Customer service

a-SIS offers its customers complete assistance for the use and upgrading of installed applications. Our customer service with 50 engineers split into two departments, 'installed applications' and 'customer service' ensures the stability and the durability of the installed applications.

:: 2007, 600 evolutions were carried out on 300 sites
The department for installed applications follows and assists its customers to ensure the upgrade of the installed systems. It may modify existing functions, realize new functions, or suggest solutions corresponding to specific needs.
The department for installed applications engages to suggest solutions quickly, to test, and to ensure the reliability of the upgrades, and to install them on site without disturbing production.


:: quality requirements
The quality of the upgrades made is based on a strict customer service methodology from the beginning. At a-SIS sharing knowledge and the transfer of skills are based on functional and technical documentation and on internal training sessions about each customers specific processes.
Then, during software development, the customer is kept informed of the progress and receives a complete report after implementation. :: preventive and corrective maintenance
The customer service department ensures maintenance 24 hours a day, 7 days a week, from Monday to Friday on site and as an emergency service for weekends. Its function is diagnosis and offering technical assistance at two maintenance levels:

• Preventive maintenance, to reduce the probability of a system failure,
• Corrective maintenance, to correct manipulation errors or software failures as well as errors which could appear during operation. The strict organisation of the assistance ensures that 96% of the incidents are solved within an hour of the contractual receipt.

:: system monitoring
In addition to the software maintenance, a-SIS offers the control of the relational database and the daily control of the production and archive server operating system.

:: follow up tools
a-SIS has created a quality structure to ensure a fast, efficient incident processing. Thus each intervention request is received and identified by our call center before it is processed using our assistance tool available on the Internet. This ensures total request traceability for each customer who receives a detailed report when the incident is closed (by email).

:: A high-quality service
All upgrades are carried out by senior project managers and engineers with between 5 and 15 years' experience minimum, who are constantlyundergo language and technical detail training .

:: Multilingual switchboard
The calls, incident processing and all communication is available in French or English as well as in German and Spanish.

:: mastering solutions at the service of our customers
Toensure that our experience and our engineers' technical knowledge are made available to our customers, a customer expertise team exists to ensure steady monitoring of the logistic sites and the system users.