Escalation process
- Maëlis CANO
INFORMATION
Type | Information |
|---|---|
Target audience | Customers |
Theme | ProConcept SA organization |
Context | The escalation process allows to identify easily the right contact person for a specific context or request. |
Introduction
It is primordial for us to solve your problem as quickly and efficiently as possible.
However, in order to optimize your request’s process, you have to help us by assigning it to the right contact(s).
In order to do so, we have set up an escalation process which will enable you identifying the recipient of your request.
Clipper
Do you need information about Clipper Software ?
Please contact : +41 58 855 68 19
01. In which part of the ProConcept ERP lifecycle do you fit?
02. Which contact is the most appropriate to answer your question ?
Escalation
If you don't get an answer, please refer to the level above your caller's code.
Services
Level | Code | Means |
|---|---|---|
1 | ESC-PS-10 | Please go to our customer portal and enter a request on the Consulting portal. More details here (FR for now). |
1 | ESC-PS-20 | Please reach the project director in charge of project. |
1 | ESC-PS-30 | Please go to our customer portal and enter a request on the Consulting portal. More details here (FR for now). |
2 | ESC-PS-11 | Our Team lead "Business Process Services" team will be happy to help you, depending on the product concerned. |
2 | ESC-PS-21 | Our Senior Lead "Business Process Services", Alexandre CRETTOL is at your service (alexandre.crettol@forterro.com) |
2 | ESC-PS-31 | Our Team Lead "2nd Line Customer Support", Yann ANDRAUD, is at your service (yann.andraud@proconcept.ch). |
3 | ESC-PS-90 | Our Senior Lead "Business Process Services", Alexandre CRETTOL is at your service (alexandre.crettol@forterro.com) |
Administratif
Level | Code | Means |
|---|---|---|
1 | ESC-ADM-10 | Our administrative team is at your service +41 58 855 68 68 |
2 | ESC-ADM-90 | Our financial controller Fabrice HALD, is at your service (fabrice.hald@forterro.com) |
Sales
Niveau | Code | Moyen |
|---|---|---|
1 | ESC-SAL-10 | Our sales department is at your service |
2 | ESC-SAL-20 | Your Account Manager is at your service |
3 | ESC-SAL-90 | Our Senior Lead "Business Development", Laurent DUBOIS, is at your service (laurent.dubois@proconcept.ch) |