proALPHA

In order to fulfil the customer’s expectations of immediate assistance in case of problems, an efficient service organization is required. The service at proALPHA, aligned as per ITIL, is centralized at the corporate head office in Weilerbach. Here, the call acceptance, call management and monitoring as well as a quick processing are ensured by the service desk and the level 1 support. The level 2 and level 3 support are located in the technical departments and the subsidiaries. With this structure it is ensured that the entire process is controlled by the service. For processing the calls, the necessary know-how of the standard software as well as the corresponding project knowledge is available in the subsidiaries located close to the customer.

All incoming calls and the individual processing steps of the concerned employees are logged into a central data base. By means of remote maintenance it is possible to enter into the respective customer installations and locate and eliminate problems quickly and efficiently. The constant optimization and the fine tuning of the service process make key figures possible which are obtained by evaluating the data in the call management. As a result the customer obtains a service network, which offers optimum competence and reaction rate.

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