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Our commitment

At Mobistar, the Customer is King.

B2B charter: our commitments to large companies and institutions

With its Charter for large companies and institutions, Mobistar agrees to support you at every stage of your evolution: when choosing your telecom solutions, deploying them, using services or when your needs change.

Design and analysis phases

Commitment 1: A team of professionals at your service

At Mobistar, customer experience is important to us from the first second. That is why each client is served by an account manager supported, if necessary, by a pre-sales expert with more technical competence. This duo will guarantee the continuity of the business relationship for the long term. The pre-sales can team rely on the support of more than 400 specialists from the Orange group (France Telecom) to consider with you innovative and proven solutions.

Commitment 2: A detailed analysis of your technical and commercial environment

You have specific needs, depending on your industry, the activities of your employees, the size of your business and your professional projects. In order to offer you a tailored telecom solution our experts conduct with you a detailed analysis of your needs according to internationally approved methodologies (Solution Selling®). This methodology ensures a rigorous analysis, a vision focused on the long term, and a systematic approach. Depending on the complexity of your project, performance criteria (KPIs) can be defined together to ensure that objectives are followed up.

Commitment 3: A customised solution from a comprehensive portfolio of products and services

Following an analysis of your needs, our experts offer a tailored telecom solution, developed from our portfolio of integrated telecommunication solutions, simple and cost effective.

Mobistar solutions portfolio:

Convergence solutions: Mobistar combines solutions for fixed and mobile telephony, internet and data communication into a set of converged applications tailored to your business needs. Our expertise goes to the heart of your network to interconnect the various sites and departments of your company (IP VPN), provide direct internet access or offer high-performance Ethernet services, all with a guarantee of quality (QoS ) and service (SLA).
Services related to devices: today the whole company uses a wide range of devices to be more productive and competitive: smartphones, PCs, laptops, tablets, etc. We help you choose the correct devices and integrate them into your work environment.
Partner solutions: effective ICT solutions for complex environments can no longer be provided by one company alone. Mobistar collaborates with a large group of partners that complement our core business by bringing their expertise, services and products.

Phase of deployment

Commitment 4: An effective and attentive deployment of your solution

Thanks to a specific and proven approach that is continuously revaluated, Mobistar has extensive experience in project management for large companies and institutions. Mobistar applies the PMI (Project Management Institute) quality standard for its project management activities.

At this key stage of deployment, Mobistar reinforces the existing team with a project manager to ensure excellent service.
The project manager who oversees the technical implementation is responsible for managing and monitoring the project, from the signing of the contract to acceptance of the work. This includes coordinating and implementing activities at the premises of the client and any of its suppliers, and with the Mobistar teams. This approach has the advantage of facilitating contacts. It identifies responsibilities and allows the agreed solutions to be implemented under the best conditions.
Once the installation is complete the customer is invited to ‘accept the service’. The project will thus be closed and the file will be sent to customer service and to the service manager (if applicable). The service manager and your dedicated agent will then become your special points of contact.

Commitment 5: Easy migration to Mobistar

We will assist you with a dedicated project team, and planning will be defined according to your priorities. We can manage your complete implementation without significant loss of service.
The change of mobile services is totally free when you decide to transfer your number to Mobistar.
Our proven experience in migration projects is the best assurance we can offer our customers in terms of risk control.

Phase of support & development of your business

Commitment 6: A follow-up meeting (Business Review) at least once a year

At least once a year your account manager will schedule a formal meeting to assess the quality of solutions and services provided by Mobistar. We will also take this special moment to offer improvements to the solutions in place, or new offerings, following the evolution of your business processes and/or technology.

Commitment 7: A special contact person to assist you

Ensuring that your employees have the best communication services and can be accessed anytime, anywhere remains a priority for Mobistar. Similarly, ongoing support of our customers is a top priority. This support is provided primarily by your customer service representative.
He or she is accessible via a unique 0800 number from 8:00 to 19:00. For urgent requests outside these hours a specific, more technical service takes over, available 24/7.

Commitment 8: Focus on quality of service

The success of our teams is measured by the satisfaction of our clients. It is with this in mind that Mobistar uses the Net Promoter Score (NPS) method to assess the quality of its service. Each employee is aware of and assessed against the customer experience. For this we thank you in advance for the time you devote to participating in our surveys.
As a client you will not recommend a company unless you are fully satisfied over a long period. This is also what differentiates the NPS scores from traditional satisfaction scores. Traditional satisfaction scores measure satisfaction at a specific moment in time. NPS gives an indication of customer satisfaction from the start of the relationship and thus constitutes the sum of the different experiences over this period.

Commitment 9: 24-hour access to your online client space, your cost-control tools and the management of your telecom equipment

Via your secure client space, your fleet manager has online access to fleet management functionalities. In this way you can manage all the daily events of your business: order a SIM card or migrate a number, add options, order a GSM and accessories, etc.
Your secure online space also gives you access to our tool for analysing and reporting on the utilisation of your fleet.
Discover this space at the following address: https://business.mobistar.be/fleet

Commitment 10: Continuous information about our offers and the latest in the telecom world

We want to become a full partner to our clients for matters relating to the world of telecommunication. We recognise that the telecom world is evolving at a breakneck speed and that our customers, focused on their core activities, do not have time to follow the latest trends. It is for this reason that you can count on us: because it is our business.
Whether through regular contact with your dedicated sales team, roundtables, our exclusive webinars, our M Direct newsletter or events organised jointly with our partners, we will keep you informed of market news and offers, and the latest trends in the B2B world, as well as tips and tricks for getting the most out of your telecom solution.