SERVICE PLANET

Contact Center Support

The Contact Center is the central nerve of Service Planet's service ecosystem, where customer service meets technical expertise. Our trained professionals handle both reactive and proactive support cases, offering efficient assistance while anticipating future needs. From troubleshooting remote issues to managing ongoing service cases, every interaction is designed for speed, clarity, and reliability. Leveraging modern tools and optimized workflows, the Contact Center ensures your business operations continue seamlessly, with expert guidance at every step.

WHAT IS CONTACT CENTER SUPPORT?

The Contact Center is a fully integrated support hub delivering end-to-end IT service management. Our key capabilities include:

Multi-channel support – Technical assistance via phone, remote tools, email, and chat
Hardware management – Complete support for IT hardware, including swap services
Repair coordination – Tailored repair service management, both on-site and at our depot

Proactive case management – Active tracking and management of service tickets and projects
Modern workplace support – Expertise in today's digital tools and collaborative environments
Operational business support – Strategic assistance to optimize business processes

With its streamlined workflows and experienced team, the Contact Center delivers consistent service quality at scale. It is especially suited for businesses operating in fast-paced environments that demand both speed and precision in IT support.

Our agents are trained not only to solve issues but to think strategically—providing actionable insights that support your long-term IT planning. Whether you're managing a fleet of devices, coordinating multiple vendors, or optimizing your digital workspace, the Contact Center is your one-stop solution for seamless support.

WHY SHOULD I USE CONTACT CENTER SUPPORT?

Service Planet's Contact Center offers a complete technical support solution tailored to modern workplaces and evolving business needs. With its wide-ranging capabilities—from remote troubleshooting to proactive case management—it delivers consistent, high-quality assistance that enhances operational continuity. The center's expertise in workplace technologies and IT infrastructure is especially valuable in today's dynamic digital landscape.

For customers, the Contact Center presents a strategic opportunity to expand their service capacity without building from scratch. It provides immediate access to expert technical support, scalable infrastructure, and a proven support model. In short, it's a ready-made solution that enhances your technical backbone and adds measurable value from day one.

GET IN TOUCH

CONTACT US

Postal Address:

Stuttgartstraat 8, 3047 AS Rotterdam

Email:

info@ask.serviceplanet.nl

Telephone:

+31 10 400 8200

MEET OUR OWNER

Lennert Hollemans

Contact Center Product Owner

Stuttgartstraat 8, 3047 AS Rotterdam

+31 10 400 8228

contactcenter.info@ask.serviceplanet.nl

USE CASES

Modern workplace management

Type of Setup: B2B

A major hardware vendor and a leading wholesaler jointly offer a modern workplace solution, delivering secure, ready-to-use devices that are fully updated, configured, and enrolled in the client’s management system—whether for office or remote use. However a fine grain operational engine is missing in this joint offering.

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DOA Handling

Type of Setup: B2B

With the rise of online resellers and easy return policies, the number of products returned to vendors as Dead On Arrival (DOA) has increased sharply. However, the proportion of computers and monitors that are actually defective and qualify for DOA reimbursement has dropped significantly, leading to high costs and inefficiencies for vendors.

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Educational Workplace Management

Type of Setup: B2C

A retailer for the education sector offers students fully configured, ready-to-use devices for school, with all repairs and support centrally managed throughout the academic year—even when students use their own (BYOD) devices.

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Printer Pack

Type of Setup: B2B2C

A leading printer vendor and a major retailer have joined forces to offer the Printer Pack service, ensuring every printer is delivered with a voucher for an ink subscription, fully equipped with starter materials, and accompanied by clear instructions and additional ink incentive.

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Computer Support

Type of Setup: B2C/B2B

Retailers increasingly offer technical helpdesk services to support customers and businesses, ensuring smooth operation of their computing environments and reducing unnecessary returns caused by user error or minor issues.

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Onsite TV Repair

Type of Setup: B2B

A leading consumer electronics manufacturer uses Service Planet’s onsite repair service to repair large, wall-mounted televisions at customers’ homes or offices. The challenges include logistical complexities and risks of damage during dismantling or transport.

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Computer Repair At Home

Type of Setup: B2B

As an OEM, shipping repairs to Eastern Europe has become increasingly costly and risky, with transportation expenses, lost shipments, and lengthy turnaround times affecting customer satisfaction. Our On-site Repair service provides a local alternative for minor hardware issues—such as broken USB ports or loose keys—allowing customers to get their devices fixed at their location without downtime or the risks associated with shipping.

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Outsourcing Onsite Repair

Type of Setup: B2B

As a major online retailer, we manage a wide range of repair and return flows for products from multiple brands using Service Planet’s Melissan ERP system. To ensure efficient, uniform, and data-driven service for all product categories—from HP computers to Miele and Bosch appliances—we rely on a single platform and process. Every extra day a customer waits for repair is one too many.

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Drone Depot External Repair

Type of Setup: B2B

An online retailer sends returned drones to Service Planet for assessment and repair management. Service Planet does not repair the drones itself but acts as a central depot, efficiently triaging each case before any further action is taken.

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Offering Technical Services

Type of Setup: B2B2C

A retailer with physical stores wants to offer in-store technical support and small repairs but lacks the IT resources and systems to get started quickly. Service Planet’s Melissan ERP provides a ready-to-use in-store module, enabling retailers to launch professional tech counters with minimal investment and seamless integration.

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Working Without Downtime

Type of Setup: B2B2C

As a high-end consultancy firm with consultants rarely working at the office—often on client site or from home—seamless, hassle-free IT is critical. Downtime is costly, and every minute without a working device directly impacts productivity and client satisfaction.

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