VISEO: From 2008 to 2012

I started working with VISEO Company, the leader of French Business One integrators in 2008 in Paris.

When I arrived at VISEO, they didn’t have any official hotline support yet so I created it. I was in charge of the 30 French SMEs existing B1 projects and some of the international subsidiaries of French Groups.

My job was:

-          Take into account the customers’ requests using the B1 support platform which is something similar to the SAP market place. The aim was to respect the SLAs

-          Qualify the customers’ requests:

o   By priority: critical, high, medium or low

o   By issue type: Bug, assistance or change request

o   By area: Financials, Sales, Purchasing, administration, technical…

-          Handle the issues which don’t need a special knowledge of the project

-          Ask the consultant who did the project for the information needed to handle the issue

-          If the issue really needs to be handled by the consultant who did the project, dispatch the ticket and affect it to the concerned consultant and explain the issue to him or her to facilitate the treatment. Then ensure that the issue has been treated and communicate it to the customer

-          Create a support ticket on the SAP market place in case of bug needing SAP action

-          In case of change request, create a functional specification document and communicate it the customer with a workload to be validated before treatment. If a technical development is needed, ask the developers and work on a technical specification with them before communicating the workload to the customer. If necessary, go to customer’s site to work with them

The top customers (interesting scope, best income) were: SISLEY Switzerland, SISLEY Taiwan, Bouygues Construction (Congo, Ethiopia), Socomec (India), VEOLIA Propreté France, COMECA Indonesia, DAITO KASEI EUROPE

Picture taken on my last day in VISEO

I did this job for one year and half then I documented all the procedures and trained the new B1 support team of VISEO before I switched officially to consulting/project mode.