User support

The current societal transformation, and people's changing relationship with work, have placed the “employee experience” at the heart of corporate strategy:
• for the employee, 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 the company, it's a question of attractiveness and the employer brand, and therefore competitiveness (which is directly correlated with employee engagement).

It is therefore in the interest of managers to consider employees as "internal customers", and ensure that each individual has a simple, personalized, smooth and efficient path to digital experience.

The services provided cover:
• the entire work environment: workstations, mobility and collaboration solutions as well as business application support:
- 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 life cycle of client projects:
- consulting as an employee experience architect,
- transformation and improvement projects,
- outsourcing with commitments to results.

These services are based on industrial processes and resources:
• 12 interconnected service centers in Europe and in nearshore,
• skills available in more than 20 countries,
• a center of excellence dedicated to the implementation of innovations.

Thus, users benefit from:
• seamless omnichannel support, via telephone, e-mail, Teams, interactive chat, chatbot, voicebot, web call back, multi-service digital space, selfservice platform, etc.,
• at any time (24/7) and in a choice of more than twenty-five languages,
• on a wide 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 practice to facilitate the adoption of new solutions and new digital practices;
• the best technological expertise on high-performance solutions through in-depth partnerships (Microsoft, Apple, AWS, Service Now, EasyVista, Nexthink, Interact, Lookout, etc.);
• continuous improvement plans, based on ITIL best practices, aimed at reducing incident rates and developing employee autonomy: self-help solutions, chatbots, proactive user experience monitoring solutions and RPA (Robotic Process Automation) tools;
• progress plans (based on nearly 30 years of feedback from more than 200 clients) that enable 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.

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.