“Renault Help Desk Managed by Atos Origin Hits 500,000 Call Mark”
Paris - March 1, 2002
In late 1999, French automaker Renault set up a help desk in partnership with Atos Origin to provide technical support for users of its information system. Established as part of Renault's commitment to streamlining its IT resources, the help desk recently handled its 500,000th call processed by Atos Origin technical experts.
Staffed by 70 experts who respond to 25,000 problems a month, Renault's technical support help desk features a two-tier organization:
> A "User Reception" service that takes incoming customer calls, verifies caller identity and location, records a description of the reported problem or requirement, conducts checks and applies first-level problem-solving procedures. At this stage, solutions are provided for 15% of the reported problems in less than two minutes.
> An "Instant Solution" service that delivers solutions via three separate groups. The "Work Stations" group handles generic problems concerning e-mail, printing and basic use of the Renault work station, while the "Vehicle and Digital Process" group handles Unix-related technical problems and the "Purchasing-Quality-Support" group deals with specific business application problems.
Technical experts leverage a Computer-Telephone Integration (CTI) system, problem- management software, a knowledge-base artificial intelligence system that lists recurrent problems and their solution processes, and remote connection tools. These resources enable them to meet the contract's stringent performance standards, which include answering 95% of calls in less than five seconds and solving 65% of problems in less than 60 minutes.
Thanks to these tools, the help desk operator immediately sees a display of data concerning the caller and a history of the previous calls made by the user. The technical expert assigned to solve the problem can connect to and operate the user's work station remotely via the help desk. Whenever necessary, operators can consult a data base listing the most frequent problems and methods for solving them.
Due to the wide variety of Renault's IT resources, the Atos Origin team applies a broad array of technical skills to rapidly satisfy user requests.
"The solution introduced by Renault and Atos Origin lets us re-engineer our support chain by providing systematic access to a single entry point enabling end-to-end supervision of problem management…," said Gérard Gendre, head of Renault's Call Center, Telephony and Videoconferencing (CATV) Department.
Atos Origin employs nearly 250 technical experts in its Outsourcing Division at five processing centers in France to manage help desk operations, which were ISO-9001 certified in 1999. According to a study by Pierre Audoin Conseil, Atos Origin's desk-top asset outsourcing business is the second-largest in France, generating EUR 53.5 million in sales in 2000.
After restructuring its IT Purchasing Department in early 2001, Renault selected Atos Origin as one of its ten priority service providers.
About Atos Origin
Atos Origin, a leading e-services provider, enables clients to turn their objectives into value-driven results through effective use of consulting, systems integration, e-business and IT outsourcing solutions. The company employs some 27,000 people in more than 30 countries worldwide, with annual sales of more than EUR 3 billion. Customers include ABN-Amro, Alstom, BNP Paribas, Euronext, FIAT, ICI, Lucent Technologies, Philips, Renault, Saudi Aramco, Shell, Unilever, Vivendi Universal and Wolters Kluwer.
+ 33 (1) 49 00 96 33
Anne de Beaumont
Tel: + 33 (0)1 49 00 96 42
Renault reported 2000 consolidated revenues totaling EUR 40,175 million, with production of 2.5 million vehicles and net income in excess of EUR 1 billion. The Renault Group currently markets the Renault, Dacia and Samsung brands, which generate 64.5% of their sales outside France. Renault was the leading brand in Europe for the third year running with a market share of 11% and the Renault-Nissan Alliance is the world's fourth-largest carmaker with a global market share of 9.2%.