Your digital services, always up and running and evolving.
After go-live, the longest relationship begins. Customer Care looks after your digital platforms and services (eCommerce, web, integrations, custom software or AI agents) so you can focus on your business: support, evolution, training and a dedicated Service Manager, under one method and with service level agreements.
Why it’s our most important department
Customer Care is the face of Trilogi, year after year. That is why nothing is left to chance: every request has a channel, a priority and an owner.
Four areas of action
Support, evolution, training and guidance.
One team supports you throughout the entire lifecycle of your digital services, with specific procedures for each type of need.
Customer service
We resolve usage questions and incidents on your platforms and services, from detection to closure, and keep you informed at all times.
Enhancements
Improvements, updates, performance, security and integrations: your services keep evolving through a controlled process.
Training
Tailored training on your tools, based on your level and needs, so your team gains autonomy.
Service Manager
A dedicated point of contact who coordinates teams and vendors, tracks every incident and proactively suggests improvements.
Priority based on business impact
Urgent things first. Really.
Each incident is classified into four severity levels based on how it affects your business. First diagnosis and response times are set in your service level agreement (SLA).
- Very high24×7 support depending on plan
It stops your operations: your store can’t sell, your website or platform is down, or a critical process has stopped.
- HighPriority over everything else
It seriously hampers operations: errors in key processes, severe slowness or integration failures with your ERP or CRM.
- MediumDuring service hours
Issues with secondary features: user sign-ups, forms, private areas or reports.
- LowScheduled
Visual or low-impact items: copy, design tweaks, comments.
Support plans and SLAs
The service level your business needs.
Four support plans with different levels of coverage, response times and channels, including phone support on the higher plans. Everything is set out in a service level agreement: you know exactly what to expect.
- Maximum first diagnosis and response times
- Service hours and 24×7 coverage for critical incidents depending on plan
- Included support channels
- Clearly defined service scope
- Bronze
- Silver
- Gold
- Platinum
Service Manager
Your strategic ally, with a name and a face.
For those who need more than support: a person at Trilogi who coordinates teams and vendors, follows every case and helps you evolve your services. Three packages depending on the dedication and proactivity you need.
For occasional support and peace of mind.
- Direct point of contact at Trilogi
- Team coordination
- Tracking of urgent incidents
- Monthly follow-up meeting
For growing companies that need closer follow-up.
- Everything in Starter, plus:
- External vendor management
- Active incident tracking
- Biweekly meeting and occasional training
- Quarterly improvement proposals
For established clients seeking continuous evolution.
- Everything in Growth, plus:
- Priority incident resolution
- Weekly meeting and direct Teams channel
- Ongoing training
- Monthly improvement proposals
- Quarterly Business Review and annual roadmap
- A single point of contact who knows your business
- Enhancements with prior assessment and approval
- Quarterly review to fit the package to your real needs
- Centralized management in our ticketing tool
Enhancements with a method
Your services improve without risk.
Every improvement follows the same process, whether it’s a small tweak or a new feature. That way we avoid surprises in timelines, costs and performance.
- 01
Requirements
We define with you what you want to achieve and how it fits your current solution.
- 02
Impact analysis
We assess how it affects the system, integrations and third parties.
- 03
Estimate and quote
We classify the enhancement by complexity and give you a fixed quote before we start.
- 04
Planning and development
We schedule it with a delivery date and build it in a controlled environment.
- 05
Testing and validation
We test it and you validate it before it goes live.
- 06
Release and documentation
We deploy it to production and update your service documentation.
Rules that work in your favor
Order, traceability and accountability.
Some rules may seem strict. They all share the same goal: no request gets lost and each one reaches the right person.
One ticket, one topic
Each request is handled separately so it gets the right priority and specialist.
Everything through the tool
Nothing gets lost in a personal email or a phone call: everything is logged and traceable.
Accountable to the end
Even when an external vendor is involved, we remain responsible for closing the case and keep you informed.
Handover from Projects
We receive your project with the documentation and access needed to provide support from day one.
Data-driven tracking
We measure incidents, queries, enhancements and SLA compliance to improve the service.
AI in support
We use AI tools to diagnose sooner, document better and respond more accurately.
Two complementary roles
Solve today. Help you grow tomorrow.
In addition to the support team, a Customer Success Manager looks after the overall relationship with your company and makes sure you get the most value from your digital services.
Solves
Reactive and operational: handles your incidents and requests quickly and effectively, within your SLA.
Anticipates
Proactive and strategic: looks after your long-term success, spots improvement opportunities and acts on any complaint or escalation.
A living method, accelerated by AI.
We continuously review our rules, escalation criteria and service indicators based on what we learn from each client. And AI is already changing how we diagnose, document and respond: our support evolves with it.
Frequently asked questions
What we’re often asked.
What is the Service Manager service?
A dedicated Trilogi point of contact who coordinates technical teams and your vendors, follows up on every incident, trains you and suggests improvements. It comes in three packages (Starter, Growth and Premium) depending on the dedication and level of proactivity you need.
What does Customer Care support cover?
Handling usage questions and managing incidents on your digital platforms and services (eCommerce, web, integrations, software or AI agents), according to your plan. Additional improvements, updates and training are handled as enhancements or training sessions, with a prior quote.
How is an incident’s priority decided?
By its impact on your business. There are four severity levels, from very high (your operations have stopped) to low (visual issues). Each level has its response times defined in the SLA.
Do you offer 24×7 support?
Yes, for very high severity incidents on the plans that include it. All other requests are handled during service hours, Monday to Friday.
Can I call by phone?
Phone support is included in the higher plans. In the others, requests are handled through the support tool, which guarantees traceability for every case.
What if the problem lies with an external vendor?
We escalate it to the vendor (for example, the platform or a plug-in) and remain responsible for follow-up and closure, keeping you informed.
Next step
Your services, in good hands.
Tell us what digital services you have and what you need, and we’ll explain which support plan and Service Manager package fit you.