Customer Care
BS-Team understands the need to establish a relationship of trust with its customers, in order to have better communication for both follow-up and incident resolution. At BS-Team, we go the extra mile to exceed our customers' expectations. Customer Care is the department dedicated to managing customer relations for support requests relating to Microsoft products. It is the image of the company, as well as the first point of contact for any customer. It also answers to the company's support line. Every customer has a very high level of satisfaction, requiring resolution as soon as possible. BS Team has a dedicated team of customer service experts, with a competent manager with 14 years' experience in the field, and a personality passionate about delivering quality service.
Function purpose
The main function of Customer Care is to handle all support requests.
It also includes the following responsibilities:
- Manage internal coordination with project & solution team for support
- Resolve 1st-level incidents
- Provide 2nd level support to the project team
- Organize maintenance follow-up
Specific tasks
Customer Care is responsible for the following specific areas:
- Open support request tickets, follow up and resolve them
- Create and assign tasks in PSA for the CC, Team Leaders and consultants
- Responding qualitatively to customers by email and/or telephone
- Maintain the customer database in CRM
- Ensure maintenance planning and follow-up, both internally and with the customer
- Answering calls on the Customer Care line
- Answering calls on the BS-Team main line (backup/vacation)
- Create and update the knowledge base and wiki
- Ongoing training in Customer Care best practices
- Maintaining customer relations
Hours of availability
We operate on working days as standard.
Depending on your needs, we can intervene outside office hours, on weekends and public holidays.
BS-Team makes every effort to ensure that Customer Care is available during office hours.
As soon as a ticket has been created and validated, we guarantee that a member of staff capable of solving the problem will take charge of the request and begin to resolve it within the timeframe agreed for the chosen package.
Support Pack
BS-Team offers three support packages:
For companies and organizations that need an extra level of support when problems arise with solutions and/or equipment in production.
For companies and associations with business-critical solutions and services.
The availability of your services increases user satisfaction.
Provides all the guarantees of service-related support in a business-critical environment for demanding companies and organizations.
You benefit from top-of-the-range service.
Microsoft product coverage
The details of support coverage should be discussed with the customer, during the negotiation that precedes the commercial offer.
BS-Team offers support for all of the following technologies:
- Sharepoint
- Office 365 / M365
- Dynamics 365
- Power App
- Power Platform
- Power BI
- Datas
- Digital Workplace
SLA levels
The customer chooses his SLA level for each of his requests and according to his needs, from one of three possibilities:
The problem will be dealt with as soon as possible, but no later than 4 working hours – office hours – after the incident has been reported to our Customer Care department.
The problem will be dealt with as soon as possible, but no later than 8 working hours – office hours – after the incident has been reported to our Customer Care department.
The problem is dealt with as soon as possible, depending on team availability.
Portal access
Access to our Customer Care Portal is reserved for our customers and can be found below: BS-Team Customer Care Portal