Reactive and Proactive Support

Our reputation for customer service excellence is founded upon our people and long-standing relationships with our IBMi clients. However, our helpdesk teams do not simply react to incident. We have custom built software programs that proactively report and resolve incidents to our helpdesk teams, so we are alerted to and able to resolve incidents, prior to the business or user’s identification. Our proactive IBMi software monitors can alert the business and our helpdesk system to numerous business process failures, such as, EDI failure inbound or outbound, ERP subsystem P1 failures, IBM operating system messages that will impact BAU support, Financial discrepancies that will impact business continuity.

Knowledge Sharing

We actively knowledge share with ‘key’ client users in the identification and resolution of incident logs. Moreover, we demonstrate the source of the incident by helping the user understand where and why the incident emanated from. We find this principle beneficial to the client and our helpdesk teams as it educates and empowers key users and untimely reduces the number of incident logs. This IBMi knowledge sharing is communicated through our in-depth ticket resolution responses, via remote screen shares and system walkthroughs and granting users access to their knowledge base within our helpdesk portal.

Education

We find familiarity breeds opportunity. Our IBMi development teams can be engaged to analyse your IBMi systems, IBMi bespoke and iSeries business processes which enables them to educate the user in best practices, to prevent potential pitfalls and avoidable incident logs. Our helpdesk consultants can also be engaged to educate users to improve business processes, and technology improvements.

Ownership & Dedication

It goes without saying a helpdesk team is tasked to record and resolve incidents. Our helpdesk teams differentiate themselves through their dedication and ownership of incident management. We do not ‘clock off’ on any incident that causes operational issues to the business. We are proud of this reputation for ownership and dedication.

Communication

We believe communication is key in any support service. To this end each enhanced support client is designated an account manager. Our account manager will distribute incident records and their resolutions. All enhanced support clients can review call metrics, KPI’s and performance metrics with their dedicated account manager on a monthly basis.

Flexibility

We tailor our contracts IBMi development and support contracts to suit our client’s preferences and we will endeavour to tailor them on a client requisite basis. These can be as straightforward as pre-paid IBMi development days or as extensive as a fully outsourced IBMi development and support service.