Application Maintaince Support Services

  • >> Shrinkage of incident volumes on a year-on-year basis
  • >> Predictable cost model
  • >> Seamless customer experience across service desk and application support
  • >> Improved process efficiencies and compliance
  • >> Effective and quick response to changing business dynamics
  • >> Integrated and coordinated IT services delivery for cycle time reduction and end-to-end issue resolution
  • >> Flexible engagement model for AMS support

Functional Support
Logistics
  • >>Finance & Controlling (FICO)
  • >>Sales and Distribution (SD)
  • >>Materials management (MM)
  • >>Production Planning (PP)
  • >>Quality Management (QM)
  • >>Project Systems (PS)
  • >>Plant Maintenance (PM)
  • >>Warehouse Management (WM)
Human Capital Management
  • >>Organizational Management (OM)
  • >>Time Management (TM)
  • >>Personnel Administration (PA)
  • >>Payroll (India)
  • >>Performance Management
  • >>ESS/MSS
Others
  • >>BI/BO
  • >>BASIS & ABAP

Talent Pool
Skill Matrix

Process Flow

Ticket Management
  • >>Monitor ticketing tools and queue for new tickets
  • >>Classify new tickets according to guidelines and transfer to appropriate support team member
  • >>Alert support team member as necessary (based on priority of ticket)
  • >>Monitor and track ticket’s status changes and their SLA deadlines
  • >>Follow up and alert support team / Manager on SLA deadline maturity and ensure SLA is adhered
Call Handling
  • >>To ensure Helpdesk as Single Point of Contact for Customers, Helpdesk is installed with the dedicated Toll free number and VOIP phones.
  • >>The Toll free number is circulated to the customers so that customer can dial the toll free number and reach one of the Helpdesk agent available in the shift.
  • >>Helpdesk operates and ensures 24/5 support availability over phone
  • >>Helpdesk ensures the caller (Customer) to respond promptly
  • >>Helpdesk ensures appropriate and immediate routing / action on calls received
  • >>Helpdesk ensures calls are answered within 3 rings

Escalation Matrix


Partial List of Our Customers