Franck GAULTIER
At Optimum, the quality of service does not end with the implementation of our solutions. It continues every day through structured, responsive and transparent support. It is in this logic that we have set up a interactive after-sales ticket system, in order to optimize the processing of your after-sales requests and to improve your customer experience.
But in concrete terms, how does that work? And why is it more effective than a simple exchange by email or telephone?
What is an interactive service ticket?
An interactive after-sales ticket is a request for assistance from our technical teams.
This space is directly accessible from your Optimum car fleet management platform, via the “Help Center” button (see the question mark at the top right of your platform), then via the “Customer Service” button.
The latter allows you to access the creation of a new after-sales ticket or to consult thehistory of your previous tickets.
Each ticket:
- Corresponds to a specific request
- Receives a unique tracking number
- east assigned to the right team
- east plotted to full resolution
You can create a ticket for:
- A technical question concerning the hardware (case and/or accessory)
- The Optimum fleet management platform
- The Optimum Connect mobile app
- An installer appointment
- Your contract, your invoices
- Or any other questions
When you submit a request, your message is automatically transformed into a service ticket. This is then analyzed, prioritized according to the degree of urgency and assigned to the competent expert (technical, logistical, administrative, etc.).
As soon as the service ticket is created, you will receive:
- An immediate acknowledgement of receipt
- Notifications at each update and closing
- A complete history of exchanges
You can reply directly in the ticket thread, add attachments, or view the progress at any time until the case is resolved and closed. All exchanges and information will be stored in the “My requests” space.
Why is it more effective than an email or a phone call?
The after-sales ticket system has numerous advantages, for you as well as for us.
More traceability
- Each request is recorded
- No information is lost
- The history is preserved
Better reactivity
- The request is registered and taken care of as soon as possible
- It is directed to the right team
- It can be treated even if the expert is in intervention
Smart prioritization
Not all subjects have the same level of urgency, the system allows:
- To identify critical incidents
- Of prioritize blocking requests
- To plan optimization or configuration requests
A clear vision for you
The interactive after-sales ticket system allows you to benefit from perfect visibility on the progress of the work. You thus have:
- From a tracking number
- Of a clear status (open, in progress, pending, resolved)
- Full visibility on progress
Continuous improvement of the service
The ticket system allows our teams to:
- To analyze processing times
- To identify recurring requests
- To continuously improve our processes and tools
It is a key lever for guaranteeing a high and measurable level of service.
Our goal: to save you time
The interactive service ticket system is not just an internal tool.
It is a structured approach to:
- Facilitate exchanges
- Reducing processing times
- Secure the follow-up of requests
- Offer a more professional and transparent experience
At Optimum, we put technology at the service of your performance... including in our customer relationship!
