Customer Service Nova Systems customer care 365 days a year
Customer care is at the center of everything for Nova Systems. An approach that has been guiding us since 1981 and that has been consolidating year after year, through a mixture of passion, experience and innovation. Our 24-hour service and constant listening to the needs and expectations of companies in the world of international shipping, customs, transport and logistics are the prerequisites for us to go beyond simple collaboration between partners. Together with the companies of the sector, we face every challenge on the market. We always share objectives and new goals to be achieved together.
All this is made possible by the continuous direct line and the relationship of mutual trust that is established between the customer and Nova Systems.
Your satisfaction is our priority.
Service Desk, timely and competent customer care.
Our Service Desk, with its highly qualified multilingual staff, is a specialised centre to which users can turn in case of need. The customer service provides timely and competent support, so that operators can exploit the full potential of the BeOne software solution, wherever they are in the world.
The quality of the support services is guaranteed directly by Nova Systems. The First Level Help Desk, which is responsible for managing quick solution reports, provides the service directly from our headquarters in Verona, and not from third-party distributors. In particular situations the Second Level Help Desk , comes into play, as specialized technical assistance on every product and service of Nova Systems.
Requests for advice and implementation of the BeOne software are instead managed by the Product Help Desk, which is provided by the customer's country of origin thanks to the presence of dedicated mother tongue Account Managers and Project Managers.
Mobile assistance
Go to support
Tickets
Go to support
Training and education
FAQ
Go to support
MOBILE ASSISTANCE
Customers have a direct connection with us. Through mobile assistance we listen to their needs and provide real-time solutions to solve every need. Nova Systems Help Desks provide users with mobile assistance for infrastructure, services and all software modules such as Transportation Management System, Air, Sea and Land, WMS, Customs, Accounting, Electronic Storage and all other services in the BeOne suite.
To provide a service tailored to the specific needs of each customer, Nova Systems offers two types of mobile assistance: “Basic” and “Gold”.
"BASIC" SUPPORT
Nova Systems guarantees the customer telephone and online support for the infrastructure and services, during the on-call time of the Help Desk. In addition, the customer has the right, if enabled, to online assistance through the opening of a ticket in the reserved area.
- First level Help Desk Timetable (Local time NS Italy):
- • Monday to Friday, 7.30 a.m. to 7 p.m.;
- • First level Help Desk availability times (local time NS Italy):
- • Monday to Thursday, 7:00 p.m. to 10:00 p.m.;
- • Friday, 7:00 p.m. to 12:00 a.m.;
- • Saturday, 8:00 a.m. to 12:00 noon.
+39 045 87 88 200
"GOLD" SUPPORT
By signing the “Gold” service contract, the customer will have no worries. Our staff is available to offer total assistance 24 hours a day, 7 days a week, 365 days a year, therefore the customer is finally free to focus on their business. This special telephone support can be obtained by signing the “Gold” contract and consists first of all in the extension of the telephone availability times.
In case of emergency, our staff is available at night and on weekends.
- First level Help Desk Timetable (Local time NS Italy):
- • Monday to Friday, from 07.30 a.m. to 7 p.m.
- • First level Help Desk availability times (local time NS Italy)
- • Monday to Thursday, 7 p.m. to 7.30 a.m. the following day;
- • Friday, from 7 p.m. to 8 a.m. the following day
- • 7:00 p.m. Friday through Saturday until 4:00 p.m.;
- • on Sunday at 10:00 p.m.
+39 045 87 88 200
HELP DESK
Our Help Desk, with its highly qualified multilingual staff, is a specialised centre to which users can turn in case of need. The service provides customers with timely and competent support, so that operators can exploit the full potential of the BeOne software solution, wherever they are in the world.
First level HD
The quality of the service is guaranteed by Nova Systems. The First Level Help Desk, which is responsible for managing quick solution reports, provides the service directly from our headquarters in Verona, and not from third-party distributors.
Second level HD
In case the customer has special needs, the Second Level Help Desk comes into play.
Nova Systems provides specialized technical support for every product and service in the BeOne software solution.
Product HD
BeOne consulting and implementation requests are handled by the Product HD, which is provided by the customer's country of origin. Thanks to the presence of dedicated mother-tongue Account Managers and Project Managers.
TICKET ASSISTANCE
In addition to mobile support, the customer has the right to receive online support services by opening a ticket in the reserved area. The ticketing system allows the customer to have under control every report and request. The use of tickets also allows Nova Systems to direct the request directly to specialized personnel, reducing intervention times.
An effective solution for every problem
Upon receipt of the call, the the First Level Help Desk may, if the problem cannot be immediately solved, open a ticket to the specific Division or Department, which will resolve the request as soon as possible. Even if the report is resolved by phone, a ticket will be managed to keep track of the request. Every report is recorded in order to improve the quality of Nova Systems' service.
Support services at all times
If the request relates to consultancy and assistance on the use of the software, the ticket is delegated to the Product Help Desk, which deals with reports relating to the management. In case of specific needs of a Client, the Product Help Desk can transfer the application to the relevant Account Manager and/or Project Manager.
Read the dedicated guide
CONTINUOUS ASSISTANCE
Each Nova Systems customer is assigned a Project Manager and an Account Manager for each of the activities carried out by the company: from accounting to shipment and warehouse management, through to customs operations and much more. The customer can establish a relationship of trust and dialogue with the staff dedicated to him, which is available for any need for advice, training or analysis of business processes. The intervention on the applications is carried out by expert personnel, to whom customers can also request customizations and implementations of the software, which are performed and coordinated by our Research and Development Centre, through the release of new releases and patches as needed.
RESERVED AREA SINOVA
To meet the needs of its partners Nova Systems has created the Sinova portal, a real dedicated space, where the customer can autonomously access many functions, manage quotes and control movements and documents. All this wherever the user is, simply by accessing the reserved area by entering your ID and Password.
Available to every customer
- • the manuals for the use of the application;
- • documentation of the technical specifications and hardware requirements for Nova Systems products and services;
- • data exchange (EDI) record paths;
- • the interface for consulting tickets;
- • their own estimates, with the possibility of accepting or rejecting them;
- • the list of reports of interventions made by Account Managers and Project Managers at customers' premises.
FAQ - Frequently Asked Questions
Click on the buttons to find out the answers to the most frequently asked questions
Check the spam folder, if there is not the message you are looking for, check your internet connection by opening an internet browser.
Check that the printer is turned on and that there are no errors on the screen, check that all cables are connected, try to restart the printer.
Try to restart the terminal and verify that there is signal coverage.
This is the password for the Electronic Customs Service, which expires every 90 days. The password must be changed in your reserved area on the Customs website, and then the new password (even if the same as the previous one) must be entered on the Nova Systems customs portal by clicking on the icon of the key, which after the expiry of the password has become red. Once your password has been updated, the key icon will become white and you can send your declarations for another 90 days.
To create an AS400/ V10/ BeOne user you need the following information:
-First and last name
-New user's email address
-Other existing user from whom to copy the print settings
Contact our Help Desk at +39 045 87 88 200 to reset your password.
Harness all the advantages of BeOne thanks to NovAcademy
Thanks to our training program BeOne will hold no more secrets. The IT society has instituted NovAcademy, the training school built in association with Assologistica and in connection with prestigious partners in the sectors of logistics, international forwarding, transport and customs.
Subscribe to our newsletter to receive all the information about our courses
NovAcademy is the new chapter of the story which Nova Systems has written to strengthen the relationship with its customers.
A new service which further elevates the quality of the assistance and customer service to the firms of the sector. The school was founded with three main objectives:
- • Make users autonomous and expert in the utilization of the BeOne software solution;
- • Enhance the performance of the staff in every sector of the firm;
- • Accelerate the daily tasks of the team, going straight to the heart of business processes
To reach these goals NovAcademy offers its customers courses over the whole year, which allow users to learn all the functionalities of BeOne.
Do you need more information? Contact us
