Customer Service business solution

Transforming your customer service into a profit centre.

Revolutionise your service offering and increase the operational efficiency of your outcalls.


Most manufacturers maintain worldwide presence through a network of distributors, resellers or dealers or directly with their international customers.

The challenge facing any Customer Service is how to provide real-time, 24/7 responses to requests for information on products or maintenance follow-up for equipment whose downtime is less and less acceptable.


Get in touch with an expert

Moving towards a personalised after-sales customer experience


Our Customer Service business solution empowers our clients to improve their customer satisfaction, boost spare parts sales and ramp up team efficiency with one key objective: transforming the after-sales service into a profit centre.

This business solution relies on several components to:

Deploy a 24/7 self-service gateway to easily communicate with your customers, distributors and repair specialists with Visiativ Customer Service Portal: increase control over their machine base, manage warranty procedures, and centralise and track customer requests

Putting your spare parts catalogue online.Make it easy to identify parts based on existing 3D technical documents in the design office and increase order intake with Visiativ Spare Parts Catalogue.

A shared portal that delivers digital continuity, without any data retrieval, between design, purchasing, production and the various players in the product life cycle.

“As part of our international development strategy, it’s crucial for our customer service to be accessible anywhere in the world, regardless of the time zone. Visiativ Customer Services lets us offer our customers and resellers a 24/7 online experience and services, regardless of the country. This empowers us to be very responsive to their requests.”

Arnaud Thieulin

Chief Executive Officer

Learning from our customers

Logo Groupe Accédia
logo Socaps
Willemin Macodel
logo Mecalac

Enhancing manufacturing processes for customised installations



The challenge: How to share feedback on our machines and pool solutions.

The solution: Visiativ Customer Services

Benefits: We use the portal to analyse our machines, find out which type of machine has the most problems, and then improve our products. All production sites have access to the information centralised on the platform. We can also draw up quotes directly from the portal, for spare parts for instance.

logo Mecalac

Improving brand image vis-à-vis the customer



The challenge: Optimising the relationship to improve customer satisfaction.

The solutionVisiativ Industry Customer Service Portal

Benefits: Mecalac has centralised all its services onto a single 24/7 portal that provides access to technical support and an interactive catalogue of the entire product range, for spare parts and documentation.


Supporting our growth on the international scene



The challenge: Treat yourself to a 24/7 online multilingual customer service

The solutionVisiativ Customer Service

Benefits: The MarrelTech platform centralises all requests processed in real time and gives direct access to customers, a revolution for better communication and customer satisfaction.

How we don’t penalise our customers’ productivity



The challenge: Ordering spare parts proactively

The solution:Visiativ Spare Parts Catalogue

Benefits: The MyFarbal portal lets us view technical documentation, manage warranties, complaints, and support requests (commercial, technical, after-sales service, etc.). We also use it to view Farbal machines in 3D so that you can target the spare parts we need and get a suitable price quote.

“Today, Visiativ Customer Service lets us analyse our machines, find out which type of machine has the most problems, and then improve our products. All production sites have access to the information centralised on the platform. We can also draw up quotes directly from the portal, for spare parts for instance.”

logo Maf Roda

Martial Poulin

Information Systems Manager

Make the most of your product data right from the design stage onward




Products for the Customer Service business solution

Visiativ Manufacturing Customer Service Portal

Transform your after-sales services into a profit centre

A portal accessible 24/7 which improves spare parts orders and customer relationship. The customer journey is personalized, response times is optimized and services available are multiple.

Portail Service

Visiativ Consumer Goods Customer Service Portal

Transform your after-sales services into a profit centre

Increase customer satisfaction with an efficient customer service available 24/7 and increase your quality of service.


Visiativ Spare Part Catalog

Easy acces to your catalogue and technical documentation

Share technical documentation of all manufactured equipment to facilitate identification of spare parts, and reuse existing documentation in PDF format and CAD models. A secure extranet space in order to make it easier for your customers to maintain equipment and replace spare parts.

living actor

Visiativ Chatbot

Engage with prospects

Guide and inform prospects with a chatbot on your web portals. Our intelligent conversational software will interact with web visitors to guide them to relevant information.

e-commerce B2B

Visiativ b2b e-commerce Consumer Goods

Go digital and boost your sales with e-commerce

Developpe your BtoB e-commerce site for your resellers to offer them an omnichannel and personalized sales experience 24/7.

Visiativ BtoB Commerce

Visiativ b2b e-commerce Manufacturing

Develop a new relationship with your professional customers

Maximise your BtoB sales with a e-commerce site for your resellers to enable ordering processes and offer personalized experience 24/7.


Services for the Customer Service business solution


Secure your data and your know-how

Protect your data and your know-how by ensuring robustness of your IT infrastructure and involvement of employees in cybersecurity.


Visiativ Transformation Diagnostic

Maximize the performance of your company

Global audit of your digital maturity and prioritized roadmap for growth


Community for the Customer Service business solution

Customer Service Club


Make customer satisfaction your priority with the Customer Service Club!
Customer service is a pillar of your business: with the Customer Service community, enhance your customer service and deliver the best possible experience by developing your service offer.


Visiativ Innovation Engine


Customer Service business solution is a business solution from Visiativ Innovation Engine.

Our cloud innovation platform is a unique and innovative approach that offers a continuum of local services for the digital, social and environmental transformations of SMEs and SMBs: services and solutions to plan, implement and manage your transformations, to enhance your competitiveness and your company's performance.

For over 35 years, Visiativ has been helping SMEs to accelerate their innovation, improve their competitive edge and meet their sustainable development commitments. We are a trusted advisor, with a real ability to deploy solutions, in a collaborative economy of shared experience.