Maintain

The call centre at the core of the maintenance system

The call centre serves as the centralised point of contact for managing requests related to fire safety systems: incident reporting, service requests, tracking of actions, and coordination of teams.

DEF provides its customers with a well-organised and specialised call centre designed to assess requests, direct actions, and ensure rigorous follow-up, while taking into account operational and safety considerations.

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Request management
Coordination of Interventions
Point of contact

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Why a dedicated call centre is essential

The growing number of points of contact and communication channels complicates the management of incidents and service requests.
A dedicated call centre helps organise communications and ensure consistent and efficient service.

The call centre makes it possible to:

centralise all requests
quickly assess situations
prioritise actions based on criticality
coordinate with the relevant teams
provide the operator with a clear overview

The call centre is a key tool for operational management. outil clé de pilotage opérationnel.

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DEF, a well-structured, operations-focused call centre

The DEF call centre relies on teams trained in fire safety issues and clear handling procedures.

Our role is to:

receive and log requests
classify incidents or expressed needs
direct efforts toward the appropriate teams
follow up on interventions
maintain open communication with the operator

An approach focused on clarity, coordination, and traceability. clarté, coordination et traçabilité.

What the DEF call centre offers

The DEF call centre is integrated into the maintenance systems and scaled to meet customer needs.

Single point of contact

Centralisation of calls and requests related to fire safety systems.

Evaluation of requests

Analysis of the nature and criticality of the stresses.

Prioritisation of actions

Referral of requests based on urgency levels and contractual obligations.

Team coordination

Link between the call centre, maintenance, on-call staff, and field teams.

Follow-up of interventions

Managing and monitoring the progress of the initiatives undertaken.

Traceability and reporting

Recording of requests and related actions.

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A call centre designed for complex environments

The DEF call centre is particularly well-suited for:

sites with high activity or continuous operation
multi-site organisations
industrial, commercial, and logistics environments
public access and high-rise buildings
organisations that require a centralised point of contact

Each system is tailored to the customer’s operational requirements.

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The call centre at the core of the maintenance system

The call centre works in conjunction with:

the maintenance contract
the corrective maintenance
the 24/7 on-call duty
the monitoring and management tools

An essential component for smooth and secure incident management.

Corrective maintenance Maintenance contract

Our support

Our commitments to you

A structured approach to ensuring the safety of your fire safety projects from the very beginning.

Effective centralisation

A single point of contact for all requests.
Controlled responsiveness

Prompt and structured care.
Coordination of actions

A seamless connection between all stakeholders.
Full traceability

Clear and well-documented follow-up.

Our services

DEF supports you at every stage of your fire safety

We offer services tailored to your needs, to support you effectively and guarantee quality results.

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Need a single point of contact for your systems?

Our teams will work with you to set up a call centre tailored to your installations.

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DEF Assistant

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