Support

Experience

The founder of the company, Mario Durante, considers customer support to be the main architrave of his business project. Still to this today, this DNA is the basis of the value offer of Durante, whose team is committed to supporting and maintaining every solution and technology through the Durante Operation Center and Video Network Operation Center.

Unified Communications
Videoconference
LAN management
Smart Workplace

Experience

The founder of the company, Mario Durante, considers customer support to be the main architrave of his business project. Still to this today, this DNA is the basis of the value offer of Durante, whose team is committed to supporting and maintaining every solution and technology through the Durante Operation Center and Video Network Operation Center.

Unified Communications
Videoconference
LAN management
Smart Workplace

Milestone

For over 30 years these two support platforms have provided 24/7 advanced services such as remote configurations, concierge, and remote support and assistance.
In some cases, Durante has set up on-site offices aimed at providing an even more effective and rapid service during important events, maintaining the systems on a daily basis and guaranteeing timely interventions in case of critical situations.

DOC

DOC supplies its services thanks to certified voice, network, video, and digital technicians, all over the planet, 24/7, and with the same top level of service.

Technological help desk
Video Network Operation Center (VNOC) – Concierge for video conferences
Proactive monitoring and management of outages and alarms
On-site supervision
365 days a year, 24 hours a day service

mydurante

My Durante

My Durante is a support and assistance area for clients. In our dedicated client portal you can, among other things, witness the assessment of all the technology installed and maintained by Durante, open a ticket, request an intervention, consult the support and service dashboards, download data reports, send feedback and much more.

VNOC

VNOC or the Video Network Operation Center is the heart of highly qualified assistance to support clients with video conferencing infrastructures or devices. Active for over 15 years it is equipped with coordinated processes and personnel ready to provide the highest level of service whenever a client needs it. VNOC clients can also access the Concierge service which will allow a video conference to be configured and opened up by one of our real-time remote technicians.

Customer Delight Experience

For several years ago Durante introduced the Customer Delight program that aims to identify the level of satisfaction of each of our clients, with a passion for continuous improvement, and aiming for excellence.
The program was created with the objective of also searching for micro critical issues so that they don’t transform into unresolved problems that could condition the complete client satisfaction through:

Periodic service reviews at the client’s site
Hand-over interview at the end of the project
Satisfaction survey immediately after a ticket close in order to intervene again if a prior intervention is not successful.

Customer Delight Experience

For several years ago Durante introduced the Customer Delight program that aims to identify the level of satisfaction of each of our clients, with a passion for continuous improvement, and aiming for excellence.
The program was created with the objective of also searching for micro critical issues so that they don’t transform into unresolved problems that could condition the complete client satisfaction through:

Periodic service reviews at the client’s site
Hand-over interview at the end of the project
Satisfaction survey immediately after a ticket close in order to intervene again if a prior intervention is not successful.

Presidio on-site

With over 130 personal certifications, Durante is able to provide the client with highly qualified resources.
In addition, for more than 20 years the company has been organizing, training and managing customer support teams.
This is all possible thanks to a protocol of structured orchestration for effectively organizing:

People;
Processes;
Areas of intervention;
Tools;

Highlights

24/7 Service Desk;
On-site assistance;
On-site protection;
VNOC – Video Concierge
Monitoring/Reporting/Customer Care

Plus

Operation Center active 24/7 for over 35 years.
The only ones ready to provide proactive maintenance on conference rooms with morning check and Remote Ready systems
The Customer Delight program guarantees a very high level of satisfaction and early intervention with respect to problems that may emerge.

Plus

Operation Center active 24/7 for over 35 years.
The only ones ready to provide proactive maintenance on conference rooms with morning check and Remote Ready systems
The Customer Delight program guarantees a very high level of satisfaction and early intervention with respect to problems that may emerge.

More information