In a world where service continuity is essential, CLS stands out for its ability to offer a real 24/7 service, a rarity in the sector.
This continuity is made possible by a robust infrastructure, proven processes, and trained, structured, and dedicated teams. For nearly 40 years, CLS has ensured uninterrupted support, day and night, worldwide.
Discover how our pioneering company maintains service excellence through innovation and unwavering human commitment with Philippe Roques, IT and Operations Director of the group.
Why does CLS operate continuously, 24/7?
Our operations center is the beating heart of our solutions. Providing continuous service to our clients worldwide at any hour of the day or night, and protecting human lives since some of our applications have that responsibility, is one of our priorities.
Since 1986, we have evolved from two operators managing the Argos system to a team of twelve people monitoring 260 applications and products. Digitization has revolutionized our work: automated alert systems ensure maximum efficiency.
And the teams, what about the human aspect?
To do this job, you need to be passionate, committed, and have a clear vision of our mission. Our employees are skilled, dedicated, and reliable. They know their work is crucial. I have complete confidence in them. After 40 years, we constantly question our organization and way of working to keep improving.
How do you ensure global 24/7 service?
CLS has implemented agile and scalable processes. Our infrastructures, whether cloud-based or hosted internally, place data at the heart of everything. Our technical teams offer a service desk with varied skills, and we have effective but, more importantly, regularly tested contingency plans. Our two Tier-3 level data centers guarantee active redundancy and maximum security.
Who are the teams behind this 24/7 service?
We have 12 operators working 24/7, 24 operations engineers, 20 IT experts, and 8 decision-making on-call staff. This organization is almost unique in our sectors of activity and related to the size, age, and experience of our company.
Our teams, composed of IT graduates, are experts in server administration, telecommunication systems, and database management. We provide IT support and application support, ensuring rigorous monitoring and control. The challenge is significant; the data we host is the health record of the Planet.
What are the future challenges for a 24/7 service?
I have worked in 24/7 for 35 years. Our future strategic challenges include automation and the use of AI to enhance the value of our operators. They need to focus on high-value tasks and deeply understand our clients’ needs. The better we know our clients’ challenges, the better our response will be. That is our commitment.
