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Support


oles@ovh.net
09-23-2010, 02:58 PM
Hello,
For 2-3 years, OVH has made the various changes for organising support. All this in order to accommodate the support needs of our customers. We improved the quality of technical and commercial support, but all problems are not solved yet.

The last note of these developments will lead to the development of a (real) sales support. Strange as it may seem, OVH has never really had commercial support and no sales force. Our (commercial) efforts can be summarised as providing "better for less" and therefore are based on technological innovation that you sell out and if the client contacts us, our job is purely "Functional". To run deals, that's our job.

With telephony, we felt the need for an "emotional" relationship with the client and it will be even more true with
access to the Internet, ADSL, SDSL. Especially because we seek business customers who need tools to work or to work in teams. At the same time, the GS (Global Solution) WEB hosting offers work well.

We also have a lot of customers who are waiting for our Private Cloud Computing and the Managed version. Finally, we wish to establish (finally) a relationship with resellers who are not based solely on price. We stopped the ovh.biz project in order to move towards a less virtual relationship where OVH can build a business relationship.

Therefore we decided to create a new purely commercial team. Approximately 40 people (previewed February 2010), will work in Lille at EuraLille on the 16th floor (an impressive view of Lille), 1 minute to the TGV station. In this framework, we can establish
trade relations with those who want to see us as a partner for those where virtual contact, by email or phone, is not enough. Sometimes a hand shake is worth more than miles of emails to read.

From the telephony and email side, you'll only have one number (like 10XX short and free) for all OVH questions. Commercial, technical or incident. We will therefore remove the toll number (from January 2011, as soon as the team is fully operational in Lille). Visibility and ease of use support should be improved for all customers but retailers are going to finally have full tracking but mostly enjoy the whole prospect of having such close geographical contact with OVH.

The current support team's at OVH, commercial, technical and incident, will of course remain at OVH. The people who have experience in OVH for several years will develop VIP support for important customers. This VIP support will be the only paid support at OVH (600/year). It will allow for technical and personal treatment of each customer with further monitoring in terms of tailoring to their specific needs, both in new challenges and in the daily work. The advantage of this support is that it will remain 5 meters from all the dev and adminsys teams @ OVH here in Roubaix Valley.

The development of support, in 5 lines:
- A single free telephone number for support
- No premium rate number
- A sales team for all questions both via email or verbally by phone
- Support for resellers
- Paid support for VIP customers and key techniques that need very technical and / or customised answers .

So that's the development of our support in France. After we set it up in Lille, we will begin deploying this organization in the subsidiaries. The goal is that OVH will have the best commercial support in Europe (and the most innovative technical responses as possible. OVH is not changing its front, but growing an arm it never had before ... ).

In parallel, after the offices of Lille, we expect to set-up in Lyon, Bordeaux, Rennes and of course Paris. The idea is to create strong reaction centres and rely on resellers to work on the ground with our customers in each region (in France and Europe).

Regards
Octave