oles@ovh.net
12-04-2008, 04:08 PM
Hello,
That's it! We arrived at the 6th news!
We speak here of 24/7 support, and secure payment method
(as a service on the Web and at home) of MoM.
Support
- 10 months ago we changed the internal organization to
improve support to our customers. We have divided the
support:
- Business Council (Sale) "which offer to choose?"
- Technical advice (after sale) "how to update my
dedicated server? "
- Incident (no points) "My server is down.
I must repair it quickly. "
- In the "Board", we have increased the range opening
Support to "answer your questions." We can ask ourselves
questions from 8:00 am until 20:00 from Monday to Friday
then from 9:00 to 17:00 Saturday.
- At incident, we have established levels
of intervention to "fix 24/7"
in the best possible time (up to 30 minutes):
- Level 1: (Server unavailable, lacking equipment)
- Level 2: (abnormal service except level 3)
- Level 3: (Software, configuration, personalization)
We launched (in beta) telephone access to incidents
24/7, meaning that you can open a ticket
incident and follow it with a human on the phone. You
can do everything via the web interface.
- We have switched interface to support version 3
This allows us to better organize discussion and Ovh
customer.
- Thanks to feedbacks from our customers, we believe
that happens now better respond to ourcustomers questions
and we have much reduced deadline to respon to customers.
We are also more accessible, but we do not (yet) answers to questions
24/7 in all languages.
- We are entering the last phase of improving our
support namely:
- Management of personalized relationship with customers
- Access to counseling and 24 hours incident response in all
languages by phone and email
- For our larger customers and the prospect of establishment
of the system of dealers, we put in place
teams that will work on a "dedicated" basis to our customers.
This means that each client has his interlocutor that
won't change over time. It is believed that around March 2009 this
will be established. We must strengthen our critical teams
then establish internal organizations which
ensure monitoring and timely resolution of customers problems.
- To respond to customers in all languages 24/7,
we set up a new team that is
currently undergoing training. It will be shown gradually
for use with different languages and skills
increasingly large. This is a very big project that will require
many human resources,
while remaining a human box where you want to come
to work every morning and spend his nights. It will probably
be 6 months before you announce that the result seems to us
acceptable and we ask you to grumble a good while to learn
what is wrong.
TPE secure payment (electronic payment terminals):
- We are working on the payment of our own (without
intermediate) and we think that within 6 months the service will be
finalized. We must interconnect with Visa
to perform banking transactions with details
that the customer has given us. there are several objectives:
- Better manage fraud
- Allow subscriber contracts across Europe
and in all currencies
- Resell the service to our customers and
accommodate paypal at the same level.
- We are working on secure payment in a double
Optical:
- The virtual TPE, ie a payment on
WEB, you enter your credit/debit card number and the transaction
is done.
- The TPE, you rent a real payment terminal,
you enter your customer order number and you can collect
with your credit/debit card number.
- Indeed, with telephony, private access and quality
our infrastructure (with SDSL), while we can
provide new services. We wish to propose a
Complete packaging services that reduces the
operating costs of your customers and have a window
for all services that require communication
with the outside world:
- WEB
- Email
- The phone
- Payment
In other words available to give your customers (a store
or a shop or a bar or a restaurant or a bakery or
garage) all the tools to bridge the gap between their usual activity
(in reality) and that on the WEB.
So you can increase the added value to
your customers.
MoM
- We are preparing a new version that will integrate MoM
with dedicated servers. As there was no features
features for dedicated servers and rps, we wish
release a version with these features in about 2
weeks. for instance to reboot the server in just one click.
Yours
Octave
That's it! We arrived at the 6th news!
We speak here of 24/7 support, and secure payment method
(as a service on the Web and at home) of MoM.
Support
- 10 months ago we changed the internal organization to
improve support to our customers. We have divided the
support:
- Business Council (Sale) "which offer to choose?"
- Technical advice (after sale) "how to update my
dedicated server? "
- Incident (no points) "My server is down.
I must repair it quickly. "
- In the "Board", we have increased the range opening
Support to "answer your questions." We can ask ourselves
questions from 8:00 am until 20:00 from Monday to Friday
then from 9:00 to 17:00 Saturday.
- At incident, we have established levels
of intervention to "fix 24/7"
in the best possible time (up to 30 minutes):
- Level 1: (Server unavailable, lacking equipment)
- Level 2: (abnormal service except level 3)
- Level 3: (Software, configuration, personalization)
We launched (in beta) telephone access to incidents
24/7, meaning that you can open a ticket
incident and follow it with a human on the phone. You
can do everything via the web interface.
- We have switched interface to support version 3
This allows us to better organize discussion and Ovh
customer.
- Thanks to feedbacks from our customers, we believe
that happens now better respond to ourcustomers questions
and we have much reduced deadline to respon to customers.
We are also more accessible, but we do not (yet) answers to questions
24/7 in all languages.
- We are entering the last phase of improving our
support namely:
- Management of personalized relationship with customers
- Access to counseling and 24 hours incident response in all
languages by phone and email
- For our larger customers and the prospect of establishment
of the system of dealers, we put in place
teams that will work on a "dedicated" basis to our customers.
This means that each client has his interlocutor that
won't change over time. It is believed that around March 2009 this
will be established. We must strengthen our critical teams
then establish internal organizations which
ensure monitoring and timely resolution of customers problems.
- To respond to customers in all languages 24/7,
we set up a new team that is
currently undergoing training. It will be shown gradually
for use with different languages and skills
increasingly large. This is a very big project that will require
many human resources,
while remaining a human box where you want to come
to work every morning and spend his nights. It will probably
be 6 months before you announce that the result seems to us
acceptable and we ask you to grumble a good while to learn
what is wrong.
TPE secure payment (electronic payment terminals):
- We are working on the payment of our own (without
intermediate) and we think that within 6 months the service will be
finalized. We must interconnect with Visa
to perform banking transactions with details
that the customer has given us. there are several objectives:
- Better manage fraud
- Allow subscriber contracts across Europe
and in all currencies
- Resell the service to our customers and
accommodate paypal at the same level.
- We are working on secure payment in a double
Optical:
- The virtual TPE, ie a payment on
WEB, you enter your credit/debit card number and the transaction
is done.
- The TPE, you rent a real payment terminal,
you enter your customer order number and you can collect
with your credit/debit card number.
- Indeed, with telephony, private access and quality
our infrastructure (with SDSL), while we can
provide new services. We wish to propose a
Complete packaging services that reduces the
operating costs of your customers and have a window
for all services that require communication
with the outside world:
- WEB
- The phone
- Payment
In other words available to give your customers (a store
or a shop or a bar or a restaurant or a bakery or
garage) all the tools to bridge the gap between their usual activity
(in reality) and that on the WEB.
So you can increase the added value to
your customers.
MoM
- We are preparing a new version that will integrate MoM
with dedicated servers. As there was no features
features for dedicated servers and rps, we wish
release a version with these features in about 2
weeks. for instance to reboot the server in just one click.
Yours
Octave