User support

Evolving working practices and the widespread use of digital environments mean that the "employee experience" is now at the heart of corporate priorities, both in terms of commitment and attractiveness:

• for employees, each important moment — recruitment, integration, training, collaboration — becomes a determining factor in reinforcing their feeling of belonging to the organization and therefore their level of commitment to work,
• for employers, their image and attractiveness are sources of competitiveness.

In this context, teams are seen as "internal customers", with the aim of making digital uses more fluid, personalized and efficient.

The services include:

• the entire digital workplace: workstations, mobility and collaboration solutions, and support for business applications:
  • technical and functional service desk,- adoption and assistance to new uses,
  • local support, space and IT concierge services,
  • engineering of workstations and infrastructures (“on premise” or “cloud”) on all technologies,- logistics and deployment;
• all the key moments in the employee's career path: onboarding, skills development, hybrid work, mobility, knowledge sharing, etc.;
• the entire project life cycle:
  • consulting as an employee experience architect,
  • transformation and improvement projects,
  • outsourcing with commitments to results.

The service organization is based on industrialized systems including:

• a network of 12 interconnected service centers in Europe and nearshore,
• teams in over 20 countries,
• a center of excellence dedicated to integrating technological innovations.

This provides users with the following benefits:

• omnichannel support: telephone, e-mail, Teams, interactive chat, chatbot, voicebot, web call back, multi-service digital space, self-service platform, etc.,
• extensive availability (24/7) in over twenty-five languages,
• a broad technical and functional scope: workstations, infrastructures, applications, business processes,
• from high-performance, modern, secure terminals that are managed in a unified manner (tablet, smartphone, laptop, etc.).

The IT and Digital Departments benefit from:

• Knowledge Management to capitalize on technical and application knowledge, processes and business management rules, thus enhancing and sharing information and knowledge;
• the "Change Management" department to facilitate the adoption of new digital solutions and practices;
• the best technological expertise on high-performance solutions through solid partnerships (Microsoft, Apple, AWS, Service Now, Nexthink, Interact, Lookout, etc.);
• continuous improvement plans, based in particular on ITIL best practices, aimed at reducing the number of incidents and fostering employee autonomy: self-service, chatbots, proactive user experience monitoring solutions, and RPA (Robotic Process Automation) tools;
• progress plans (based on nearly 30 years of feedback from over 200 clients) that deliver productivity gains of 20% to 25% in two to three years. These are then shared fairly with clients in the form of a reduction in fees or an increase in service levels.

Artificial intelligence activities:

• Integration of AI in the Genesys voicebot (20% of customers already use it).
• Implementation of personalized conversational agents.
• Optimization of Knowledge Management (KM) databases for more effective AI.

NEURONES' strenghts:

• Market leader.
• Key service of the infrastructure outsourcing offer.
• Prominent references, including 23 companies listed on the French CAC 40 index.
• Omnipresent quality system including regular reviews for field teams and periodic user satisfaction surveys.