You don't need to bring support back in-house.
You need support you can trust again.
Considering a switch from your current support provider? Dilaco delivers an embedded, SLA-driven model for IT service desk, B2B support, and B2C support, ensuring a smooth transition with minimal operational disruption.
30 years
of operational experience
+21 000
avg. tickets per month
15 sec
avg. pick-up time
70%
first contact resolution
4 languages
NL • FR • DE • EN
Your support is outsourced.
The service quality is underperforming.
Sound familiar?
Service quality feels inconsistent
Employees, customers, and partners receive different experiences depending on who handles the request, making service delivery difficult to trust.
Escalations keep returning
Issues that should be resolved by your provider continue flowing back to internal teams, consuming valuable expertise and operational bandwidth.
Slow follow-up on critical issues
Reports without real improvement
KPIs are reviewed, governance meetings take place, and SLA targets are tracked. Yet recurring issues persist because ownership and root-cause resolution are missing.
The problem isn’t outsourcing. It’s trust.
Regain control without rebuilding support from scratch.
Switching providers shouldn’t create more risk. It should remove it. With Dilaco, you gain:
Why Dilaco?
Not another contact center.
A structured support model combining people, process and practical automation, with the flexibility and proximity your operation needs.
Dedicated where knowledge matters. Flexible where demand changes.
Most providers force you to choose between stability and flexibility. We don't.
A fixed team that understands your organisation
What does this mean?
✓ Named support specialists who become familiar with your users or customers, systems, and way of working.
✓ Less knowledge loss caused by agent turnover, offshoring, or frequent team changes.
✓ Fewer escalations back to internal teams thanks to stronger operational knowledge and ownership.
Additional capacity available when volumes rise.
What does this mean?
✓ Instantly available support capacity during ticket surges, major rollouts, and seasonal peaks.
✓ Business continuity without disruption during staff leave, unexpected absences, or periods of rapid growth.
✓ One team, one knowledge base ensuring service quality remains consistent, even when additional capacity is activated.
✓ Scalable support without complexity so capacity can increase or decrease without lengthy recruitment cycles or contract renegotiations.
One team. | One governance structure. | One set of KPIs. | One accountable partner.
Worried about switching?
Many organisations stay with underperforming suppliers because they’re afraid of the transition. We understand that. That’s why our approach is designed around controlled change and operational continuity.
FAQ
The answers we give most often, on the first call.
What happens if ticket volumes suddenly surge?
A. Our hybrid delivery model combines a core dedicated support team with a pre-trained Flex Pool.
This allows your support operations to absorb sudden volume spikes, B2C promotional peaks, or major internal IT rollouts without requiring new contracts or sacrificing response times.
Do we need to replace our current ticketing system or ITSM tools?
A. No.
Dilaco integrates directly with your existing software stack, such as ServiceNow, Jira, TOPdesk, Ivanti, and more.
How long does a typical support desk transition take?
A. A standard transition typically takes between 2 to 6 weeks, depending on operational scope and whether we are onboarding IT support, B2B client care, or B2C customer operations. Our team manages the entire migration timeline to ensure zero service gaps.
How does Dilaco guarantee a transition with minimal operational disturbance?
A. We rely on a structured, 5-step knowledge transfer framework aligned with ITIL v4 and COPC quality standards.
Rather than forcing a hard cutover, our team conducts structured shadow shifts, parallel runs, and comprehensive workflow mapping to protect daily operations from disruption.
How is co-sourcing with Dilaco more cost-effective than internal hiring?
A. How does Dilaco differ from traditional IT and customer support outsourcing providers?
Co-sourcing gives you instant access to a flexible pool of skilled L1, L2 and L3 engineers under a predictable SLA pricing structure that scales with actual operational needs.
Let’s see if we’re a fit.
Tell us where your current provider is falling short. We’ll use the conversation to explore whether a transition makes sense.
Confidential. No obligation.
