One year ago, Belnet reached a major milestone with the complete overhaul of its support services. The result of more than two years of reflection, analysis, and discussions, this project aimed to deliver a more efficient, more structured support system, better aligned with the needs of our users.
A deep transformation serving our users
The support overhaul went far beyond minor adjustments. It marked a real evolution in the way Belnet supports its users. The model was entirely redesigned, including:
- a clear separation between technical support (incident management and technical expertise) and administrative support,
- the introduction of new contact processes,
- an optimised organisation to ensure faster and more relevant handling of requests.
This new approach now allows each request to be properly directed from the moment it is submitted and ensures professional follow-up at every stage.
A better understanding of user needs
This first year has also provided valuable insights into the nature of support requests. We observe that approximately 45% of requests are administrative, while 55% relate to technical matters or incidents. This distribution confirms the relevance of the implemented model, with a clear distinction between support types, allowing each request to be handled by the most appropriate teams and improving response times.
Important reminder: use the right channels for better support
Despite these improvements, some habits persist. We still notice that the old Service Desk email address is being used. To ensure optimal handling of your requests, it is essential to follow the new contact procedure introduced with the overhaul.
We kindly ask you to follow the instructions available here: https://belnet.be/en/support/belnet-support
What’s next?
As continuous improvement is part of Belnet’s DNA, enhancing user support does not stop here. In our ongoing effort to better meet your expectations, we are currently working on improving our customer portal, with the goal of delivering an even smoother, more intuitive, and more efficient user experience.