Challenges
Our customer wanted to combine Service Desk activities with Workstation Deployment and Proximity activities within a single service and through a fixed-price outsourcing contract. This implementation was accompanied by a strong desire to industrialise and modernise the performance of these activities, and thus improve the user and partner experience.
The service covers France, and should be able to evolve to support the Group’s international expansion.
A high level of visibility was expected in terms of support capabilities for industrialisation and internationalisation.
A response based on 3 pillars
As an integrator and operator of information systems, recognised for its positioning as a tailor-made industrial company, Consort France has embarked on the transformation with a constant concern for perceived quality, positioning the User Support Service as a showcase for the IT Department through the excellence of the quality of exchanges with users and the improvement of their experience.
All the contractual, financial and SLA commitment mechanisms have been used to control costs and support the deployment of international scopes.
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A User Centric approach
enables us to enhance the quality of user relationship by taking account of user’s experience and context.
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Uniformity on all fronts
is achieved by adopting an end-to-end, 360° vision. This includes standardising the support chain, centralising knowledge and omnichannel capabilities, to deliver a seamless service.
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Proactivity as a core target
enables us to offer users an ‘outgoing’, hybrid and innovative service, as part of a continuous improvement approach made visible by a shared progress and transformation plan.
A "run" service as much as a construction service
Consort France carried out both the transformation and the run of an end-to-end support service, with a 360° view of the user and a constant aim to improve the user and partner experience.
Empowerment
Empowerment offers internal and external users the means to increase their autonomy by implementing self-care solutions. By doing so, they can find the answer to their needs and the solution to their incidents and requests on their own.
Digital WorkplaceAutomation
Automation helps to meet the need for optimisation, improve service quality, enhance agility and control budgets.
Digital WorkplaceRobotisation
Robotisation automates the management of a large number of technical tasks through recent technological developments.
RPAIndustrialisation
Industrialisation, by bringing together Service Desk, Proximity and Deployment activities, results in an overall improvement in end-to-end monitoring and offers gains in terms of massification.
Digital Workplace10
years of collaboration
24/7
Service available 365 days a year, 24 hours a day
2600
users employees supported
550
partners addressed, commercial and e-commerce
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