It is this belief—that the
customer should be at the heart of the process—that led to the creation of the SmartClient
portal, a suite of modules designed with a single goal in mind—or rather, three
letters: KCI (Keep Customer Informed).
Paired with the SmartTech
application, which technicians use to share their location, communicate via
chat, and update field information, the SmartClient portal allows end customers
to follow their service intervention in real time.
A simple ambition, but one that
resonates strongly at a time when people are asking for more autonomy,
transparency, and a human presence behind digital interfaces.
With SmartClient, customers can
track the progress of their intervention, reschedule an appointment, chat with
the technician, or simply find out when they will arrive. These features may
seem obvious today, but they required careful coordination to implement.
Similar solutions have emerged
elsewhere—particularly in other sectors or from certain tech players.
But here, the challenge was
broader and more fragmented: seven countries, eight IT teams, and a multitude
of scheduling tools. Despite this complexity, there was only one guiding
principle: customer experience.
The self-service rescheduling
feature (Self Planner), launched in May 2025, is a key milestone in this
transformation—a quiet revolution, but a powerful one. Gone are the days of
waiting on hold: with just a few clicks, the customer becomes an active
participant in their own solution, while call centers can refocus on more
complex cases.
Behind this success lie not only
technical challenges, but above all, human ones. Understanding field
operations, integrating logistical constraints, and adapting to local realities
were all essential.
Who would have thought, for
example, that a simple five-day delay for a spare part would require a
dedicated rescheduling rule? And yet, it’s details like these that make the
difference between a well-designed tool and one that’s truly useful.
It’s important to highlight the remarkable
work of those who made the portal possible: Rani Meiyammai Natarajan, the IT
team lead, along with Thibault Roy, Jérôme Beroud, Fabien Boudard, Christine
Minne, David Put, and many others—in France, Belgium, India, the Philippines,
and Poland.
Let’s not forget the technicians,
who are often the first ambassadors of change. Their quick adoption of
SmartTech—thanks to its simplicity, support, and user-centric design—was a
strong signal.
In the end, this project is proof
that when you truly focus on the customer and embrace simplicity, you can
achieve something big.
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