Capitalisation Around the Support Chain for a Large French Distribution Group

September 19, 2020

Trade, procurement, logistics, encashment systems, drive terminals, bureaucracy and even procurement applications all comprise the scope for which our client wishes to implement a unique support system. The aim: to enhance user satisfaction and the quality of the services.

Users Scope : 77 000

Our Solution:

  • The implementation of end-to-end management of business requests from group users from call taking to processing by Level 3 support.
  • A service that is provided by a dedicated team of 60 people at our Villeneuve d’Ascq Service Centre from Monday to Sunday 5 a.m. to 11 p.m.
  • The creation of a “Wizz’IT, IT by Your Side” naming to adjust the service for all users.

Talent, Multiplied:

Confirmed profiles which are regularly immersed and trained on the customer’s business applications for ongoing partner skill building. A knowledge base that is constantly enriched through our Knowledge Managers and Incident Managers. A community of talents combining technical skills and soft skills which is a real asset to project management.

The benefits of this capitalisation around the support chain:

  • Perceived quality and continuously improved services
  • Increased user autonomy
  • Value for our IT department’s know-how through targeted communications