Customer Service

Service for customers who have completed the transition cycle from the project to Support

Once completed the Microsoft Dynamics project implementation activities, EOS accompanies its customers for the entire Information System Life Cycle delivering service for Application Support through a Business Unit dedicated to Customer Service.

AMS (Application Management Services) supports customer organization in maintaining a ERP system stable and efficient and it grants the evolution of it with a high service level and keeping the information system aligned to business needs.

AMS services are supplied through an organizational structured on 3 tier, which covers all the needs of the customers for ordinary support, corrective maintenance, evolutionary maintenance and the optimization of process:

Helpdesk

Software Development Team

Consulting Team

Infographic

Services Lifecycle
Services Lifecycle
Tier 1

Helpdesk service is supplied according to best practice ITIL through a remote support team, which offers to customer an efficient support to business activities with the aim to allow a full operation of the users.

The main characteristics of the service are:

  • Unique point of contact for all the support requests (SR)
  • Taking charge, categorization and assignment of SR
  • SR management until resolutions
  • Escalation to a superior level management when necessary
  • Service quality control

Support requests are managed through an advanced ticketing system granting level of service (SLA) contractualized with the customer. Traceability and monitoring of requests is given in realtime through Customer Portal.

Remote support team manages activites related to statutory and tax updates, in terms of news informational and planning of updates; it makes also the configuration and training of fiscal updates, ensuring ERP Microsoft Dynamics system compliance to current tax legislation.

Tier 2

The Software Development Team has the role of Escalation for all the requests of technical support received from the HelpDesk (Incidents) and at the same time it realizes all the changes and optimization requests, as well as integrations with third parties systems.

All the Change requests are subjeted to a process of analysis, estimate, approval, development, test and release and they are accessible by the customer through Customer Portal.

Tier 3

Consulting Team oversees, also with activities at Customer premises, the evolution needs of the Information System, managing at the same time optimization projects which gradually emerge during the solution life cycle.

Team Consultants collaborate with IT Staff, Customer managers and users, aknowledging process needs which translate functional requisites.; they represent a qualified interface for the customer and they control service quality and customer satisfaction.

Would you like to know more about our ERP & CRM business solutions and how to adapt them to the needs of your company?