Interway offers its partners the provision of service centers oriented towards business / end user satisfaction, the operation of which is based on ITIL best practices. Our desk services are integrated as SPOC (single point of contact), over extended coverage ranges, in an omnichannel and multilingual context. They guarantee the support, the end-to-end follow-up and the analysis of any type of solicitation.

The priorities of our support department:

• First call resolution rate
• Autonomy rate
• Analysis and reporting
• Anticipation and Communication

Our outsourcing objectives:

• Reduced waiting, processing and resolution times
• Gain autonomy for users
• Monitoring and analysis
• Continuous improvement / progress plan
• Proactivity

Operational readiness and customer satisfaction are the major challenges in maintenance.

We do everything we can to reduce this uptime thanks to:

• Real-time intervention management,
• A network of technicians spread over the country
• Geolocation of the latter for better reactivity.

The support integrated into our technicians’ continuing training ensures the constant improvement of the quality of our interventions, in line with the end-user perception measured through our satisfaction surveys.

Each project is supported and managed by a working group composed of a project manager, a Service Delivery Manager (SDM), and technical experts.
Adopting a rigorous and proven project methodology, we put in place all our know-how to support our customers on a daily basis.

IT managed services via its level 2 and 3 skills centers available 7 days a week and 24 hours a day.

• Supervision of network instances
• Operation of your infrastructure
• Administration

True partner, expert and consultant on the best technological choice, whether on owned or third-party solutions, we support you in a simplified logic:

• Guarantor of technical choices and their integration
• Guarantor of current and future good practices
• Thanks to our expertise and certification on technologies