ERP Support Services
Enjoy the silence of happy users.
 

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Application support is an activity where attention means trouble. People who work in support know it. When users aren’t happy, support teams are at the center of not-always-friendly attention. Pressure is often high in the support team from managing cases to make users happy again, or worse case, solving an issue in a very short time to allow for a year-end closing. 

But when things are going fine, few seem to appreciate the level of effort and work that is required to maintain this situation. If your organization is small, it means turnover risk. If you operate globally, it means continuity of business, regardless of local days off. It also means support in local language or support for local requirements.

Ataway has been deploying, upgrading and supporting ERP systems for more than 15 years. We know the complexity of supporting ERP instances. We have the skills and talent to take over any support activities.

Ataway currently functionally and technically supports multiple instances for major global organizations, providing multi-process support (HR, Payroll, Finance, Supply Chain, CRM, Procurement), 24/7 in a number of languages (English, French, Japanese, Mandarin, Portuguese, Spanish, Italian and German), all exceeding Service Level agreements and meeting customer satisfaction.

We also know from experience how difficult transitioning support to a third party can be. Ataway has developed a unique methodology to ensure that support can be smoothly transferred to our teams without creating any loss of quality or missing SLAs.

Ataway’s Support Solutions offer flexible services that can be easily adjusted to customer needs. These include:

  • • Level I support services through a Help Desk solution
  • • Level II support services with Specialized functional consultants
  • • Case management tools for issue management and monitoring
  • Corrective Maintenance: Technical support services for issue resolution including data, programs or process issues
  • Evolutionary Maintenance: Focused on modifying the application according to the needs or requirements made by the customer, such as reports, interfaces, new online functionalities or processes

Services can be delivered through a ‘virtual extension of the organization’s own operating environment’ by deploying ‘fully outsourced business processes’ that leverage Ataway’s methodology, tools and technology. We can follow the changes of your organization by bringing you the necessary scalability.

We know how sensitive support is. You can trust us to make sure nobody talks about it!

Consult Ataway today and see how we can help you with your ERP Support Services challenges!

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Case studies

PS Finance solution for ceramics leader
April 9, 2013

Ataway worked together with the client to maintain the integrity of its PeopleSoft financial system and ensure that financial applications were functioning in accordance with prescribed metrics.

Live Support coverage for Television powerhouse
January 9, 2013

The client is a major player in the international Media & Entertainment business, developing, producing and distributing 350+ wholly- and majority-owned pay-TV channels.

Issue Support Management for a Fortune 500 energy client
October 11, 2012

The client, a Fortune 500 company traded on the New York Stock Exchange, is one of the largest electric power companies in the United States.

Ataway Global Newsletter

Get valuable insights on the latest best practices involving ERP, process management, and local regulations worldwide, delivered right to your inbox!