As part of its drive to continuously improve its services, Belnet will be carrying out a major restructuring of its Servicedesk. This transformation, the fruit of more than two years of reflection and work, is in response to feedback from the last two satisfaction surveys and regular exchanges with user communities.
A strategic overhaul of support
The most significant change is the complete reorganisation of the Servicedesk, which will disappear in favour of a new structure divided into two distinct areas:
- Incident management and technical support will be outsourced to a new specialist partner
- Administrative support and service-related issues will be handled internally by Belnet teams.
Modernising contact procedures
As part of this transformation, Belnet is introducing a completely new contact procedure. The aim is to optimise the handling of requests, regardless of the communication channel chosen: telephone, email, website or user portal.
To ensure a smooth transition, each contact person will shortly receive an email detailing the new procedures. In addition, all the information will be available on the Belnet website in February.
Roll-out in March
The implementation of this new organisation is scheduled for 31 March. This date will mark the start of a new era for Belnet's user support.