The purpose of this contract is to:

LOT 1 - Customer Relationship Center (CRC): The implementation of the telephone tray and associated resources for the CRC of

FAMILY & PROVENCE with recurring call taking services, customer information and information on the NOVAMAP and PIH4 tool (Aeron)

LOT 2 - On-call “Technical Emergencies” The processing and management of calls and interventions for urgent technical requests not having a rental character defined according to Decree No. 87-712 recalled in Annex 6 of the CCTP, allowing to ensure the maintenance of all real estate groups managed by the company

The purpose of this contract is to set up the telephone tray and associated resources for the Family & Provence Client Relations Center (CRC) with recurring call taking services, customer information and information on business tools: NOVAMAP and AAERON, common to all users.

The processing and management of intervention requests to ensure the maintenance of all real estate groups managed by the company FAMILLE & PROVENCE whose list is given in Annex 1 of this CCTP, 24 hours a day and 7 days a week, outside hours and working days, for urgent technical requests that do not have a rental character defined according to decree n°87-712 recalled in annex 2.

This management will concern the following areas:

- The maintenance of the telephone hotline with systematic call recording and traceability of the caller's number,

- Transmission of work orders to service providers designated by the company FAMILLE & PROVENCE and verification,

- The communication to the company FAMILLE & PROVENCE of the reported events, the follow-up given and the failures of interventions using a written summary report.