The DQE support department is run by a team of technical and functional experts who use Zendesk Customer Service software to manage ticket follow-up in an optimal way and ensure these tickets are processed as soon as possible. To reduce processing times and optimize the response time for certain requests, access to the Support platform has an FAQ (‘Frequently Asked Questions’) resource.
The objective of DQE’s support team is to respond to clients and partners’ requests within the time frames under the SLA (Service Level Agreement) for the contract signed.
Server technical supervision is provided 24/7 and functional support is accessible on working days from 8:00 a.m. to 6:00 p.m. DQE plans to extend the level 2 Support service by the end of 2022 to support the development of its activity abroad, among other things. A 24-hour on-call system is already in place for periods of high B2C activity, such as Black Friday for example, or on demand for occasional needs (product launch, large-scale communication campaign, etc.).
The many projects carried out by DQE have enabled the teams to acquire solid experience and develop strong expertise in supporting our customers, irrespective of the project’s specific features. Our Data Quality and Data Cleansing experts carry out projects in agile mode and adapt to the different problems that you may encounter.
Our real-time solution implementation projects are fast and can be carried out independently by the customer in just a few hours. DQE provides access to the existing connectors and deployment procedures in the different business applications.
Batch data processing projects require a few days’ integration. These projects can be carried out by integrators that configure our customers’ business applications, in particular in Salesforce environments.
The projects follow the same implementation methodology whether they are carried out by integrators or DQE’s teams.
Project launch meeting and Data Quality rule definition business workshops. Drafting and validating functional specifications.
Configuration of Data Quality processes and the deduplication and customer data quality analysis rules.
Support and assistance to customers throughout their DQE One project: Advice, Training, TPAM, Support.
Technical installation of test and production environments and drafting of the technical architecture file.
Deployment of the solution in a production environment, skills transfer and assistance with start-up.
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