Supporting customers

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.

100 professionals with specific knowledge of the processes, dynamics and of the main IT applications and systems in use, 14 languages (Italian, English, French, German, Spanish, Portuguese, Greek, Czech, Slovak, Croatian, Slovenian, Polish, Hungarian and Romanian), 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.