Customer Relations Centre

Located in the South of France, our centre is staffed by advisers specialised in customer relationship management and handling incoming requests. We are available 24 hours a day, 7 days a week, while remaining flexible to adapt our working hours to your specific needs.

We offer our service in 4 languages (French, English, Spanish and German) and support more than 50 companies in 15 countries, offering a white label service or under the ACSEP brand, depending on our customers’ requirements.

Our account managers are a privileged point of entry, guaranteeing that your needs are taken care of and ensuring effective follow-up until they are completely satisfied.

Our team of account managers is dedicated to managing your employees’ queries and incidents, seeing them through to full resolution.

ACSEP’s Customer Relationship Centre deals with a variety of issues essential to the smooth running of your business, including:

1. Business applications (ERP, CRM, HMR, SCM…),
2. Office applications,
3. Data management,
4. Hardware installation,
5. Office equipment (telephones, PCs, printers…),
6. Network infrastructure,
7. Server management,
8. Access control systems.

To ensure an efficient intervention, our advisors focus on understanding your specific needs to direct the request to the most appropriate group of resolvers.

They monitor each request proactively, contacting resolvers regularly to minimise resolution times, while keeping you informed of the progress of your case.

This qualification phase is decisive: an incomplete or badly formulated request can considerably delay the resolution of an incident. Our advisers will do their utmost to identify the precise nature of your request by checking the essential prerequisites before taking the necessary action.

This process is based on a personalised exchange through specific and targeted questioning. ACSEP emphasises the human dimension of its services by fostering direct relationships with its customers to ensure effective communication.

To guarantee the quality of our services and meet our commitments in terms of service levels agreements (SLA), our teams are experts in Maintaining Operational Conditions (MOC) who apply working methods focusing on responsiveness.

These people are used to working in an emergency environment and understand the importance of optimal responsiveness to minimise the impact on your business.

They have genuine expertise in crisis management and are committed to ensuring a high level of satisfaction.

Finally, our Customer Relations Centre provides you with a large range of communication channels to simplify your daily life, adapting to your habits and your different workplaces.

When an incident brings your business to a standstill and threatens its activity, the Account Manager applies the ‘crisis management’ process. He or she organises an information meeting with all the parties involved (applicant, advisor and resolvers).

This process is used when the incident has a significant impact on the customer, when he or she expresses the need to be reassured about the resolution in progress, or to strengthen the relationship between the resolver groups and the applicant.

Regardless of the seriousness of the situation, the Customer Relations Centre proposes a proactive approach to incident management.

We know that behind every incident there is someone waiting for an answer so that he can get on with his work in peace, and who wants to be sure that a team is taking charge of his problem and doing everything possible to resolve it.

At ACSEP Customer Relations Centre, we are committed to providing a high-quality service, aware that your business must not suffer any interruptions.

That’s why we have a contractual commitment to our customers and provide regular Key Performance Indicators (KPIs) and detailed reports. This gives you a clear picture of how your business is performing, helps you understand the different types of requests we receive, identify recurring problems and assess the performance of our teams.

As part of a continuous improvement approach aimed at guaranteeing an ever more efficient service, our Customer Relations Centre frequently carries out satisfaction surveys among registrants. We analyse the responses to optimise our quality of service. These surveys provide us with constructive feedback that helps us to better understand your expectations and track changes in your opinions, with the aim of improving our service.

For these surveys, we prefer open-ended questions, as they provide us with richer and more detailed answers about your satisfaction, disappointments, expectations and needs. Topics may include the quality of our listening, of our understanding, our sense of service, but also the process we put in place and the accessibility of our service.

This approach to continuous improvement also includes instructive support for our customers. For example, we propose training on how to correctly register incidents into the ticketing tool, whether it’s yours or ours. In addition, we regularly conduct campaigns through outgoing calls to registrants, in order to maintain a constructive relationship with our customers and remind them of our process and the prerequisites for understanding their requests or incidents.

As assistance professionals, we have drawn up a charter and selected a set of tools to support you in the best possible way.

In particular, our charter promotes rigor, responsiveness, proximity, communication and active listening, all in a warm and reassuring atmosphere, as well as triggering crisis management in the event of a blocking incident.

In addition to our charter, we provide you with the technological tools you need to succeed. Our teams can work with your own ticketing tools. We can also provide you with IzyLine, our own solution that we can interface with your internal tools. At the same time, you can contact us via a voice server with a personalised greeting, WhatsApp, Chatbot, LiveChat…

As you can see, whatever your requirements and needs, your teams or customers have a wide choice of ways of contacting us, depending on their habits and workplaces!