User Support

Reception and Qualification of Applications

Call handling: The first point of contact with the user, this step aims to answer calls quickly to provide a positive first impression and demonstrate the company's availability.

Qualification and diagnosis: Analysis of the nature of the request (incident, service request, etc.) to determine the appropriate treatment.

Incident Resolution and Monitoring

Remote Resolution: Use of information bases to resolve reported incidents, with the possibility of remote control to carry out the necessary actions.

Ticket Support: Rigorous ticket management via support tools, monitoring of resolution times in accordance with SLAs, and regular communication with the user on progress.

Ensuring follow-up and proper resolution: Closing requests after user validation, identifying recurring incidents for creating problem tickets, and completing management information for later use.

Communication and Technological Evolution

Compliance with incident and request handling procedures: Feeding and updating a dedicated database for each client, used for each action triggered within the framework of user support.

Rigorous compliance with procedures

Each support action follows a defined protocol. A database specific to each client is created, enriched, and updated in real time to ensure traceability and efficiency in handling incidents and requests.