Customer service: How to reach us

Whether in person or online. We can help you with any questions or technical challenges

Customer & Support

Trained specialist personnel even at first level

Our support concept includes on-the-job training. This enables us to process your inquiries quickly and reliably.

 

First-call resolution rate of over 85%

The first-call resolution rate is one of the most important key figures for the service desk and therefore also for incident management. It expresses the proportion of reported faults or incidents that are resolved or dealt with without further escalation.

 

 

First-Level-Support

First point of contact and single point of contact. Contact is made either via a ticket system, e-mail or telephone. Most support issues can be resolved quickly by trained personnel in first-level support (multilingual, German and English, trained specialists).

 

Second-Level-Support

Second-level support assists first-level support by taking on more complex requests.

 

Third-Level-Support

Third-level support is made up of specialists from individual departments.

 

Incident Management

With the increasing number of threats, companies are faced with an unprecedented level of risk. Incident management reduces this risk by enabling us to identify and resolve incidents more quickly. Incident management is the most effective way to initiate an immediate response and prevent costly downtime.

 

Service Level Agreement

Service level agreements are the basis for evaluating a service relationship. You can view our SLA directly under the following link. SLAs are also used as a control and quality assurance instrument.

Multilingual service

German, English and other languages on request.

 

SPOC (Single Point of Contact, zentraler Anlaufpunkt)

Our helpdesk represents the SPOC in the model. The SPOC is the interface for communication with you as the customer.

 

 

Mobility Manager

 

Availability by telephone

Operating hours

09:00 am - 17:00 pm  

Extended operating hours

On request

 

Helpdesk / fault reporting

 
E-Mail    

Contact form via remoso.com

   
Phone    
Ticket system

On request

 
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