Help Desk

A professional call center is available for all of our customers. Complaints management is organized at 3 levels.

Level 1 is operational upon receipt of a call or e-mail from a customer. The first support is online, with an operator trying to solve the problem remotely. A ticket is automatically opened in the OTRS tool in order to track the processing time of each complaint. For each open ticket whose deadline exceeds the required standard, an escalation is made to General Management.

Level 2 is the intervention of technical field teams. This is done when online support cannot solve the problem reported by the customer.

Level 3 is carried out in extreme cases. When all of the interventions do not bring satisfactory results, the Technical Department studies new ways of offering service to the customer. Global Broadband Solution does not hesitate to invest in solutions that are always at the cutting edge of technology to satisfy you.

To guarantee our proactivity at all levels of technical bodies, a network performance report is sent daily to the Technical Department and the Customer Department with all the elements on network performance.

Each week, a consolidated report is presented to the Management Committee with a view to reviewing customer satisfaction objectives.

Whenever there is a failure on our network, all those involved in the chain of command and execution are automatically alerted by SMS and email. This provision makes response times much shorter on one or another part of our telecommunications infrastructure