Skilled consultants in a

On-site support.

We can also provide customers with an on-site support. We can deliver the same support services as described above through our shared service support competence center.

Service manager

Our support organization is structured according to the latest ITIL v3 ITSM processes. All our customers are in contact with a trusted advisor who acts as a Service Manager. It is his goal to be present at the customer on a regular basis with the aim of taking care of all support tasks and concerns. He is the key-player between the customer and the RMC support team.

Problemsolvers and Problem management

Our support team consists of technically and functionally experienced people with knowledge of the environment of the customer. Solving incidents, developing changes and solving problems are part of their basic tasks.

We distinguish ourselves by focusing on problem management. Our team actively searches for the cause of incidents with the aim of preventing the same incident occurring again. In this way, the number of incidents will decrease over time. We work step by step towards a better quality.

Service desk

In order to facilitate ticket creation, we also have a service desk that, depending on the needs of the customer, can be operational 24/7/365 and uses our own ITSM Tool. We have opted to implement ServiceNow for this purpose because of its user-friendliness. Our service desk is initially used for the identification of urgent cases.

Both the service desk and the support team use this application to create and pick up tickets. Our Service Managers use our application for SLA follow-up and reporting. Thanks to this integrated way of working, we can offer our customers a smooth and high-quality service.

Let's discuss your project
Menu