Remote support
Proactivity, responsiveness, availability, skills – Our call center teams are made up of retail and specialized commerce specialists. They understand their environments, constraints, and expectations.
From qualification to expert support to deployment support, our employees are specifically trained in the configurations and software used by our customers. They are supported by our knowledge bases and ticketing tools with the continuous objective of improving the quality of service and keeping solutions operational.
Fidélité client
Lifetime value
Engagement client
Personnalisation
Rétention client
Support for your IT environments becomes digital
Today, we see that
- We live in an increasingly digital world
- We live in an ever-changing professional world with a high impact of new technologies
- Our IT contacts need fast, summary, real-time information
ChapsVision supports you in your efforts to monitor the operational availability of your IT services.
Wherever you are, our support offering gives you quick and easy access to accurate, summary information about your mission-critical production environments.
Access your DASHBOARD in real time from your mobile, tablet or PC, to the information of your production.
Need to interact or exchange: collaborative messaging, allows you to “chat” with the support teams in charge of your environments.
All of this information is permanently available in real time on a secure environment dedicated to your brand in 365/24/7.
Anticipation and Proactivity
We have tools to proactively monitor client configurations to automatically detect anomalies and trigger qualified alerts.
Specialized teams of experts support critical incident resolution and interface with R&D teams. Equipped with cable distribution tools, they provide software updates, HotFixes, patches and new releases.
Examples of events analyzed:
- HW – CPU temperature, disk space, network access…
- Software: Event log, versioning, FDJ procedures, fences …
- Systems – utilization, response time, active processes…
- Parks: types, serial numbers, microcode versions …
The + product: Extended support features
- Hourly coverage 7/24/365
- Multilingual Trays
- Service Level Agreement
- Criticality Escalation Plan
- Use an incident knowledge base.
Les + retailer: A Tailor-Made Solution
- Service manager support for the customer, including reporting, metrics, steering committees, and continuous quality improvement
- Maintain subinventory and central systems in operational condition
- View indicators and incidents through a dedicated customer portal
- Software and hardware independence.
Key Data:
- 280,000 hotline calls/year
- 100 positions
- 60,000 services and streams monitored
- 1 location: Brest
Preparing for the future
Our solution offers a wide range of reports and dashboards measuring hardware performance and IT store availability. Powered by connectors gathering information from different hardware or systems, reporting allows you to compare multiple time periods to monitor the uptake and stability of IS. These reporting and Dashboards allow strategic management by anticipating an obsolescence of the central or local infrastructure within the brand.
Examples:
- CPU Load Too High
- Too much memory
- All Relevant Metrics
The + product: relevant reports and Dashboards
- Archiving of data collected for reporting production
- Customizable Reporting
- Synthetic dashboard showing performance metrics
- View global fleet or single element or metric
- Database Analysis and Optimization
The + retailer: a global vision of IS
- Anticipate hardware obsolescence
- Compare load across time periods with reporting
- Retain data to access history
Key Data:
- More than 300 metrics available
- Flexibility to create reporting or Dashboard
Incident Support and Resolution
Through our support centers, we provide ongoing incident management and tracking to resolution.
As part of ITIL recommendations, a “Single Point Of Contact” service manages and tracks all incidents with our teams handling them or transferring them to our customer-referenced partners. Our ability to support software solutions from multiple vendors simplifies the day-to-day and operational visibility of environments.
Les + Ensign: a retail expert team trained in your environments
- Implementation of procedures specific to the expectations of each brand
- Third-party tracking and traceability
- View incidents on a secure portal
- Using our ticketing tool or the tool referenced by the brand
- Building a Knowledge Base
- Detailed reporting across all measures
- Incident Analysis for Quality Improvement Recommendations
- Customize the IVR (for example, generalized single incident message).
An identified contact
The + service: a preferred point of contact for all recurring services
- Coordinates and facilitates communication between operational teams
- Facilitates various committees (management, steering, operational, follow-up)
- Tracks Quality of Service Indicators
- Implements the action plans required to successfully deliver
- Helps improve controls and indicators
- Provides solutions for optimizing or improving procedures.
Anyloyalty en 4 chiffres
2.5 Milliards
de transactions traitées annuellement par nos clients
7800
magasins connectés
40 000
postes d'encaissement pilotés
50ms
de temps de réponse du moteur de calcul d'avntages
UNIFIED COMMERCE FUNCTIONALITIES
OMS : order management system
Orchestrate the omnichannel management of your orders and avoid stock-outs
emerchandising &
searchandising
Enhance the user experience on your e-commerce site and in your shops
store
management
Manage the tasks inherent in shop management from your sales staff’s tablet