In the field of Professional Support and Customer Relationship Management it is important to identify the customers and to take care of their inquiries quickly. The customers like to be recognized, and each customer expects the Customer Support to know what equipment he has, his technological context and his former inquiries. The customers' expectations correspond to the needs of the experts in your company: in order to perform efficiently, each expert needs to receive all relevant information about a customer and his inquiries, directly and fast. Further, each expert needs to be able to search into the Solutions Base to give the correct answer immediately. The Global e - line solutions bases make it possible to give the highest quality and by finding the answer immediately. There is no waste of time for the customer, your company saves time, and the support becomes less expensive. A solutions base allows memorizing the inquiries and the answers, thus capitalizing the knowledge. In this way, each agent or expert capitalizes the knowledge, shares it and contributes over time to improve his own efficiency.

Technology
Global e - line has full web architecture. Our R&D teams use the most advanced development tools and technologies: Java script, Active Server Pages, DHTML, XML... Global e - line is a software package entirely based on MS Back Office: NT, SQL Server, MS Information Server (HTTP server) and Index Server (for the solutions base).

BusinessLine is especially fit for the Professional Support world concerned with the use and maintenance of computer hardware and software. The solid background of our consultants and engineers allows us to offer this know-how in our own Customer Service, in order to be completely in control of this activity, improving the error detection system, the malfunction reports and the control of the interventions, but also to implement the preventive analytic solutions that are necessary in the preventive maintenance.

Pre-Sales Advice

BusinessLine has specialized personnel in the fields of Customer Service & Support software development and implementation. Our consultants, motivated to provide our customers and our partners with the products and services they need, can take action in the following areas of competence:
- Needs analysis
- Drafting of terms of reference or the technical and operational tenders
- System Assessment

If you wish to get in touch with a consultant in order to receive advice on a CRM project, please fill in the Information Request form.

Global e - line Implementation Planning

The process of integrating the software package Global e - line requires human resources if it is to be a smooth satisfactory process for all participants in this strategic operation: end users and project managers alike.

For several years, we have continuously improved our implementation procedures, taking into account our customers specificities. This procedure, based on a default configuration, is adapted according to the need of each customer: it is agreed upon during the project Launch Meeting with the project managers in charge of the projects.

Launch Meeting
A Launch Meeting unites all the people implicated in the project, decision-makers and others. The meeting aims to present a list of necessary actions, to establish the temporal and practical relationship of these actions, and to define an agenda. The goal is also to establish the roles of the actors, to clarify the mutual responsibilities and define the means of communication to be set up between these actors (reporting, procedures for follow-up on problems, evolution requests, etc.)

Check-up of Technical Requirements
Before proceeding with the installation of Global e - line, our first mission is to assure that the technical requirements are met.

Creation of Test Sites
When we install Global e - line for one of our customers, it is our principle to create several bases. The first is a reference base, generated according to our services. It is based on the default configuration and representative data. This is the first base, which is used as reference throughout the project. Then we generally create 3 other bases. One of these bases is put at the disposal of the users-to-be, in order to permit them to get acquainted with the new application. The second is used by the managers to create the prototype, and the third and last base becomes the final, operating base.

Introduction to Configuration
Once the software is installed and the configuration has been done, the time comes for implicating all the actors in the project. A comprehensive demonstration of the software is then carried out for a representative group of users and managers. The different possibilities of configuration are exposed (within the framework of the predefined configuration of the base). The goal of this presentation is to unite the ideas coming from the experts, to expose these ideas to the managers, and to find experts who wish to get involved in the configuration and set-up processes. Afterwards it will be convenient to unite these participants on a regular basis, to make sure that they validate and approve each step of the configuration process and that they contribute to it. It is our experience that the ideal composition for these "think tank" and planning sessions is one system manager, one operational manager and one expert from each level (going from the hotline team to the consultants in the field).

Configuration Customization and Prototype Creation
This mission is a result of the previous step, but it is exclusively executed in cooperation between a consultant from BusinessLine and the customers' operational manager. The consultants' mission is to train the manager in configuration issues, to assist him (or her) in the implementation processes and give advice concerning the consequences of the possible configuration options. For instance, the BusinessLine consultant will help the manager to display data in a drop-down menu instead of an ordinary text field, furthermore opening up for the possibility of extracting statistics concerning the data contained in the field at a later moment. This presentation is spread out over a longer period, in order to allow the manager to get accustomed to the base, and discuss the options with other persons impacted by the project (technical administrators and future users). The consultant from BusinessLine will regularly come back to check-up on the quality of the customized configuration, to guide the manager and continue the knowledge transfer. The goal is considered achieved when the manager is capable of presenting a prototype of the customized software to a representative group of experts and managers. Then it is time to take into account the new needs, before putting the software package into operation. This phase is over when the different actors have approved the functional aspects.

Test and Validation
The final validation is done by the client once the different audits have been done (installation validation, functional validation). The final validation is a result of a test phase, which reviews the correct functioning of the customized software, and monitoring the know-how acquired by the people impacted by the project.

Implementation Assistance
The moment of "turning the key" is always very delicate. We perceive the participation of one of our technicians as a reassuring component in the process, even after the final validation, tests and audit, since it is important to monitor the applications stability and the attitudes of the new users when the application is put into operation.

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After-Sales Service & Support

Already a BusinessLine customer? Please visit the Customer Support.

Specialized in multi-site support centers with a strong strategic dimension, BusinessLine has developed the appropriate technical and human infrastructure. We have at our disposal the computer technologies, electronic equipment and communication infrastructure that is needed to establish contact, make conference calls, support and distribution of software and documentation without need of physical transfer. These means have shown their efficiency for all BusinessLine customers in France, on strategic applications and especially with customers like the telecom operators who frequently need service outside the normal working hours (and sometimes in several languages). BusinessLine organizes the human resources in order to make sure that the opening / closure time is adapted according to the customers' needs, the mobility, the response time and the stability of the teams which is necessary for successfully putting into operation a support software, in the custom configuration phase as well as in the after-sales support phases.

An experienced support team is ready to help you. Our customers can contact the customer support by telephone, e-mail, fax, internet... The levels of response, quality, security and reliability that you expect from us are at the very heart of our engineers and consultants' business.

Each day, our support teams work to assure our goals:

Constant, strong, service minded spirit
Responsibility, individually and collectively carried
Technical competences according to your needs
Permanent response to maintain the speed of our interventions

Our support team uses our help desk software Global e - line. If you are already a BusinessLine customer, you can log on to your personal account to ask questions 24 hours a day from Monday through Sunday.

BusinessLine supplies strategic personalized support services for the clients. These services aim to assist the clients in the maintenance and assure the availability of the applications created for the Global e - line platforms. These support services give the operating informatics teams and the user support teams high level performances, compatibles with our clients service constraints (physical intervention on sites, outside normal work hours, etc.) including the high level technical expertise (definition of physical technological infrastructure, test of increased load when putting into operation, bench-marks) and functional expertise (definition of the trade or business procedures, EAI integration).

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