European Helpdesk launched by EADS Matra Datavision

European Helpdesk launched by EADS Matra Datavision

Keywords EADS Matra Datavision, Help desks, Europe

In its bid to become the premier supplier of solutions and services to Europe's engineering sector, EADS Matra Datavision has launched a major technical help initiative for its customers in Europe (covering UK, France,Germany, Italy, Benelux and Switzerland). Operating from Paris, and interfacing with local support from the UK headquarters in Coventry, EADS Matra Datavision's new European Helpdesk provides a choice of flexible packages to help customers maximise their investment in technology.

With the goal of improving user productivity, the European helpdesk comprises four levels of service gold, silver, advantage and Web plans. These different levels enable customers to invest in the right support for them – with the guarantee that the service will meet their individual requirements.

"We understand that each of our customers has specific requirements,which means that they each need different kinds of support at different times",explained John Kitchingman, operations director for EADS Matra Datavision in the UK. "This support may vary from local to international assistance: from Web-based databases to on-site technical assistance and from complex queries to simply downloading workarounds. By introducing the European Helpdesk, we are now able to give a personalised service as well as access to a wider range of EADS Matra Datavision expertise."

The European Helpdesk is a 20-strong team of engineers and consultants, each with extensive knowledge of leading CAE technologies, including CATIA, EUCLID,CADDS 5, ENOVIA, DELMIA and SMART Solutions. Access to EADS Matra Datavision's international database (the KnowledgeBase) and problem resolution process ensures that all call centre Consultants are able to record, track and resolve customer issues in the most efficient and timely manner. The freephone telephone Helpdesk also works closely with the UK-based support team who can provide local support via on-site assistance, training, bureau services and process consultancy.

In addition to the native-language telephone support, Web support is available to customers around the clock on which they can report problems and download known workarounds and fixes.