Customer Assistance Microsoft Dynamics AX. Technical Support Extension Modules and Applications Modifications, Training, Upgrades

Transcription

1 Customer Assistance Microsoft Dynamics AX Technical Support Extension Modules and Applications Modifications, Training, Upgrades

2 Smooth and secure operation of business applications Ericpol 1400 employees Łódź, Cracow, Warsaw ERP, BI, Sharepoint implementations, Workflow

3 The system is implemented what next? A functioning ERP is a system that processes large amounts of data. It provides day-to-day support for the staff and a wide range of end users as regards company management and ongoing operations. At this stage, the following are of key importance: uninterrupted work system development effective use of data to make the right decisions An implemented system should operate smoothly and develop along with the company and the ever-changing environment. This is why we offer professional technical support and additional advanced functionalities, including analytical tools. Partnership model We offer a time-tested partnership model based on: Subscription Technical Support Plans you can choose between the following flat-rate variants: - Basic; - Standard; - Premium; Plus we have an Emergency Technical Support Plan, where we are ready to provide assistance ad hoc : - Support Ready. Technical Support Plans Security Each plan guarantees security through suitable response times. Together with the customer we choose the form of partnership most suitable for their needs. In all variants customers are provided with convenient information channels, including PAB Serwis a comprehensive and continuously developed internet platform. It permits efficient and secure (SSL connection) request management. Benefit from Ericpol s technical support Security of operation ensured through: Guaranteed response and repair times A team of certified consultants and programmers dedicated to providing assistance Improved efficiency of processes in the system Access to advice through PAB Serwis a dedicated application Access to advice through a dedicated Hotline messages for status requests Monthly reports regarding work by the technical support Encrypted SSL connection Management of queries about functionality modifications/ extensions through PAB Serwis A bundle of hours for minor modifications within Technical Support Plans User profile management User Guide Basic Premium Standard Support Ready Our technical support application The application was created specifically for customers who have ERP and other business applications. It is a dedicated tool guaranteeing control over the request management process. The customer receives the PAB Serwis User Guide, which clearly lays out the steps required for request management, including definitions of errors, descriptions of user roles and request management processes. The application is under continuous development and it can be modified to suit the customer s individual needs.... the system should develop together with the company and the ever-changing environment. With the assistance of the technical support team we suggest how to improve a currently operating system, what additional functionalities and applications to implement, which processes to optimise...

4 Technical Support Plans under the subscription model Access to advice over the phone Basic Standard Premium NO YES YES Access to PAB serwis YES YES YES Number of hours for advice, problems, modifications Number of people authorised to make requests Critical Response time 8 h 4 h 2 h problem management Repair time 20 h 12 h 8 h Moderate problem management Response time 12 h 6 h 3 h Repair time 7 h 5 h 3 h Dedicated consultant If you wish to discuss your needs connected with system support or development, Ericpol will appoint you a personal consultant responsible for: our business relations advice on matters that need to be discussed in more detail providing information on the request management process and status in the event of potential problems increasing your satisfaction by improving system effectiveness in line with your expectations Customers who choose Standard and Premium Technical Support Plans will gain access to a direct telephone number where they will be provided with assistance from a team of consultants and programmers. Standard problem management Response time 16 h 8 h 4 h Repair time 10 days 7 days 4 days h =1 business hour day = work between 8 a.m. and 4 p.m Plans based on a medium-sized company with 50 simultaneous users Solar Polska Sp. z o.o. a Support Ready customer Systems used by many users in practice often prove far from perfect. Dynamics AX has done very well in this test of truth. Adam Dymek, Solar s Project Manager and Financial Director, on evaluating the effects of implementing Dynamics AX. As a company develops, the management system is faced with new challenges. New functionalities are needed, and organisational changes or regular human errors during system operation require the consistent support of a specialised team. This is why Ericpol, the entity implementing the solution, has also a partner of Solar for technical support. Jarosław Jędrzejczak, Director of the IT Business Solutions Sector at Ericpol. Customer information Solar Polska is part of the international Solar Group, a major player in the industry involving distribution of electrotechnical components. The group operates in 8 countries and employs almost 2,500 people. It has been present in Poland since The company s Polish headquarters are in Łódź and it manages 22 branches.

5 PAB SERWIS a technical support portal Simple and effective: PAB Serwis is very simple and intuitive to use. It is easy to create prompt and effective solutions to the problems that may arise while working in Microsoft Dynamics AX. The application works as an internet portal available 24/7. 24 h, 7 days a week intuitive use Secure: Data exchange between the user s computer and the server for the technical support application takes place via a secure SSL connection. All data, including passwords, is sent in an encrypted form and the user can be certain that all data remain secure. data security Effective request management The portal is easy to navigate due to the logically arranged tabs reflecting the statuses of your requests. The majority of the tabs with requests permit searching of the available columns. It is possible to search for several criteria by entering search values in different columns. Simple problem reporting 1. Describe the situation where you require assistance. To better illustrate the problem you may attach screenshots, messages generated by the system or the documents that have been generated with errors. This will help us to solve the problem faster. 2. The reported problem will be recorded and be available online to you, your co-workers and to the technical support staff. You can continuously monitor the progress of work on your request. 3. Messages about the status are sent via to the addresses you provide while making the request.... PAB Serwis is an application rather like an internet portal, available 24/7... It is customary that a number of the customer s staff who are key to the functioning of the system are delegated to work with the technical support. To ensure it is as effective as possible, a model of granting rights to particular users has been introduced. Basic rights are enough to efficiently manage the request until the problem is solved. Full rights make it possible, for instance, to view the requests of co-workers. The request management process starts with a description of the problem, which is then assigned the right implementation priority according to the standard, moderate and critical criteria. The statuses of all stages towards problem solution, e.g. in progress, pending the customer s response, and solved, are visible to the person reporting the problem, round the clock.

6 Technical support team Requests are handled by a dedicated team of certified consultants and programmers. Each expert in the team has considerable experience in solving problems and delivering solutions regarding the functioning of Microsoft Dynamics AX as well as Microsoft SharePiont and Business Intelligence. The experience gained during implementations and provision of services to companies in numerous industries allows us to approach problems holistically, ensuring the effectiveness and durability of the proposed solutions. Daily challenges Tasks from the request list are categorized by priority. Critical problems, those that prevent the customer from using essential elements of the system in key functionality areas and make it impossible to achieve the expected results otherwise, are granted the highest priority. The length of time the system is dysfunctional is minimized with the assistance of an experienced technical support team. A typical day for the technical support team involves the management of problems and errors, and giving advice and queries about modifications and improvements. We first check the current list of requests and distribute them according to the competencies of our consultants and programmers. The majority of requests are queries about system development possibilities modifications. The receipt of a request is followed by an analysis, evaluation, arrangements with the customer, programming, tests and implementation, says Konrad Wojciechowski, the Microsoft Dynamics AX Technical Support Team Manager at Ericpol. Fewer problems Areas generating the most frequent reports are: warehousing, purchasing, sales and production. Some errors result from simple mistakes or from employees being inadequately trained, which leads to mistakes on their part. Another source of errors is insufficient knowledge of the functional possibilities of a module that has not been used before, and about modifications, parameterisation and new versions of the module. Due to its openness, the system permits multiple modifications and personalisations within the rights of each user. However, sometimes careless actions lead to problems that can be solved only by an experienced MS Dynamics AX expert, explains Konrad Wojciechowski. As a Microsoft partner, Ericpol has access to experts from the manufacturer of the software.... The majority of requests are queries about system development possibilities modifications. The receipt of a request is followed by an analysis, evaluation, arrangements with the customer, programming, tests and implementation, says Konrad Wojciechowski, the Microsoft Dynamics AX Technical Support Team Manager at Ericpol. Inter-Vion S.A. Standard Technical Support customer The decision to choose Ericpol as our technical support partner was dictated by the competence and flexibility of the team responsible for Microsoft Dynamics AX. Piotr Brodowski, from Inter Vion. Our work with Inter Vion shows that we are able to, based on our proven competencies, offer professional support services and system development to companies that already have Microsoft Dynamics AX irrespective of its implementation by another Partner. Jarosław Jędrzejczak, Director of the IT Business Solutions Sector, Ericpol. Customer information Inter-Vion S.A. has been distributing cosmetic accessories for over 20 years. Since 2000, the French group La Brosse et Dupont (LBD) has been the company s majority shareholder. Inter-Vion is one of the largest distributors of cosmetic accessories in the country and its products are available in all strategic commercial chains, cosmetic shops and chemists in Poland (over 2,000 points of sale). The company employs more than 150 people.

7 Ericpol Ericpol Sp. z o.o. is the largest exporter of the Polish IT services industry. Established in 1991, the company is financed solely through equity and it has experienced very good liquidity and only positive financial results since its founding. The Ericpol Group is composed of branches in Poland (Łódź, Cracow and Warsaw) and subsidiaries in Ukraine, Belarus and Sweden. For 21 years we have been operating in the telecommunications industry, providing services that include outsourcing, consulting and rental of highly qualified engineering teams and delivering dedicated solutions and services. Microsoft Dynamics AX As a comprehensive application supporting the management of key business processes, Microsoft Dynamics AX (former Axapta) is designed for medium and larger enterprises and is fully compatible with Microsoft Office programmes. Microsoft Dynamics AX was intended to facilitate business management in various locations and countries. This is possible due to standardisation of processes and the possibility of monitoring the condition of the whole organisation. Business solutions We address the needs of customers requiring full service involving consulting and implementation of integrated ERP systems, BI analytical systems and applications supporting corporate communication via advanced portal services, taking into account the workflow and document flow. We have a partnership business contract with Microsoft. Our products based on Microsoft s range and technology, within which we develop our competences, include Dynamics AX (ERP), the SharePoint 2010 portal (base corporate communication solutions platform) and the BIS AX system (BI). Business Intelligence A Business Intelligence product from Evidanza it extends the MS Dynamics ERP system (AX and NAV) by adding highly effective instruments supporting the decision-making process in all functional areas. BIS AX is the only solution in the world that implements BI functions in the form of a module embedded directly in the flagship ERP of Microsoft Dynamics AX. An important aspect is that BIS AX has also a plug-in for ERP SAP and an independent browser solution. SharePoint, document flow SharePoint 2010 is a global leader on the market of portal solutions due to its rich functionality, the standard version of which includes advanced content and workflow management mechanisms, business relations mechanisms, BI and search mechanisms. The most recent and technologically advanced version of SharePoint is intuitive, flexible and naturally integrated with other Microsoft solutions.

8 Technical Support Extension Modules and Applications Modifications, Training, Upgrades Contact: Poland Artur Rusek, , Europa Jarosław Jędrzejczak Mikael Zander., +46 (0) , or EPOL/12/07/I_EN0