COOPER SOFTWARE PROVIDE IFS SERVICE DESK SUPPORT TO LEADING
leading emissions technology firm, Eminox, to provide managed service desk support for key contacts within the business, as an escalation point for their IFS queries. The project comes following a
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restructure of the Eminox team, leav- ing the company with an IFS knowl- edge gap. As a result, this was having an impact on the ability of their users to understand and solve any IFS relat- ed issues. To address this, Eminox was looking to partner with an IFS specialist who could provide them
ward-winning ERP system integration specialist, Cooper Software, is working with IFS Applications customer and
with IFS service desk support. The chosen specialist would not only act as a means of filling this knowledge gap by providing advice and assistance on any IFS issues raised, but they would also act as a ‘mentor’ to the Eminox team, uncovering any shortfalls in their understanding and capabilities, and providing advice on how these can best be filled, increasing Eminox’s overall IFS skills and capability. Cooper Software’s service desk is
manned by full-time IFS support experts and is designed to enhance and supplement end-user capability, as well as empowering users with the ability, know-how and tools to solve complex problems. The highly quali-
EMISSIONS TECHNOLOGY FIRM, EMINOX ERP SYSTEM SPECIALIST PROVIDES EXPERT SUPPORT FOR ESCALATED IFS QUERIES
fied service desk consultants also have access to Cooper Software’s compre- hensive ‘Knowledgebase’, which is a centralised online library of informa- tion based on the 700 previous suc- cessful projects the company has undertaken. Having agreed a twelve-month
contract with Eminox, Cooper Software are dealing with IFS related issues that have been escalated from ‘super users’ or senior management. If issues are considered critical, as in there is perceived to be a direct impact on a certain department within the business and its ability to function, Cooper Software will work to resolve the issue within one working day.
12 IFS WORLD
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