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Application Maintenance Support Services
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Shrinkage of incident volumes on a year-on-year basis
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Predictable cost model
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Seamless customer experience across service desk and application support
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Improved process efficiencies and compliance
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Effective and quick response to changing business dynamics
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Integrated and coordinated IT services delivery for cycle time reduction and end-to-end issue resolution
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Flexible engagement model for AMS support
Functional Support
Logistics
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Finance & Controlling (FICO)
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Sales and Distribution (SD)
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Materials management (MM)
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Production Planning (PP)
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Quality Management (QM)
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Project Systems (PS)
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Plant Maintenance (PM)
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Warehouse Management (WM)
Human Capital Management
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Organizational Management (OM)
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Time Management (TM)
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Personnel Administration (PA)
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Payroll (India)
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Performance Management
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ESS/MSS
Others
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BI/BO
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BASIS & ABAP
Talent Pool
Skill Matrix
Process Flow
Ticket Management
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Monitor ticketing tools and queue for new tickets
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Classify new tickets according to guidelines and transfer to appropriate support team member
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Alert support team member as necessary (based on priority of ticket)
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Monitor and track ticket’s status changes and their SLA deadlines
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Follow up and alert support team / Manager on SLA deadline maturity and ensure SLA is adhered
Call Handling
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To ensure Helpdesk as Single Point of Contact for Customers, Helpdesk is installed with the dedicated Toll free number and VOIP phones.
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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.
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Helpdesk operates and ensures 24/5 support availability over phone
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Helpdesk ensures the caller (Customer) to respond promptly
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Helpdesk ensures appropriate and immediate routing / action on calls received
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Helpdesk ensures calls are answered within 3 rings
Escalation Matrix
Partial List of Our Customers