Monitoring our customers
France-based technical support
Under our maintenance contract you have unlimited access to our International telephone support centre. With over 20 staff and managing 6 languages it has the following missions:
- To help users with common management tasks.
- To help administrators modify their setup rules.
- To resolve any technical problems.
- To guarantee time and attendance and access control hardware and software functional and technical updates.
As part of our ISO 9001: 2000 quality process we set up:
- Personalised monitoring for each call received.
- Despatch of a written report after each call.
- 50 000 calls handled per year.
- Average time between the initial call and issue resolution less than 3 hours.
In 2009, the installation / training evaluation criteria were between 88 and 99% (892 questionnaires processed) and the hot-line evaluation criteria were between 92 and 97% (1,483 questionnaires processed).