Support

Along with integration, the maintenance in operational conditions was one of ACSEP’s very first activities, from its creation in 2005.

The aim was not to “abandon” our customers once their solution was implemented, but to ensure continued activity by maintaining the proper functioning of the system.

ACSEP’s support teams cover a wide range of areas: application support, including the main WMSs on the market, such as IzyPro WMS and Reflex WMS, but also EDI, Change Management (patches…) and Supervision.

To propose you the best service, we rely on a team of people with a large experience in operations and information systems, which is a real advantage for our customers. Our team is able to talk to operational people, but also to technicians, from the forklift operator to the IT specialist or the warehouse manager!

Our team uses methods based on proactivity and responsiveness to guarantee a very high level of satisfaction.

ACSEP provides 24/7 support in English, French, Spanish and German for more than 50 customers in 15 countries. This represents more than 500 logistics platforms worldwide and approximately 20,000 tickets per year.

In order for our customers to maintain their activity, we commit to resolution times (SLA or Service Level Agreement) according to the degree of blockage (Blocking, Non-blocking and Minor), but also to precise results.

We appreciate the support offered by ACSEP, which commits to a resolution time rather than an intervention time. And that changes everything because it ensures the continuity of our activity!

Sébastien LENFANT, Head of the Logistics and Transport Department of the Swiss foundation PRO.

To do this, we provide you with IzyLine, our own ticketing tool that we can also interface with your internal tools.

We rely on a team of support professionals and technicians who handle requests with the utmost responsiveness, thanks to à la carte services for each of our customers. We adapt the time slots of our service to your needs and constraints.

We also produce statistics and reports to give you a precise view of your activity and the type of requests you make.

Today, we provide support for customers such as Boulanger, Cafom, DHL Supply Chain, ID Logistics, Samsung…