Innovise Managed Services developed its Application Management service because our clients wanted more than just a software help desk.
They found many of the user questions were "How do I do this?", "I cannot get cash posting to work", all of which are normally outside the scope of a software vendors’ help desk.
In addition, software vendors are not interested in resolving problems where the base software has been modified or has third party software integrated or it is not maintained.
To respond to this problem Innovise Managed Services developed an Application Management Service, which has become a core part of our business. As IFS and ORACLE business partners, the provision of Application Management is a core competency for us with an established infrastructure that can:
- Handle the peaks and troughs of calls.
- Ensure Service Levels are achieved and measured.
- A call reporting system that can issue problem reports to third party software suppliers and monitor their responses.
- Already provides cover for a number of Pan European companies.
- Can cover extended working hours and days if required.
- Can provide you with reports on the number and type of calls and those that are responded to within the agreed Service Levels.
Through its proactive monitoring of calls Innovise Managed Services will:
- Reduce the number of calls made by identifying any repetitive call and analysing the reason causing the problem.
- Improve the users knowledge of the IFS processes.
- Identify (and deliver when required) training; performance and usability enhancements.
Over the years the service has been improved to provide a quick and efficient service that includes:
- Dedicated Application consultants.
- Dedicated Account Support Manager.
- A business process to register and monitor progress of calls.
- Service Level Agreements.
- Out of hours support (if required).
- Monthly analysis of calls.
- Client review meetings.
- Management of third party software problems
- Fixed annual costs to help your bottom line!
Click here to have someone contact you to discuss our range of IFS Application Management Options.
