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solymatic France' Management tools
Each request received in our customer relations and call centre is immediately classed, recorded and processed in our IRIS information handling system.
A works file is created for any problem that cannot be resolved on-line and is automatically sent to INES, Solymatic France’s exclusive dispatching system which assigns the nearest and most suitable technician to solve the issue.
Cesam web is the secure, multichannel portal that lets you link up with Solymatic France over the Internet in order to :
- Assign our technicians in real time,
- Monitor the progress of our service assignment in real time,
- Model and extract your status reports.
As above, if a call-out is required, INES allocates the file to the selected technician in less than 10 minutes.
From this point on, you can keep track of the assignment in real time :
- Work order received by technician,
- Ordering of parts,
- Job time
- Procedures carried out
From this point on, you can keep track of the assignment in real time :
- Work order received by technician,
- Ordering of parts,
- Job time
- Solution.
The customer relations and call centre is made up of three distinct departments: technical support, stock and sales management, operational support and technician safety. The centre operates 24/7.
Your calls to the centre are answered by one of our operators within 20 seconds. As the initial point of contact for users, the technical support service is open from 6.00 am to 11.00 pm Monday to Saturday and solves 85% of requests over the telephone.
