Supporting customers

Ours is a team is of 60 multilingual and ICT professionals working in close synergy with IT and sales departments in order to support users in in carrying out their work and ensuring continuity of service.

Service Desk: a single point of contact and responsibility

Our customer can count on one single point of contact for all the critical issues that can hinder the daily work of store operators, agents, maintenance staff and more generally of all users, with significant repercussions in terms of quality of the service provided and sales opportunities.

A single point of contact (SPOC) and responsibility for any critical issue related to the management of the stores and the use of applications in the phases of opening, closing, transfer of stores, managing escalations to any third parties involved.

60 professionals with specific knowledge of the processes, dynamics and of the main IT applications and systems in use, 6 languages (Italian, English, French, German, Spanish, Portuguese), 3 levels of assistance, ITIL certification. These are the main numbers of our Service Desk that supports 25,000 users, 365 days a year.

A differentiating element among all: from the very first contact the service desk team solves over 80% of requests ranging from «how do I» to the resolution of software, hardware and procedural anomalies.

Case Study

Our experiences

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Granarolo

Granarolo

Food & Consumer Goods Omnichannel Sales
An Android platform to improve customer service also for Expo 2015 Collaboration between Aton and Granarolo, started in the mid-nineties, has consolidated and materialized in a new project: Granarolo Sales…
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Safilo

Fashion Omnichannel Sales
Currently, over 5,000 points of sale, mainly in EMEA (Europe, Middle East and Africa) and Latin America profit from SMILE, a business model created by Safilo and designed to automatically manage restocking, increase…
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Kering Eyewear

Fashion Omnichannel Sales
For brands operating in the eyewear world, protagonists these days at the MIDO, the greatest internatinal event for the eyewear industry (Milan, 24th-26th February), wholesalers’ sales and…
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Segafredo

Industrials Omnichannel Sales
Segafredo Zanetti & Aton together towards 4.0 sales solutions The quality of a product like coffee, which we drink every day at a bar or at home, is the…
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News

News Service Desk

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Service Desk
Tania Bertolin
Call Center or Service Desk? The secret is in Store Care
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Aton ServiceDesk behind Moncler House of Genius Scenes
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Farther and farther away from traditional Assistance Service: Service Desk & Chatbot
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Cash Systems: The Experience beyond Sales
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Cash System Issues: No Service Desk? Ouch!…
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Behind the Service Desk Scenes: How to Monitor Service Level
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Aton Service Desk: from the Middle East to South Africa, Not Just on the Phone
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