{"id":58773,"date":"2022-08-25T07:29:11","date_gmt":"2022-08-25T06:29:11","guid":{"rendered":"https:\/\/noniussolutions.com\/?p=58773"},"modified":"2025-12-31T16:59:24","modified_gmt":"2025-12-31T16:59:24","slug":"nonius-customer-service-insight","status":"publish","type":"post","link":"https:\/\/noniussolutions.com\/fr\/2022\/08\/25\/nonius-customer-service-insight\/","title":{"rendered":"Nonius customer service insight"},"content":{"rendered":"[vc_row type=\u00a0\u00bbfull_width_background\u00a0\u00bb full_screen_row_position=\u00a0\u00bbmiddle\u00a0\u00bb column_margin=\u00a0\u00bbdefault\u00a0\u00bb column_direction=\u00a0\u00bbdefault\u00a0\u00bb column_direction_tablet=\u00a0\u00bbdefault\u00a0\u00bb column_direction_phone=\u00a0\u00bbdefault\u00a0\u00bb scene_position=\u00a0\u00bbcenter\u00a0\u00bb top_padding=\u00a0\u00bb4%\u00a0\u00bb top_margin=\u00a0\u00bb-5%\u00a0\u00bb text_color=\u00a0\u00bbdark\u00a0\u00bb text_align=\u00a0\u00bbleft\u00a0\u00bb row_border_radius=\u00a0\u00bbnone\u00a0\u00bb row_border_radius_applies=\u00a0\u00bbbg\u00a0\u00bb overflow=\u00a0\u00bbvisible\u00a0\u00bb advanced_gradient_angle=\u00a0\u00bb0&Prime; 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gradient_direction=\u00a0\u00bbleft_to_right\u00a0\u00bb overlay_strength=\u00a0\u00bb0.3&Prime; width=\u00a0\u00bb1\/1&Prime; tablet_width_inherit=\u00a0\u00bbdefault\u00a0\u00bb animation_type=\u00a0\u00bbdefault\u00a0\u00bb bg_image_animation=\u00a0\u00bbnone\u00a0\u00bb border_type=\u00a0\u00bbsimple\u00a0\u00bb column_border_width=\u00a0\u00bbnone\u00a0\u00bb column_border_style=\u00a0\u00bbsolid\u00a0\u00bb gradient_type=\u00a0\u00bbdefault\u00a0\u00bb][vc_column_text css=\u00a0\u00bb.vc_custom_1766429570000{padding-top: 20px !important;padding-bottom: 10px !important;}\u00a0\u00bb text_direction=\u00a0\u00bbdefault\u00a0\u00bb]<span style=\"font-weight: 400;\">Customer service<\/span><span style=\"font-weight: 400;\"> has been a Nonius priority since its inception, back in 2005. It was always subject to constant investment and, even in these last 2 years which were the toughest time our industry faced, we have kept supporting you and meeting the SLAs. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">The Hospitality Industry is now facing the challenge of staff shortage. We are  <\/span><b>reinforcing our Remote Technical Support and Field Service<\/b><span style=\"font-weight: 400;\"> to better serve you at any time and where you need us. Count on us to help you during this phase that you are growing your team.  <\/span><\/p>\n<p><span style=\"font-weight: 400;\">We feel privileged that the market is trusting us with a lot of new properties and we take that responsibility seriously. 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use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1660904103304{padding-top: 15px !important;padding-bottom: 15px !important;border-radius: 10px !important;}\u00a0\u00bb][vc_column_text]<span style=\"font-weight: 400;\">Our technical support is covered by an <\/span><b>in-house specialised 24\/7 NOC team<\/b><span style=\"font-weight: 400;\"> with highly skilled technical staff. A team with a mission to have all systems always ready for guests to use and assist the hotel operations at any time. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=\u00a0\u00bbfull_width_background\u00a0\u00bb full_screen_row_position=\u00a0\u00bbmiddle\u00a0\u00bb column_margin=\u00a0\u00bbdefault\u00a0\u00bb column_direction=\u00a0\u00bbdefault\u00a0\u00bb column_direction_tablet=\u00a0\u00bbdefault\u00a0\u00bb column_direction_phone=\u00a0\u00bbdefault\u00a0\u00bb bg_color=\u00a0\u00bb#ffffff\u00a0\u00bb scene_position=\u00a0\u00bbcenter\u00a0\u00bb top_padding=\u00a0\u00bb3%\u00a0\u00bb bottom_padding=\u00a0\u00bb2%\u00a0\u00bb text_color=\u00a0\u00bbdark\u00a0\u00bb text_align=\u00a0\u00bbleft\u00a0\u00bb row_border_radius=\u00a0\u00bbnone\u00a0\u00bb row_border_radius_applies=\u00a0\u00bbbg\u00a0\u00bb overflow=\u00a0\u00bbvisible\u00a0\u00bb advanced_gradient_angle=\u00a0\u00bb0&Prime; overlay_strength=\u00a0\u00bb0.3&Prime; gradient_direction=\u00a0\u00bbleft_to_right\u00a0\u00bb shape_divider_position=\u00a0\u00bbbottom\u00a0\u00bb bg_image_animation=\u00a0\u00bbnone\u00a0\u00bb shape_type=\u00a0\u00bb\u00a0\u00bb gradient_type=\u00a0\u00bbdefault\u00a0\u00bb][vc_column column_padding=\u00a0\u00bbpadding-4-percent\u00a0\u00bb column_padding_tablet=\u00a0\u00bbinherit\u00a0\u00bb column_padding_phone=\u00a0\u00bbinherit\u00a0\u00bb column_padding_position=\u00a0\u00bbright\u00a0\u00bb column_element_direction_desktop=\u00a0\u00bbdefault\u00a0\u00bb column_element_spacing=\u00a0\u00bbdefault\u00a0\u00bb desktop_text_alignment=\u00a0\u00bbdefault\u00a0\u00bb tablet_text_alignment=\u00a0\u00bbdefault\u00a0\u00bb phone_text_alignment=\u00a0\u00bbdefault\u00a0\u00bb background_color_opacity=\u00a0\u00bb1&Prime; background_hover_color_opacity=\u00a0\u00bb1&Prime; column_backdrop_filter=\u00a0\u00bbnone\u00a0\u00bb column_shadow=\u00a0\u00bbnone\u00a0\u00bb column_border_radius=\u00a0\u00bbnone\u00a0\u00bb column_link_target=\u00a0\u00bb_self\u00a0\u00bb column_position=\u00a0\u00bbdefault\u00a0\u00bb advanced_gradient_angle=\u00a0\u00bb0&Prime; gradient_direction=\u00a0\u00bbleft_to_right\u00a0\u00bb overlay_strength=\u00a0\u00bb0.3&Prime; width=\u00a0\u00bb1\/2&Prime; tablet_width_inherit=\u00a0\u00bbdefault\u00a0\u00bb animation_type=\u00a0\u00bbdefault\u00a0\u00bb bg_image_animation=\u00a0\u00bbnone\u00a0\u00bb border_type=\u00a0\u00bbsimple\u00a0\u00bb column_border_width=\u00a0\u00bbnone\u00a0\u00bb column_border_style=\u00a0\u00bbsolid\u00a0\u00bb gradient_type=\u00a0\u00bbdefault\u00a0\u00bb][image_with_animation image_url=\u00a0\u00bb57501&Prime; image_size=\u00a0\u00bbfull\u00a0\u00bb max_width=\u00a0\u00bb100%\u00a0\u00bb max_width_mobile=\u00a0\u00bbdefault\u00a0\u00bb animation_type=\u00a0\u00bbentrance\u00a0\u00bb animation=\u00a0\u00bbFade In\u00a0\u00bb animation_easing=\u00a0\u00bbdefault\u00a0\u00bb animation_movement_type=\u00a0\u00bbtransform_y\u00a0\u00bb hover_animation=\u00a0\u00bbnone\u00a0\u00bb alignment=\u00a0\u00bb\u00a0\u00bb border_radius=\u00a0\u00bb3px\u00a0\u00bb box_shadow=\u00a0\u00bbnone\u00a0\u00bb image_loading=\u00a0\u00bbdefault\u00a0\u00bb][\/vc_column][vc_column column_padding=\u00a0\u00bbno-extra-padding\u00a0\u00bb column_padding_tablet=\u00a0\u00bbinherit\u00a0\u00bb column_padding_phone=\u00a0\u00bbinherit\u00a0\u00bb column_padding_position=\u00a0\u00bball\u00a0\u00bb top_margin=\u00a0\u00bb-1%\u00a0\u00bb column_element_direction_desktop=\u00a0\u00bbdefault\u00a0\u00bb column_element_spacing=\u00a0\u00bbdefault\u00a0\u00bb desktop_text_alignment=\u00a0\u00bbdefault\u00a0\u00bb tablet_text_alignment=\u00a0\u00bbdefault\u00a0\u00bb phone_text_alignment=\u00a0\u00bbdefault\u00a0\u00bb background_color_opacity=\u00a0\u00bb1&Prime; background_hover_color_opacity=\u00a0\u00bb1&Prime; column_backdrop_filter=\u00a0\u00bbnone\u00a0\u00bb column_shadow=\u00a0\u00bbnone\u00a0\u00bb column_border_radius=\u00a0\u00bbnone\u00a0\u00bb column_link_target=\u00a0\u00bb_self\u00a0\u00bb column_position=\u00a0\u00bbdefault\u00a0\u00bb advanced_gradient_angle=\u00a0\u00bb0&Prime; gradient_direction=\u00a0\u00bbleft_to_right\u00a0\u00bb overlay_strength=\u00a0\u00bb0.3&Prime; width=\u00a0\u00bb1\/2&Prime; tablet_width_inherit=\u00a0\u00bbdefault\u00a0\u00bb animation_type=\u00a0\u00bbdefault\u00a0\u00bb bg_image_animation=\u00a0\u00bbnone\u00a0\u00bb border_type=\u00a0\u00bbsimple\u00a0\u00bb column_border_width=\u00a0\u00bbnone\u00a0\u00bb column_border_style=\u00a0\u00bbsolid\u00a0\u00bb gradient_type=\u00a0\u00bbdefault\u00a0\u00bb][vc_column_text css=\u00a0\u00bb.vc_custom_1661168697631{padding-bottom: 20px !important;}\u00a0\u00bb]<strong>Count on us for the following:<\/strong>[\/vc_column_text]<div class=\"nectar-fancy-ul\" data-list-icon=\"icon-salient-thin-line\" data-animation=\"true\" data-animation-delay=\"-2\" data-color=\"accent-color\" data-spacing=\"10px\" data-alignment=\"left\"> \n<ul>\n<li><span style=\"font-weight: 400;\">Helpdesk to hotel staff and guests<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Technical support to the staff at the property<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Advanced replacement Management<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Routine systems Backup and Restore<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Remote monitoring and maintenance<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Access authentication password changes<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Upgrades and Security patches roll out<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Asset Inventory Management<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Configuration Management<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Service Level Management<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Monitoring of integrations with 3rd Party (PMS, ISP Router, others)<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Reporting (Call and ticket stats, Usage, Device and Bandwidth report)<\/span><\/li>\n<\/ul>\n <\/div>[\/vc_column][\/vc_row][vc_row type=\u00a0\u00bbfull_width_background\u00a0\u00bb full_screen_row_position=\u00a0\u00bbmiddle\u00a0\u00bb column_margin=\u00a0\u00bbdefault\u00a0\u00bb column_direction=\u00a0\u00bbdefault\u00a0\u00bb column_direction_tablet=\u00a0\u00bbdefault\u00a0\u00bb column_direction_phone=\u00a0\u00bbdefault\u00a0\u00bb bg_color=\u00a0\u00bb#ffffff\u00a0\u00bb scene_position=\u00a0\u00bbcenter\u00a0\u00bb bottom_padding=\u00a0\u00bb3%\u00a0\u00bb text_color=\u00a0\u00bbdark\u00a0\u00bb text_align=\u00a0\u00bbcenter\u00a0\u00bb row_border_radius=\u00a0\u00bbnone\u00a0\u00bb row_border_radius_applies=\u00a0\u00bbbg\u00a0\u00bb overflow=\u00a0\u00bbvisible\u00a0\u00bb advanced_gradient_angle=\u00a0\u00bb0&Prime; overlay_strength=\u00a0\u00bb0.3&Prime; gradient_direction=\u00a0\u00bbleft_to_right\u00a0\u00bb shape_divider_position=\u00a0\u00bbbottom\u00a0\u00bb bg_image_animation=\u00a0\u00bbnone\u00a0\u00bb shape_type=\u00a0\u00bb\u00a0\u00bb gradient_type=\u00a0\u00bbdefault\u00a0\u00bb][vc_column column_padding=\u00a0\u00bbno-extra-padding\u00a0\u00bb column_padding_tablet=\u00a0\u00bbinherit\u00a0\u00bb column_padding_phone=\u00a0\u00bbinherit\u00a0\u00bb column_padding_position=\u00a0\u00bball\u00a0\u00bb column_element_direction_desktop=\u00a0\u00bbdefault\u00a0\u00bb column_element_spacing=\u00a0\u00bbdefault\u00a0\u00bb desktop_text_alignment=\u00a0\u00bbdefault\u00a0\u00bb tablet_text_alignment=\u00a0\u00bbdefault\u00a0\u00bb phone_text_alignment=\u00a0\u00bbdefault\u00a0\u00bb background_color_opacity=\u00a0\u00bb1&Prime; background_hover_color_opacity=\u00a0\u00bb1&Prime; column_backdrop_filter=\u00a0\u00bbnone\u00a0\u00bb column_shadow=\u00a0\u00bbnone\u00a0\u00bb column_border_radius=\u00a0\u00bbnone\u00a0\u00bb column_link_target=\u00a0\u00bb_self\u00a0\u00bb column_position=\u00a0\u00bbdefault\u00a0\u00bb gradient_direction=\u00a0\u00bbleft_to_right\u00a0\u00bb overlay_strength=\u00a0\u00bb0.3&Prime; width=\u00a0\u00bb1\/1&Prime; tablet_width_inherit=\u00a0\u00bbdefault\u00a0\u00bb animation_type=\u00a0\u00bbdefault\u00a0\u00bb bg_image_animation=\u00a0\u00bbnone\u00a0\u00bb border_type=\u00a0\u00bbsimple\u00a0\u00bb column_border_width=\u00a0\u00bbnone\u00a0\u00bb column_border_style=\u00a0\u00bbsolid\u00a0\u00bb][nectar_btn size=\u00a0\u00bbmedium\u00a0\u00bb button_style=\u00a0\u00bbregular\u00a0\u00bb button_color_2=\u00a0\u00bbAccent-Color\u00a0\u00bb icon_family=\u00a0\u00bbnone\u00a0\u00bb el_class=\u00a0\u00bbpopmake-68513&Prime; text=\u00a0\u00bbRequest more info\u00a0\u00bb][\/vc_column][\/vc_row][vc_row type=\u00a0\u00bbfull_width_background\u00a0\u00bb full_screen_row_position=\u00a0\u00bbmiddle\u00a0\u00bb column_margin=\u00a0\u00bbdefault\u00a0\u00bb column_direction=\u00a0\u00bbdefault\u00a0\u00bb column_direction_tablet=\u00a0\u00bbdefault\u00a0\u00bb column_direction_phone=\u00a0\u00bbdefault\u00a0\u00bb bg_color=\u00a0\u00bb#ffffff\u00a0\u00bb scene_position=\u00a0\u00bbcenter\u00a0\u00bb top_padding=\u00a0\u00bb1%\u00a0\u00bb bottom_padding=\u00a0\u00bb3%\u00a0\u00bb top_padding_phone=\u00a0\u00bb4%\u00a0\u00bb text_color=\u00a0\u00bbdark\u00a0\u00bb text_align=\u00a0\u00bbleft\u00a0\u00bb row_border_radius=\u00a0\u00bbnone\u00a0\u00bb row_border_radius_applies=\u00a0\u00bbbg\u00a0\u00bb overflow=\u00a0\u00bbvisible\u00a0\u00bb advanced_gradient_angle=\u00a0\u00bb0&Prime; overlay_strength=\u00a0\u00bb0.3&Prime; gradient_direction=\u00a0\u00bbleft_to_right\u00a0\u00bb shape_divider_position=\u00a0\u00bbbottom\u00a0\u00bb bg_image_animation=\u00a0\u00bbnone\u00a0\u00bb shape_type=\u00a0\u00bb\u00a0\u00bb gradient_type=\u00a0\u00bbdefault\u00a0\u00bb][vc_column column_padding=\u00a0\u00bbno-extra-padding\u00a0\u00bb column_padding_tablet=\u00a0\u00bbinherit\u00a0\u00bb column_padding_phone=\u00a0\u00bbinherit\u00a0\u00bb column_padding_position=\u00a0\u00bball\u00a0\u00bb column_element_direction_desktop=\u00a0\u00bbdefault\u00a0\u00bb column_element_spacing=\u00a0\u00bbdefault\u00a0\u00bb desktop_text_alignment=\u00a0\u00bbdefault\u00a0\u00bb tablet_text_alignment=\u00a0\u00bbdefault\u00a0\u00bb phone_text_alignment=\u00a0\u00bbdefault\u00a0\u00bb background_color_opacity=\u00a0\u00bb1&Prime; background_hover_color_opacity=\u00a0\u00bb1&Prime; column_backdrop_filter=\u00a0\u00bbnone\u00a0\u00bb column_shadow=\u00a0\u00bbnone\u00a0\u00bb column_border_radius=\u00a0\u00bbnone\u00a0\u00bb column_link_target=\u00a0\u00bb_self\u00a0\u00bb column_position=\u00a0\u00bbdefault\u00a0\u00bb gradient_direction=\u00a0\u00bbleft_to_right\u00a0\u00bb overlay_strength=\u00a0\u00bb0.3&Prime; width=\u00a0\u00bb1\/1&Prime; tablet_width_inherit=\u00a0\u00bbdefault\u00a0\u00bb animation_type=\u00a0\u00bbdefault\u00a0\u00bb bg_image_animation=\u00a0\u00bbnone\u00a0\u00bb border_type=\u00a0\u00bbsimple\u00a0\u00bb column_border_width=\u00a0\u00bbnone\u00a0\u00bb column_border_style=\u00a0\u00bbsolid\u00a0\u00bb][vc_custom_heading text=\u00a0\u00bbField Service\u00a0\u00bb font_container=\u00a0\u00bbtag:h4|text_align:left|color:%23000000&Prime; use_theme_fonts=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1660904473932{padding-top: 15px !important;padding-bottom: 15px !important;border-radius: 10px !important;}\u00a0\u00bb][vc_column_text]<span style=\"font-weight: 400;\">Besides full-time remote assistance, we are also able to provide <\/span><b>field services on demand<\/b><span style=\"font-weight: 400;\"> through the engineers we have in our<\/span><a href=\"https:\/\/noniussolutions.com\/contacts\/#offices\"><span style=\"font-weight: 400;\"> fully owned subsidiaries<\/span><\/a><span style=\"font-weight: 400;\"> or our trusted certified partners.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=\u00a0\u00bbfull_width_background\u00a0\u00bb full_screen_row_position=\u00a0\u00bbmiddle\u00a0\u00bb column_margin=\u00a0\u00bbdefault\u00a0\u00bb column_direction=\u00a0\u00bbdefault\u00a0\u00bb column_direction_tablet=\u00a0\u00bbdefault\u00a0\u00bb column_direction_phone=\u00a0\u00bbdefault\u00a0\u00bb bg_color=\u00a0\u00bb#ffffff\u00a0\u00bb scene_position=\u00a0\u00bbcenter\u00a0\u00bb top_padding=\u00a0\u00bb0&Prime; 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A ticket is created in our ticket tracking system and our technical staff will handle your ticket according to its severity and priority. Depending on the level of complexity   <\/span><b>we will allocate the most appropriate person to deal with the ticket<\/b><span style=\"font-weight: 400;\"> &#8211; that will depend also on the type of system in question. The ticket may be escalated to a specialist from the product dev team (software, hardware or integration). If the problem cannot be resolved remotely or with your assistance, we have field service engineers from our subsidiaries or service partners that can be sent on-site in coordination with the remote support.  <\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=\u00a0\u00bbfull_width_background\u00a0\u00bb full_screen_row_position=\u00a0\u00bbmiddle\u00a0\u00bb column_margin=\u00a0\u00bbdefault\u00a0\u00bb column_direction=\u00a0\u00bbdefault\u00a0\u00bb column_direction_tablet=\u00a0\u00bbdefault\u00a0\u00bb column_direction_phone=\u00a0\u00bbdefault\u00a0\u00bb scene_position=\u00a0\u00bbcenter\u00a0\u00bb top_padding=\u00a0\u00bb3%\u00a0\u00bb bottom_padding=\u00a0\u00bb4%\u00a0\u00bb bottom_padding_phone=\u00a0\u00bb3%\u00a0\u00bb text_color=\u00a0\u00bbdark\u00a0\u00bb text_align=\u00a0\u00bbcenter\u00a0\u00bb row_border_radius=\u00a0\u00bbnone\u00a0\u00bb row_border_radius_applies=\u00a0\u00bbbg\u00a0\u00bb overflow=\u00a0\u00bbvisible\u00a0\u00bb advanced_gradient_angle=\u00a0\u00bb0&Prime; 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That\u2019s why  <\/span><b>we are always seeking customer feedback<\/b><span style=\"font-weight: 400;\"> with surveys that are sent after each ticket. Feedback is not only important to improve our service but also to guide our product team towards product improvements and new features. This   <\/span><b>constant improvement is part of the culture and ethos of the team<\/b><span style=\"font-weight: 400;\"> and also relevant to keeping our ISO 9001 continuous quality improvement program.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=\u00a0\u00bbfull_width_background\u00a0\u00bb full_screen_row_position=\u00a0\u00bbmiddle\u00a0\u00bb column_margin=\u00a0\u00bbdefault\u00a0\u00bb column_direction=\u00a0\u00bbdefault\u00a0\u00bb column_direction_tablet=\u00a0\u00bbdefault\u00a0\u00bb column_direction_phone=\u00a0\u00bbdefault\u00a0\u00bb scene_position=\u00a0\u00bbcenter\u00a0\u00bb top_padding=\u00a0\u00bb3%\u00a0\u00bb bottom_padding=\u00a0\u00bb3%\u00a0\u00bb top_padding_phone=\u00a0\u00bb8%\u00a0\u00bb bottom_padding_phone=\u00a0\u00bb10%\u00a0\u00bb text_color=\u00a0\u00bbdark\u00a0\u00bb text_align=\u00a0\u00bbleft\u00a0\u00bb row_border_radius=\u00a0\u00bbnone\u00a0\u00bb row_border_radius_applies=\u00a0\u00bbbg\u00a0\u00bb overflow=\u00a0\u00bbvisible\u00a0\u00bb advanced_gradient_angle=\u00a0\u00bb0&Prime; 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