Services AMS Support

Answering quickly, efficiently and with quality is essential to build a good relationship with customers. Your clients also need to be serviced swiftly, receiving your product on the right time, with the expected quality.
The decision to implement an ERP system is based on structuring and controlling processes so that the continuous improvement can be even more refined. The system is a live organism inside the company, and goes through situations in which it needs to be updated, fixed and improved, so it can continue to fulfill its main purpose.

It is known that an unexpected situation in the system related to its business processes can lead to wasted time and loss of quality on the delivery. Any company that wishes to provide the best for its clients needs an efficient customer service to be prepared for these events.
With this in mind, we provide Remote Support through a cell with experienced, support-focused consultants.

Our objective is to thin out the client's necessities and fulfill them assertively, swiftly and with quality, keeping a record of all the steps required to solve said situation.

Our Mission


To meet the customer's needs with quality and assertivity while respecting the SLA, adding to your satisfaction and business chain value.

How does the service work?


We seek to offer a fast and precise service, using methods that basically follows the following steps:

  • Understanding the ticket's scope
  • Aligning the scope with customer (if necessary)
  • Actions necessary to solve the problem (functional and/or ABAP)
  • Testing (funtional\ABAP) in the setting defined on the scope and other settings we find necessary (with similar processes)
  • Creating documentation with evidence of all tests, screen prints and created requests
  • Request transportation, customer tests and monitoring to close the ticket

Sword


Seeking to improve our service process and security, we use a specific tool to connect with customer environments.

This tool is called SWORD, an APP developed in JAVA that can safely manage every access to SAP environments.


How does it work?

  • The administrator creates a username and a password through the application
  • The consultant logs into the application with his own username and password, and can choose between the SAP environments
  • Without any login credentials, SWORD can access the desired SAP environment. This way, the consultant has no access to the customer's sensitive data


Benefits for us

  • Safety when handling the environments' passwords
  • Admins can instantly block environment access (in case of wrong or blocked passwords, for example)
  • Access is made way faster, making our day-to-day work easier


Benefits for you

  • Safety when accessing SAP environments
  • No more wrong login information leading to blocked users
  • Changing passwords and login info is made easier

If you wish to know more about this service, please contact us.




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