Systemat provides its customers with a professional assistance team made up of a telephone answering service (helpdesk & dispatching centre), an internal remote monitoring department & support and an on site intervention team.
The "Support & Assistance" activities play an essential role in SYSTEMAT's "Managed Services". They involve offering our customers quick and efficient handling of incidents, problems or change requests. Requests for assistance may be made by telephone, fax, e-mail or using the form online. The dispatching centre handles calls and first level diagnostics. Depending on the nature of the request, it is sent to the helpdesk, 'remote support' or the on site intervention teams. More complex cases are transferred upwards to specialists. The customers under contract have the benefit of preferential, guaranteed intervention times and prices for the services provided.
There are many reasons which lead an IT Manager to turn to an external service provider for help with support & assistance:
Comfort of calling and dealing with users are integral parts of any Service Desk activity. SYSTEMAT's ASSIST-Line service uses Avaya's ICD (Integrated Call Distribution) solution. It is based on an Avaya modular IP telephony solution implemented by ASSIST-Line and in the dispatching centre.
Apart from the comfort and functions provided by IP telephony, Avaya's "ICD" solution provides a personal yet professional reception for your corporate users. They are then directed those competent to best solve their problems.
Overflow mechanisms are provided: the call is first directed to the group responsible for your case. After a few seconds, it is directed to a 2nd, larger group made up of people normally responsible for other clients. Accordingly, your callers are sure to have their calls taken.
Another important aspect of Avaya's "ICD" solution is that it is used for dynamic camp-on and enables the user to wait or leave his name and address to be called back or call back later.
In this way, the ASSIST-Line guarantees that all your calls are handled, even during peak periods.
OmniTracker, the Service Desk application used by the ASSIST-Line, is used for the recording and accounting of all calls from users or the customer's helpdesk. This tool provides for easy follow-up of the calls and generates the corresponding statistics. The built-in possibilities of interfacing also allow for simple, quick exchanges with other follow-up tools already used by our customers.
The statistical data processed by Crystal Report are gathered and submitted to the customer on a regular basis. These data provide all the information required for the follow-up of calls: name of users, number assigned to the call, nature of the call, level of solution provided and duration, etc.
Any calls not resolved at the first level are redirected automatically by ASSIST-Line. It transfers all such calls up to the second level of support; whether for intervention on site, a request to our suppliers or the competent departments named by the customer.
In the event of computer problems which paralyse your organization, it is essential to be able to rely on intervention quickly, which is exactly what we propose with CreditPack, which guarantees you priority access to SYSTEMAT's intervention teams, in return for a limited investment (starting from € 2 500).
CreditPack is particularly suitable for organizations looking to "outsource" all or part of the maintenance of their computer equipment to their partner and have the benefit of professional assistance, a wide range of skills and priority status, for critical problems. CreditPack works like a credit account. It requires the existence of a personal account in your name and which you credit according to your needs. Minimum amount to have the benefit of this service: € 2 500. The contract term is one year. Your account is debited automatically according to precise rate basis, taking the nature of the service in particular into account. CreditPack is the ideal solution for one-off help or a request for emergency assistance.