User satisfaction and autonomy
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To guarantee a satisfying user experience of computer tools is one of your serious challenges. You have to develop user autonomy. These users wish to rely on a professional IT as simple and performant as their own personal computer.
HELPLINE guarantees an optimal interface between business services and your IT:
- As a daily display of your IT;
- Considering user typologies and their specific needs;
- By delivering Level 1 and 2 Help Desk service (technical and functional) which takes into account usages transformation;
- By guaranteeing homogenous services all over the country.
The HELPLINE +
- A company DNA resolutely user-centric;
- Methodologies, tools and technologies dedicated to user experience improvement.
The HELPLINE offers
- Organize a single point of contact for users, which manages requests and incidents end-to-end (technical and functional);
- Ensure Support from HELPLINE Service Centers or on your site with the same level of expectation;
- Maximize remote resolution and process automation;
- Optimize Help Desk Tools (ITSM, Remote treatment, Tele distribution, Diagnosis trees …);
- Set up continuous improvement to deal with higher user requirement level.
The HELPLINE +
- Provide a service close to your sites thanks to HELPLINE sites in the Paris area, in regions and internationally.
- A multilingual end client support ability
Key figures
- 20+ clients in the CAC 40
- 10+ languages
- Capacité 24/7/365 Capacity
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Objectives
- Guarantee an immediate and exhaustive vision of all hardware and software;
- Guarantee compliance of IT stock with company security rules;
- Make a clear catalogue of IT resources available to users;
- Industrialize your IT assets, their preparation, masterization and their first use;
- Ease project renewal, roll-out and migration.
The HELPLINE +
- An end-to-end offer all along the user working environment life-cycle, oriented towards the real use that is made of it;
- An industrial approach targeted to optimize costs (migration preparation, compliance…).
Key figure
- 850 000+ workstations managed
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Objectives
- Have a simple and intuitive user portal available gathering all the tools allowing the user to solve incidents and assistance requests by himself whether they are technical or not, IT or not;
- HELPLINE tools: HTS Self-help, HTS Virtual Agent, HTS Password Management, HTS Self provisioning.
THe HELPLINE +
- 150+ ready-made resolution trees;
- Personalized portals in SaaS mode, easy to deploy and integrate into existing intranets.
Key figure
- 20+ self-service portals in production.
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Objectives
For you DSI
- Allow your users to have a friendly exchange with support in a modern space;
- Welcome users without prior appointment, nor prior case opening;
- Accompany users in the new IT resources usages.
For your HR
- Facilitate the onboarding of your employees ;
- Accompagny for the statutory training linked with your business.
Genally, it could be adapted for all the department of the company.
The HELPLINE +
- Specialised entities : myConnectedCompany ;
- Complete support : study, conception, implementation, exploitation ;
- Adapted regarding the identity of the customer ;
- Innovative solutions based on the latest technology (Apps, NFC, visio..).
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Objectifves
- Efficiently design, deploy and manage mobile terminal fleets;
- Guarantee the availability and information security whatever terminal used;
- Improve attractivity of the company for newer generations by making modern tools available.
The HELPLINE +
- An implementation approach which takes into account usages first before technological reasoning;
- A proven expertise in the implementation of EMM solutions (Enterprise Mobility Management);
- A know-how all along the project life-cycle (opportunity study, design, implementation and deployment, support and management).
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Objectives
- Qualitatively measure the perception of lines of Business and of users in their IT use through a synthetic approach;
- Set up a continuous improvement process of the IT Department’s offer to lines of Business services;
- Identify savings potential on the operating budget;
- Reinforce IT usages security;
- Make Help Desk services proactive rather than reactive;
- Prepare for future transformation and migrations (virtualization, renewal of IT stock, deployment of applications…).
The HELPLINE +
- More than 110 improvement axis in the catalogue (diagnosis, benchmark, project transformation, expected benefits, experience feedback);
- An innovative measuring tools for work environment from the end-user’s perspective.
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