Customer case study · Maritime technology & navigation
Global enquiries.
Critical technology.
A human connection.
Live international call handling and direct technical incident logging: helping Exail’s customers connect with the specialist support process, from land-based operations to vessels at sea.
Exail is an international high-tech industrial group with expertise spanning robotics, maritime systems, navigation, aerospace, photonics and quantum technologies.
Formed when ECA Group and iXblue joined forces in 2022, Exail brings together more than 90 years of combined expertise. The company designs and manufactures technologies in Europe for civil and defence operators in more than 80 countries.
Its navigation systems, maritime robotics and subsea positioning technologies serve demanding applications, including commercial shipping, offshore energy, marine research and naval operations.
For customers working at sea, offshore or at land-based facilities, access to specialist assistance matters. A clear, dependable way to report equipment problems is an important part of that support relationship.
Specialist systems
Navigation and positioning.
Technology that operations depend on.
Exail’s equipment supports customers working in challenging maritime environments, where reported faults may involve essential operational systems.
International customers
At sea. Offshore. On land.
One structured reporting process.
Support enquiries can originate across countries and operational settings. Relevant information needs to reach Exail’s technical team through the agreed process.
The trusted partnership
Real people.
Direct portal access.
A dependable first contact.
Norango provides Exail with a 100% live technical support call handling service.
Our live receptionists gather essential information and create support requests directly in Exail’s dedicated portal. The resulting record gives Exail’s technical team the information required for investigation and customer follow-up.
The operational challenge
A fault reported.
A remote location.
Information that matters.
Technical issues can arise on a vessel at sea, at an offshore installation or within an onshore facility. Some reports concern navigation or positioning equipment essential to the customer’s operations.
Exail needed a professional call handling partner able to receive international enquiries, understand the reason for each call and document the relevant details accurately within its technical support environment.
A structured record gives qualified engineers a clear starting point for investigation and follow-up, while a live receptionist provides the customer with a professional first point of contact.
International enquiries.
A live first response.
Norango receives calls from Exail customers around the world, including vessel operators, offshore teams and land-based facilities. Receptionists establish the reason for the enquiry and follow Exail’s agreed support procedures.
Technical incidents.
Relevant details captured.
The team records customer information, the reported equipment problem and other details required by Exail’s process. Calls involving navigation, positioning and other maritime systems receive the same careful, structured approach to information gathering.
Direct portal access.
A formal support request.
Receptionists enter the enquiry directly into Exail’s dedicated technical support portal. This creates a support record within the client’s own working environment, available to its technical team for review and follow-up.
Specialist investigation.
Exail’s engineering expertise.
The logged request allows the appropriate technical personnel to review the reported issue and contact the customer. Specialist diagnosis, technical advice and fault resolution remain the responsibility of Exail’s qualified engineers.
Remote operations.
A consistent reporting route.
Whether the caller is offshore, at sea or on land, Norango provides a dependable way to report equipment problems and place the enquiry into Exail’s technical support process.
A professional first contact.
A useful record for the specialists who follow.
A live receptionist receives the customer’s enquiry.
Record the relevant customer and reported fault details.
Create the request directly in Exail’s support portal.
Make the record available for Exail’s specialist investigation and follow-up.
The value for Exail
International reach.
Structured records.
Connected support.
Global call handling
A professional point of contact for customers operating across countries and environments.
100% live receptionists
Trained people listen to the caller and gather the details required for the support request.
Direct support portal logging
Enquiries enter Exail’s own technical support environment through direct record creation.
Structured incident information
Relevant details are documented to support investigation by qualified engineers.
A route for critical equipment reports
Customers with navigation and maritime equipment faults have a clear process for reporting their issue.
Reduced administrative pressure
Norango manages initial enquiries and support request creation, helping Exail’s engineers focus on specialist work.
A consistent international support process, with personal attention at the first point of contact.
The outcome
A human connection.
An integrated process.
Support across boundaries.
Exail benefits from a dependable first point of contact for international technical enquiries. Norango combines live call handling with direct support portal access to document equipment faults for specialist investigation.
The partnership is particularly relevant to maritime and offshore customers, whose reported issues may involve essential navigation or positioning systems.
From land-based operations to vessels at sea, Norango helps connect customers’ reported problems with Exail’s specialist engineering process through careful information gathering and direct incident logging.
Global reach. Live call handling. Specialist referral.
Give customers a clear
route to your experts.
Talk to Norango about live technical enquiry handling and support portal logging tailored to your business.
Service details are based on the supplied Exail customer case study. Company background and logo: Exail — About us. Published 12 November 2026.