Customer Support Center

Your Customer Support Center for all IT Cases

Would you have believed it? We clear up most questions right away.

Internal IT service inquiries and error reports from employees are part of everyday corporate life. However, they also hinder core business, for they cost time and effort, interrupt the workflow, and take up capacities. We will ensure that your employees can concentrate on their actual work once again.

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Your benefits

ITIL-standardized processes
Site-independent, certified IT support in best time
Directly available, central contact people and immediate help via remote access
Reduction of IT costs
Proactive monitoring
Increasing of employee satisfaction and attention for core business

Sometimes, you need to go a little deeper

Our Customer Support Center (CSC) will handle complete IT support for you and is the central contact person and service desk. This way, we ensure that hardware, application, and system software problems do not fluster you.

Is the interplay of various system components not working smoothly? Our CSC team will find a solution – quickly and easily. You can reach us via a central telephone number. And it’s true: We clarify more than 60% of all inquiries right away.

„Since the year 2000, realtime AG has offered us reliable IT support with the CSC. It distinguishes itself particularly through its professionalism and service transparency. The extensive professional expertise and personal engagement of the CSC employees results in very great acceptance of the IT support by users at our company. With the separation of user service and hot line, we succeeded in further expanding our core competencies int he IT sector and also achieving greater efficiency from the business point of view.”

Helmuth BinderUntermehmensgruppe Theo Müller GmbH & Co. KG

This is what you can expect when you contact our CSC team

Experienced IT specialists will handle your inquiry immediately. If necessary, we will consult additional experts, so that even in case of unusually complex challenges, you will get a workable solution quickly. You can trace the status of your inquiry at any time using our call tracking system.
The CSC works with an ITIL-compliant tool, which you can use yourself if necessary. Regardless of what your internal IT environment looks like, you can use the services of the central service desk at any time.

IT certifications

Microsoft^® Certified IT Professional
(MCITP)
Microsoft^® Certified Technology Specialist (MCTS)
Microsoft^® Certified Professional (MCP)
Microsoft^® Office Specialist (MOS)
Zertifizierte Berater für SAP^® R/3 SD
ITIL v3 Foundation

CSC Portfolio

We work with the following standards while simultaneously dedicating ourselves to your needs.

Complete first level support
Second level support in selected areas
Account service
Security management
Infrastructure service (network, hardware)
Application service
Back-up and recovery
Mail service
Printing
Web service
Connectivity tools for mobile users/support of sales force employees

A service package tailored to your needs

Adjustment of the system to your needs and processes
Agreement on needs-based service level agreements
Quality assurance and process optimization according to ITIL requirements
Modern call-tracking system according to ITIL
Proactive monitoring and automatic escalation
Extensive and constantly-updated CSC knowledge database
Cost transparency and service overview thanks to clear documentation

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Your Contact

Bernd Wandel

Head of Customer Support Center
valantic ERP Services