"We have noticed that the analysts on the help desk have been able to solve several problems at once because they now have access to information which is more relevant."
The Company
Belgacom SA, headquartered in Brussels, is the leading supplier of global telecommunications solutions on the Belgian market. The Belgacom Group mainly offers local, inter-city and international voice and data services, cellular telephone services, satellite services, carrier services and all Internet-related services. Through Belgacom Skynet, it is the main provider of Internet access services in Belgium, with one of the highest DSL broadband penetration rates in Europe.
Did You Know?
Belgacom SA was launched in 1992, and at the time was challenged by the daunting task to transform the former state operator into a modern, high performance company. It met the challenge, and today is the leading supplier of global telecommunications solutions in the Belgian market.
The Need
Belgacom's need was two-fold: the Company needed a service and support standard for both internal help desk support, as well as a platform to provide customer service and technical assistance to its booming Belgacom Skynet hi-speed internet service subscriber base. Internally, more than 19,000 Belgacom employees contact the IT support help desk on a regular basis, and the volume of contacts had grown to 25,000 queries a month. For the millions of Belgacom Skynet dial-up and broadband DSL customers, Belgacom's desire was to extend a trouble-free broadband experience to its customers right from the start. On both ends, a key requirement was the ability to integrate with its existing systems, and the software had to be available in English, French and Dutch, to meet the language needs of Belgacom customers and employees.
The Solution
Belgacom uses SupportSoft for both internal employee support and as a service platform for its broadband customers. SupportSoft's solutions provide enterprise-wide support of Belgacom's employees. It's Belgacom's primary support portal and provides 18,000 employees with highly personalized self-service solutions spanning 3 languages and 200 unique business applications. SupportSoft's Knowledge Center helps 2,500 Belgacom support professionals more accurately address an estimated 25,000 employee help requests for assisted-service per month. Belgacom Skynet DSL customers benefit from SupportSoft's SmartAccess™ software, which automates the installation of broadband service, combined with SupportSoft's Service Automation Suite™ for ongoing support.
