On receiving a raised ticket,
Cooper Software’s first response is to suggest options for the Eminox user to try which might solve the issue. This approach gives the benefit of pushing Eminox’s IFS users to increase their IFS understanding and skills, giving them the confidence to resolve future similar issues on their own. This has been effective in bringing Eminox’s IFS knowledge up to a much higher level, leading to wider benefits for the business. As part of the agreement, Cooper
Software provide feedback on a monthly basis in relation to the num- ber of tickets raised and dealt with, in order to identify patterns and trends in the types of issues which are occur- ring. By doing this, any operational concerns, knowledge gaps and poten- tial training needs can be identified and, if appropriate, remedial action can be scheduled by way of work- shops or relevant departmental train- ing.
Commenting on the new business
win, Frank Cooper, Managing Director of Cooper Software, noted: “We are delighted to have been select- ed to provide Eminox with our IFS service desk support service. Our highly skilled and experienced consul- tants will work with them to help solve complex and, in some cases, business-critical issues, whilst at the same time helping them to develop their own thorough understanding of the system and uncover any knowl- edge gaps, which we can then deter- mine how these can best be filled.” Alex Mills, Information Systems
Manager at Eminox, said of the agree- ment: “Partnering with Cooper Software to deliver our IFS support requirement ensures that our users have the ability to access the knowl- edge and support they need, when they need it. As well as freeing up our own internal resources and facilitating the smooth running of our IFS Applications solution, our users are benefitting from a high level of knowl- edge transfer, significantly increasing their own understanding of the solu- tion.” n
ABOUT EMINOX
Eminox is one of Europe’s leading suppliers of exhaust and emission control sys- tems for heavy duty vehicles and equipment with a reputation for engineering excellence, designed and manufactured to the highest standards.
The company supplies to bus, truck, rail, and non road vehicle manufacturers around the world as well as being the major European supplier of emission control exhaust systems for retrofit to vehicles already in service.
Established in 1978, Eminox is a growing and innovative business. They are a market leading multi-national privately owned company with head offices and manufacturing facilities based in Lincolnshire and offices in Germany, France and Scandinavia.
www.eminox.com
ABOUT COOPER SOFTWARE
Cooper Software is a leading technology consultancy delivering successful and innovative business change to its clients.
As a systems integration specialist Cooper Software focuses on making its cli- ents’ business systems work harder for them. Whether that’s fitting an ERP system to meet unique business processes, enhancing systems with bespoke applications, or providing round-the-clock support using specifically developed skills, tools and utilities, Cooper Software has the breadth and depth of technical knowledge to make it work.
Cooper Software is an IFS Business Partner, and a Qlik and NetSuite Solution Provider and, since being founded in 2005, it has grown to become one of Europe’s largest independent provider of products, consulting services and 24/7 support for ERP and Business Intelligence solutions. Cooper Software has provided over 750 enterprise and BI solutions for over 200 clients all over the world.
Cooper Software is headquartered in Fife, Scotland.
www.coopersoftware.co.uk
ABOUT COOPER SOFTWARE’S SERVICE DESK SUPPORT SERVICE
Cooper Software’s single-point remote Service Desk is a leading option for 3rd-party support for the IFS community. The Service Desk offers 1st and 2nd line support designed to enhance and supplement end-user capability, as well as empowering local users with the ability, know-how and tools to solve complex problems.
Manned by full-time IFS support experts, Cooper Software’s Service Desk deals with tickets quickly and more accurately, and frees up internal resources for other critical projects. Central to the capability is a library of tools and utilities that simplify and automate many of the standard, manual activities required to manage a business-as- usual helpdesk.
The support team has access to Cooper Software’s comprehensive IFS Knowledgebase, which is a centralised online library of information based on the 700 previous successful IFS projects.
Further information on Cooper Software’s Service Desk Support Service can be found at
www.coopersoftware.co.uk/support/managed-service-desk
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