Customer Experience : Accompanying our customers throughout their journey with Altares D&B
Altares D&B supports its customers on a daily basis to provide the best response to their business challenges: Risk management, Compliance, Sales, Marketing, Master data, CSR or Purchasing.
The values that motivate us are a driving force for the success of the projects carried out with our clients. From understanding your needs to training users, deploying our solutions and providing day-to-day support, Altares’ Customer Experience teams are there to help you.
CUSTOMER DELIVERY
Their objective
The Delivery teams are composed of our best experts, whose main mission is to support our customers’ business challenges with their knowledge of Altares data and solutions, which they master perfectly. Always available, they allow you to understand the possibilities offered by the integration of Altares services and products. They support you on a daily basis in the digitalization of your business and the strengthening of your value chain.
Their missions
- Assist our sales teams from the signing of the contract and upstream, in order to align Altares solutions with the customer’s needs and technical environment;
- Present all our services (API, Connectors, custom solutions) and answer questions;
- Provide advice by offering business and technical recommendations on the integration of our products and services
- Provide expertise on Data in business in a more general or practical way
- Assist the client during all phases of the project with regard to good integration practices.
- Accompany our partners to help them define and create their Altares IWS, Direct+ or indueD connectors (SYNAPSE, COVLINE, JAGGER, IVALUA, SYNERTRADE, EASYPICS)
CUSTOMER SUCCESS
Listening – Empathy – Pedagogy
The Customer Success & Care team is involved throughout the entire process of our customers and partners, from the signing of the contract to its expiration.
A pole based in Lyon and a second one at the headquarters in Colombes. Combining expertise, dynamism, experience and pedagogy, Altares’ Customer Success is mobilized around several missions:
Animate: be present at all times.
- Hosting: creation and modification of platform accesses; administration of renewals.
- Engage: training on different platforms through guides, tutorials, recorded webinars, interactive business-to-business or dedicated webinars, and customized sessions.
- Exchange: collect feedback from customers on the use of our solutions and additional training, especially on new features.
Inform: always be ready to interact.
It’s a two-way process: we regularly provide our customers with information about product updates and service optimization.
We also apply the “Ask & Learn” method which allows us to collect feedback from users of our solutions.
This better knowledge of each customer’s experience allows us to communicate high value-added information to marketing and sales teams.
Satisfy: give meaning to Customer Centric service.
Our customers/partners are at the center of our concerns and we strive to communicate with them with constant availability, responsiveness and efficiency.
Choose your course
Finance Analytics (D&B Credit)
User training
D&B Credit is an interactive web application that allows you to check the financial situation of your third parties, customers and suppliers in order to protect yourself from risks of fragility or payment difficulties
D&B Hoovers
User training
The D&B Hoovers application provides you with reliable, real-time information on companies, executives and industries around the world to better understand market opportunities and facilitate decision making
indueD
User training
IndueD is a cloud platform totally dedicated to KYC (Know Your Customer) and compliance issues
D&B Global Reference Solution
User training
D&B Global Reference (GRS) is a flexible online application that allows you to search and segment the entire D&B database to identify individual companies, group companies or market segments
How to contact them?
Altares Customer Success teams are at your disposal to provide you with the best possible user and customer experience. There are two ways to do this: either by e-mail by clicking on the button below, or by visiting the Linkedin page dedicated to them.
CUSTOMER SUPPORT
Once our solutions have been installed and configured to meet your business needs, and our Care & Success teams have taken the time to work with you to ensure that you have perfect control of them, the Altares Customer Support teams take over and are at your disposal for any request:
Product support
- Help and support in the use of our products
- User management, administrator management…
Data Support
- Score studies, Rating, Outstanding on queries
- Edge management
- Financial analysis and reading of corporate accounts,
- Payment behaviors
- RGPD The General Data Protection Regulation
- Collective procedures chainage, additional information following plans contacts agents
Support ticket management
- Data correction: Company name, Telephone, Address, Collective procedures, Bodacc, JAL, Score, Balance sheets, Employees, Siret, Payment behaviour. Other…
- Anomalies: Web Service, Toolkit, Direct+ Connection problems to our portals, Unavailability of services.
- Administration: Duplicate invoices, cancellations,
- Overuse, Renewal date, Portfolio update
- Intuiz at each renewal, (purge or maintenance) etc.
- Non-customers (prospects and other requests)
- Standards; Call management
- Customer DUNS number requests
