Global solutions
of services managEs

GLOBAL SOLUTION FOR MANAGED SERVICES

Operator or integrator, outsourcer, maintainer or consultant, the Interway Group supports you from the study of your needs to the deployment, support and operation of defined and adapted solutions based on a global range of managed services delivered under the SESAM brand.

SERVICE DESK

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

The objectives of our outsourcing:

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

Maintenance

The time to operational reconditioning and customer satisfaction are the major challenges of maintenance.

We are doing everything we can to reduce this uptime by:

Real-time intervention management,
A network of technicians spread over the national territory
Geolocation of these for better responsiveness.

The support integrated into the continuous training of our technicians makes it possible to guarantee constant improvement in the quality of our interventions in an end-user perception logic measured through our satisfaction surveys.

Deployment project

Each project is supported and managed by a working group made up 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.