Keep your employees productive, your customers supported, and your operations running at scale. From responsive help desk support to SLA-driven IT service desk support, our multilingual teams deliver seamless IT operations, omnichannel customer care, and local field services.
TRUSTED BY:
We build support systems, not just staff augmentation. Every engagement is engineered around governance, ownership, and measurable outcomes, so your operation can grow without breaking.
MULTILINGUAL BY DESIGN
Native support across the Benelux
Dutch, French, German and English delivered by locally-based agents, not a translation layer. Your customers and employees speak their language; ours do too.
NL
Dutch
FR
French
DE
German
EN
English
IT SERVICE DESK · L1, L2 & L3
From first contact to root-cause resolution, minimising technical downtime.
Multi-tier model
L1 · L2 · L3 escalation
Lifecycle management
IMACD, stock and hardware
ITSM integrations
ServiceNow · Jira · TOPdesk · Ivanti · Other
APPLICATION & PROCESS SUPPORT
Less disruption and seamless workflow continuity across your software stack.
Specialised support profiles
available upon request
SPOC model
centralised request management
OMNICHANNEL B2B / B2C CUSTOMER SUPPORT SERVICES
Every customer interaction handled consistently to build long-term brand loyalty.
Scalable operations
flexible teams that grow with demand
Service excellence
aligned with COPC, ITIL, and ISO 27001 standards
ON-SITE SOFTWARE AND HARDWARE SUPPORT
Immediate physical intervention and expert support when remote resolution falls short.
Certified field engineers
35+ experienced technical specialists
Break & Fix and Smart Hands
reliable local execution
Coverage accross the Benelux
by our local support teams
We combine experienced support teams with intelligent automation to reduce operational pressure, improve efficiency, and accelerate resolution times. Every solution is tailored to your organisation and implemented at a pace that works for your teams.
01 — Self-service & deflection
Empower users with intelligent self-service tools and call avoidance strategies that resolve routine issues instantly.
02 — Smart operations
Streamline workflows using intelligent routing, automatic ticket creation, and Robotic Process Automation (RPA).
03 — Next-gen interaction
Deploy advanced voice agents and Natural Language Processing (NLP) to handle high-volume inquiries naturally and efficiently.
04 — Controlled implementation
Every rollout is managed with a clear scope, impact analysis, and risk review to ensure a seamless transition.
REASON 01
135+
engineers across the Benelux
Locally recruited, locally managed. Multilingual by default, certified by discipline, and retained through structured career paths.
REASON 02
SLA-based
outcome-priced engagements
Predictable unit economics. Pay for resolution, not for hours. Volume-flex clauses absorb peaks without renegotiation.
REASON 03
ISO 27001
certified information security
Audited controls, GDPR-compliant processes, and Belgium-based data handling. Enterprise procurement approved.
OPERATIONAL SCALE AT A GLANCE
30 years
of operational experience
+21 000
avg. tickets per month
15 sec
avg. pick-up time
70%
first contact resolution
A. Yes.
We routinely take over specific tiers (L1 only, L2/L3, or after-hours), or act as an extension of your existing team. You decide where we add the most value.
A. Trilingual support by default.
No transfers, no language barriers. Every interaction is handled by a multilingual support professional from start to finish.
A. Yes. We adapt to your technical environment, not the other way around.
Our service desk engineers are fully trained to log and manage incidents directly inside your existing ticketing systems, such as ServiceNow, Jira Service Management, TOPdesk, or other ITSM tools.
A. We deploy a structured Hybrid Capacity Model.
You get a dedicated core team of engineers who fully understand your business processes, backed by a flexible, multi-tenant pool of resources. This allows us to scale up instantly to absorb seasonal peaks, project rollouts, or sudden business growth without any recruitment friction or onboarding delays on your end.
A. We take a pragmatic, step-by-step approach to automation.
We don’t implement technology for its own sake. Instead, we analyse your ticket history to identify repetitive, low-value manual tasks. We then introduce targeted AI workflows (such as intelligent ticket categorisation, automated routing, and NLP-assisted replies) to speed up resolution times, reduce manual errors, and lower your operational costs without putting service stability at risk.
A. Yes. We operate a dedicated field engineering service across the Benelux, backed by 35+ certified field engineers.
Our field engineers provide on-site support whenever a physical presence is required, from troubleshooting and hardware replacement to installations, rollouts, and IMACD activities.
A. We offer flexible coverage models tailored to your operational requirements.
From business-hours support to 24/7/365 coverage for critical environments, our services are designed around your operational needs and service level objectives. This ensures business-critical systems and processes remain supported whenever assistance is required.
A. Absolutely. When you outsource customer service with Dilaco, our agents operate as an extension of your brand.
Delivered natively in Dutch, French, and English following COPC quality guidelines, your customers experience seamless, high-touch support.
A. Unlike traditional staffing vendors, we do more than provide people. We take ownership of the service outcome.
Through dedicated teams, clear governance, SLA-driven delivery, and continuous optimisation, we help improve support performance while reducing operational overhead.
Three ways in. No hard sell. Pick the one that matches where you are today.
Send a specific question
Prefer to write? Drop us a quick email with your operational challenges, tooling requirements, or specific questions. Our team will get back to you shortly.
Discovery call
30 minutes. We listen to your current setup, share what we’ve seen work in similar organisations, and leave you with a clearer picture.
Support Workshop
Working session with your team. We map your current support model, benchmark it against industry standards, and identify your highest-leverage moves.
