Application Maintenance Service (AMS) serves as the lifeline of the company’s technology stack, ensuring its continuous functionality. In the realm of enterprise relying on an ERP system, numerous challenges may arise, necessitating the intervention of experts or subject matter experts (SMEs) to deliver solutions. While some issues can be addressed within the existing ERP system, others may require custom solutions tailored to specific customer needs. At CES, our team of solution experts is dedicated to promptly identifying and providing resolutions or workarounds to minimize downtime and enhance cost-effectiveness for our clients.
CES places particular emphasis on various areas to ensure customer satisfaction, which are integral components of our service portfolio aimed at alleviating customer stress:
1. Single Point of Contact (SPOC)
At CES, we recognize the challenges customers face in navigating multiple contacts and channels for SAP system support. We understand that running a business leaves little time for searching through documentation to find the right person to assist with specific issues.
To address this challenge, we introduce a Single Point of Contact (SPOC) solution, embodied by our Service Delivery Manager (SDM). The SDM serves as the dedicated and accountable point of contact for the customer, streamlining communication and simplifying the support process. With the SDM in place, customers can efficiently reach out for assistance, even outside of the designated support window, without the need for extensive search or confusion.
2. Maintenance of a Customer Factsheet
The Customer Factsheet serves as a comprehensive dossier, providing a holistic overview of the customer’s profile and requirements. It includes:
- Business Overview and Process Flows
- Ticket Handling Procedures
- Primary Stakeholders
- Third-party Basis Support & Infrastructure Team Contacts
- Cheat Sheets for Specific Tasks and Monitoring Activities
- Knowledge Transition Links
- Self-Service Guides for Ticketing Tools and VPN Access
This wealth of information is invaluable for us as a service provider, as it not only outlines tasks but also facilitates a deeper understanding of the customer’s business landscape. At CES, we firmly believe that grasping the intricacies of our customers’ operations is essential for delivering exceptional service. This knowledge enables us to:
- Enhance service quality by aligning tasks with business objectives
- Serve as technology partners, offering strategic guidance for future endeavors
- Empower our SMEs and experts to swiftly comprehend business nuances and propose tailored solutions
- Expedite issue resolution through informed decision-making
By maintaining a robust Customer Factsheet, we ensure proactive and effective support, fostering a strong partnership with our clients
3. Periodic Service & Business Reviews
At CES, we prioritize the implementation of periodic Business Reviews, which ideally occur on a monthly or quarterly basis, with additional reviews scheduled as needed. These reviews serve multiple purposes:
- Providing Leadership Insights: These reviews offer leadership teams visibility into ongoing activities and developments.
- Continuous Improvement Opportunities: As service providers, these sessions afford us the opportunity to assess what’s working well and identify areas for enhancement.
- Building Mutual Trust: Engaging in these discussions fosters mutual trust and strengthens our relationship with clients, positioning CES as a trusted partner in their journey to success.
- Strategic Road mapping: Leveraging our technical expertise and experience, CES can offer valuable insights and assist in devising a robust roadmap, ensuring the customer remains future-proofed against technological advancements.
By conducting regular Service & Business Reviews, we aim to drive collaboration, transparency, and innovation, ultimately delivering exceptional value to our clients.
4. Flexibility and Scalability
As our customers’ businesses evolve, whether through organic growth, acquisitions, or external factors such as the recent pandemic, their operational scope undergoes changes. These fluctuations inevitably impact the technology resources supporting them.
To effectively respond to these evolving demands, CES offers flexible resource plans that can swiftly scale up or down as needed, even on short notice. Our adaptable approach ensures that we can seamlessly adjust our resources to accommodate changes in customer demand, thereby supporting their evolving business requirements with agility and efficiency.
5. Usage of AI and Chatbot
CES maximizes the potential of AI and chatbots to optimize Application Support Services by:
- Automating the ticketing process
- Analyzing tickets using AI algorithms
- Providing automated status updates and notifications
- Offering solutions based on knowledge base, FAQs, and past incidents.
This initiative is geared towards enhancing service delivery, enabling quicker and more efficient assistance for our valued business users.
6. Transition Methodology and Tools
At CES, we pride ourselves on our robust transition methodology, supported by a comprehensive array of tools and templates for each module. Our methodology is meticulously structured to ensure minimal oversights, with every aspect of knowledge transfer meticulously planned.
To effectively respond to these evolving demands, CES offers flexible resource plans that can swiftly scale up or down as needed, even on short notice. Our adaOur transition plan encompasses a day-by-day breakdown of activities, including shadowing, reverse shadowing, independent issue handling, and adherence to SLAs. This systematic approach leaves no room for error and ensures a seamless transition process.ptable approach ensures that we can seamlessly adjust our resources to accommodate changes in customer demand, thereby supporting their evolving business requirements with agility and efficiency.
Thanks to our foolproof system, we’re able to complete transitions in record time – typically within just two weeks. This not only alleviates stress for the customer but also minimizes downtime, allowing the system to be up and running with minimal disruption.
