To streamline the support process for your vital analytical applications, we have a "post-Go-Live" Service Desk where questions and incidents can be logged.
Complexity of Analytics Solutions
Quite often, Analytics solutions consist of different software components configured to work together. These categories can be a Data Warehouse, Data Integration, Business Intelligence, Consolidation, Master Data Management, Planning/Budgeting, Disclosure Management, and/or Data Quality software. Most, if not all, of the software vendors in these categories will provide their customers with specific product support. However, the complexity often lies in understanding (1) the interaction of these individual software components with other software and (2) the way these specific products have been configured to meet your requirements in your specific environment.
How can we help
We have a large team of senior experts in all of the software categories mentioned above from all of the leading software vendors. Moreover, these are all also implementation consultants who have expertise in deploying and supporting these solutions in live environments.
We operate a cloud-based service desk application in which our customers can log tickets. All interaction concerning a certain ticket will be done via this application, ensuring that no critical information about tickets gets lost.
Through a web interface, designated personnel of our customers can easily enter new tickets and follow up on progress on existing questions or issues. The Service Desk application will ensure that the requests are routed to the right and relevant element61 expert (or team of experts).
These requests are handled by our application experts, within the Service Levels agreed in our agreement. The Service Desk Support Services span support from the functional process, over the application built in your BI or CPM technology of choice, the data- and master data-uploaded, to the software versions and potential bugs, the underlying database, operating system, and hardware, where relevant.
We involve the Service Desk team in our projects. This allows for a smoother onboarding process as the support agents have been involved in user acceptance testing and hypercare. As our support agents engage with the users and the key users of our client, we ensure that the aftercare onboarding process is limited and that our clients can benefit from a very efficient support service.
Do not hesitate to contact us and get to know all the possibilities of our support services for IBM Cognos, Microsoft BI & SQL Server, CCH Tagetik, Prophix, Qlik and SAP Business Objects (BI, Business Warehouse and BPC).
Support customers can gain access to the element61 Service Desk.
