Vanco’s Certification Programme. For example 250+ carriers have now been fully certified by Vanco.
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Relationships |
Vanco has a dedicated strategic business unit with multi-functional roles responsible for building relationships with the carriers, covering; strategic relationships, commercial engagement, legal, operational and technical validation.
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Lowest lifetime cost |
Smart Purchasing is the ability to take advantage of all the options in the marketplace to ensure a lowest technology cost solution at any point in time. It is based on the combined knowledge and experience of Vanco worldwide, when creating a network design.
For Vanco's white paper on this issue, click here.
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Global Service Delivered Locally |
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Project Implementation |
Vanco has invested heavily in the on-going development of its project management framework, and the project management team, to ensure that it continually achieves the delivery commitments on any network deployment.
Based on the highest quality industry standards, Vanco has developed and operates the Vanco Seven Stage Gates (VSSG) project management framework. This is designed to ensure attention to detail but with the flexibility to handle complex and often variable deployments.
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Network Management |
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Global deployment of NMCs |
Globally integrated Network Management Centres (NMC):
To provide services for the support and maintenance of clients’ networks, Vanco has a worldwide deployment of NMCs. We have 9 regional centres across Europe, North America and Asia Pacific. They provide local support, local language and rapid response and are staffed by trained engineers.
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Fault resolution |
Vanco has a proactive fault reporting process. Vanco’s target is to identify and inform the client of 80% of faults before they call Vanco (the “spotting rate”). The onus of fault identification is therefore transferred to Vanco. This target is a commitment which forms part of the Service Level Agreement and Vanco NMC engineers are incentivised to achieve these targets. This is supported by highly automated systems and processes including our
Remedy Help Desk system
Smarts InCharge network management platform.
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Solution portfolio |
Vanco enables its clients to access all WAN technologies, all access types, at a full range of bandwidths, and in all geographies that they operate in:
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Data Services (Inc. MPLS Matrix, IP Secure and Hybrid)
- Converged Services
- Security Services
- Remote Access
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Change management |
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Technology and Carrier Flexibility |
Vanco offers a strategic sourcing relationship and is able to adapt the technology and carrier solution on an annual basis to support changing
Client priorities and requirements.
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Rapid response to network change requests |
New technologies and carriers are considered for all change requests.
All changes conform to Vanco Brand Standards – and are tested and signed off by the client.
SLA guaranteed response times are provided for the three categories of change requests.
A historic record is maintained of all changes, recording all details, including
who carried out the change.
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Service management |
Provides a single point of accountability for all service issues.
Service Management is also provided locally.
Reporting is provided on KPIs that are important to the client.
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Quality Assurance |
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v:spond |
Real-time call handling quality control system – all customers can vote on the quality of service they have received every time they call the NMC.
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Customer Issue Accountability |
The satisfaction of every client is assessed at monthly senior team meetings.
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The Design Forum |
Pre-Sales Technical Consulting, the Design Forum and Solution Engineering.
These functions within Vanco produce a world leading, globally uniform, pre-sales technical design unit which:
- Delivers robust and reliable network designs
- Uses innovation and design iteration as the means to create the optimum network design at the optimum price
- Provides easily replicable solutions for the business to deliver
- Creates network designs that are delivered with ease, certainty, reliability and minimal effort by the operations teams
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Electronic Trading and Performance Management |
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O-zone |
Clients are provided with accurate, customized and comprehensive network information through O-zone, our online service delivery portal. This provides:
- Network Management
- Change Management
- Event Management
- Performance Management
- Application Performance Monitoring
- Document Management
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Network Performance and Application Performance Monitoring |
Analyses the performance of critical applications across the network from the user's perspective, providing the ability to identify business applications which are performing below expectations
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Commercial Relationship |
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Account Management |
The Vanco Account Management teams are responsible for:
- the smooth day-to-day management of the client relationship from a commercial and operational perspective
- monthly account review meetings
- annual business review to assess service deliver and future strategy
- annual review of carrier and technology options to reduce costs +/or improve functionality
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Active Negotiating Process (ANP) |
This is a contractual commitment to review the underlying carrier costs annually. If cost savings can be found Vanco takes responsibility to migrate to the new supplier and/or technology.
Vanco is incentivised to reduce its clients costs by taking a 30% share in the cost savings.
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Billing flexibility |
Vanco uses an enhanced billing system based on the Oracle e-business suite for billing, project accounting and purchasing.
This system enables the automation of the production of invoices that have site-level details and also display a range of information that makes it easier for customers to understand, use and pay.
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Vanco Finance (VF) |
VF provides financial arrangements to clients to assist them in paying for the initial costs of investing in a new network through Vanco.
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