The Control Tower
Teams dedicated to Quality of Service !
The Tower of Control Division closely monitors the Quality of Service provided to our customers, notably via industrial supervision systems for services operated by BPCE-IT 24/7 and end-to-end, centralized management of IT crises and business continuity, and communication with outsourced customers.
The Control Tower :
- Embodies a key player in the relationship with establishments by facilitating project relations, monitoring and evolutions of offers, in line with customer challenges.
- Leads the continuous improvement of BPCE-IT services.
- These multiple activities are supported by key technical foundations also operated by the Control Tower.
The Control Tower in a few key figures :
- + 2,120,000 incidents supervised per year
- 30,000 on-call calls
- + 2,000 published quality indicators
- A dozen business managers in charge of relations with banking institutions
They talk about our expertises !
Olivier Hervoir, Deputy General Director
"IS service quality and customer satisfaction are closely linked and are at the heart of our teams' concerns. Indeed, we are in a very competitive banking context (with traditional players and FinTech players) and the banking offer is constantly evolving. Our customers' expectations are high and demanding (for example, we need to be able to offer efficient and simple solutions on the move, provide fast and appropriate banking responses, enable ever more efficient processing times, etc.). Customer confidence is earned and maintained on a daily basis, especially with the growing influence of social networks... IT must be a "reliable and solid ally" of the sales teams and provide the best possible customer experience. In this context, our information systems must be very agile in order to adapt quickly and must function flawlessly on a daily basis."