Paul Martins is the Director of DALKIA IDF's Tertiary Account Department, which employs more than 400 people with an annual turnover of €55 million.
Dalkia's teams service their customers using 16 Nouvelatrium applications.
Veolys: What criteria led you to deploy such a system on some of the contracts that you're responsible for?
Paul Martins: Three points naturally come to mind.
- In negotiations for the renewal of flagship contracts that have come to an end and whose level of service is already very high, setting up a new system brings, on the one hand, a real transparency and on the other brings added value which all makes a difference and contributes to renewal.
- The tool is easy to use and powerful. We receive great customer feedback. The implementation of new technologies including smartphone access for customers, contributes strongly for us.
- Last but not least, for an agency manager, the tool is deeply integrated into the company's location in the Ile de France. The support services have mastered it perfectly and the operating teams find it's use crucial across all of our sites.