oles@ovh.net
04-12-2008, 16:08
Hello,
That's it! We arrived at the 6th news!
We speak here of 24/7 support, and secure payment method (as a service on the Web and at home) of MoM.
Support
- 10 months ago we changed the internal organization to improve support to our customers. We have divided the support:
- Business Council (Sale) "which offer to choose?"
- Technical advice (after sale) "how to update my dedicated server? "
- Incident (no points) "My server is down. I must repair it quickly. "
- In the "Board", we have increased the range opening French Support to "answer your questions." We can ask ourselves questions from 8:00 am until 20:00 from Monday to Friday then from 9:00 to 17:00 Saturday.
- At incident, we have established levels of intervention to "fix 24/7" in the best possible time (up to 30 minutes):
- Level 1: (Server unavailable, lacking equipment)
- Level 2: (abnormal service except level 3)
- Level 3: (Software, configuration, personalization)
We launched (in beta) telephone access to incidents 24/7, meaning that you can open a ticket incident and follow it with a human on the phone. You can do everything via the web interface.
- We have switched interface to support version 3 This allows us to better organize discussion and Ovh customer.
- Thanks to feedbacks from our customers, we believe that happens now better respond to ourcustomers questions and we have much reduced deadline to respon to customers. We are also more accessible, but we do not (yet) answers to questions 24/7 in all languages.
- We are entering the last phase of improving our support namely:
- Management of personalized relationship with customers
- Access to counseling and 24 hours incident response in all languages by phone and email
- For our larger customers and the prospect of establishment of the system of dealers, we put in place teams that will work on a "dedicated" basis to our customers. This means that each client has his interlocutor that won't change over time. It is believed that around March 2009 this will be established. We must strengthen our critical teams then establish internal organizations which ensure monitoring and timely resolution of customers problems.
- To respond to customers in all languages 24/7, we set up a new team that is currently undergoing training. It will be shown gradually for use with different languages and skills increasingly large. This is a very big project that will require many human resources, while remaining a human box where you want to come to work every morning and spend his nights. It will probably
be 6 months before you announce that the result seems to us acceptable and we ask you to grumble a good while to learn
what is wrong.
TPE secure payment (electronic payment terminals):
- We are working on the payment of our own (without intermediate) and we think that within 6 months the service will be finalized. We must interconnect with Visa to perform banking transactions with details that the customer has given us. there are several objectives:
- Better manage fraud
- Allow subscriber contracts across Europe and in all currencies
- Resell the service to our customers and accommodate paypal at the same level.
- We are working on secure payment in a double
Optical:
- The virtual TPE, ie a payment on WEB, you enter your credit/debit card number and the transaction is done.
- The TPE, you rent a real payment terminal, you enter your customer order number and you can collect with your credit/debit card number.
- Indeed, with telephony, private access and quality our infrastructure (with SDSL), while we can provide new services. We wish to propose a Complete packaging services that reduces the operating costs of your customers and have a window for all services that require communication with the outside world:
- WEB
- Email
- The phone
- Payment
In other words available to give your customers (a store or a shop or a bar or a restaurant or a bakery or garage) all the tools to bridge the gap between their usual activity (in reality) and that on the WEB. So you can increase the added value to your customers.
MoM
- We are preparing a new version that will integrate MoM with dedicated servers. As there was no features features for dedicated servers and rps, we wish release a version with these features in about 2 weeks. for instance to reboot the server in just one click.
Regards,
Octave
That's it! We arrived at the 6th news!
We speak here of 24/7 support, and secure payment method (as a service on the Web and at home) of MoM.
Support
- 10 months ago we changed the internal organization to improve support to our customers. We have divided the support:
- Business Council (Sale) "which offer to choose?"
- Technical advice (after sale) "how to update my dedicated server? "
- Incident (no points) "My server is down. I must repair it quickly. "
- In the "Board", we have increased the range opening French Support to "answer your questions." We can ask ourselves questions from 8:00 am until 20:00 from Monday to Friday then from 9:00 to 17:00 Saturday.
- At incident, we have established levels of intervention to "fix 24/7" in the best possible time (up to 30 minutes):
- Level 1: (Server unavailable, lacking equipment)
- Level 2: (abnormal service except level 3)
- Level 3: (Software, configuration, personalization)
We launched (in beta) telephone access to incidents 24/7, meaning that you can open a ticket incident and follow it with a human on the phone. You can do everything via the web interface.
- We have switched interface to support version 3 This allows us to better organize discussion and Ovh customer.
- Thanks to feedbacks from our customers, we believe that happens now better respond to ourcustomers questions and we have much reduced deadline to respon to customers. We are also more accessible, but we do not (yet) answers to questions 24/7 in all languages.
- We are entering the last phase of improving our support namely:
- Management of personalized relationship with customers
- Access to counseling and 24 hours incident response in all languages by phone and email
- For our larger customers and the prospect of establishment of the system of dealers, we put in place teams that will work on a "dedicated" basis to our customers. This means that each client has his interlocutor that won't change over time. It is believed that around March 2009 this will be established. We must strengthen our critical teams then establish internal organizations which ensure monitoring and timely resolution of customers problems.
- To respond to customers in all languages 24/7, we set up a new team that is currently undergoing training. It will be shown gradually for use with different languages and skills increasingly large. This is a very big project that will require many human resources, while remaining a human box where you want to come to work every morning and spend his nights. It will probably
be 6 months before you announce that the result seems to us acceptable and we ask you to grumble a good while to learn
what is wrong.
TPE secure payment (electronic payment terminals):
- We are working on the payment of our own (without intermediate) and we think that within 6 months the service will be finalized. We must interconnect with Visa to perform banking transactions with details that the customer has given us. there are several objectives:
- Better manage fraud
- Allow subscriber contracts across Europe and in all currencies
- Resell the service to our customers and accommodate paypal at the same level.
- We are working on secure payment in a double
Optical:
- The virtual TPE, ie a payment on WEB, you enter your credit/debit card number and the transaction is done.
- The TPE, you rent a real payment terminal, you enter your customer order number and you can collect with your credit/debit card number.
- Indeed, with telephony, private access and quality our infrastructure (with SDSL), while we can provide new services. We wish to propose a Complete packaging services that reduces the operating costs of your customers and have a window for all services that require communication with the outside world:
- WEB
- The phone
- Payment
In other words available to give your customers (a store or a shop or a bar or a restaurant or a bakery or garage) all the tools to bridge the gap between their usual activity (in reality) and that on the WEB. So you can increase the added value to your customers.
MoM
- We are preparing a new version that will integrate MoM with dedicated servers. As there was no features features for dedicated servers and rps, we wish release a version with these features in about 2 weeks. for instance to reboot the server in just one click.
Regards,
Octave