Support Services Overview
Totalamber is poised to become the world’s leading independent provider of IFS Support Services in the world.
For more than 10 years Totalamber’s Service delivery team of technical and functional IFS experts have been providing ‘ad hoc’ IFS Support Services to many of Totalamber’s clients across Europe. In recent years its clients have attempted to formalise Totalamber’s Support with a Service Level Agreement in attempt to guarantee the continuity of Totalamber expert consultants.
Support for Totalamber is far more than an SLA, it is a serious commitment to become an integrated extension of our clients business and IT support organisation (1st and/or 2nd Line Helpdesks). For Totalamber such responsibility and investment needed clear analysis and validation before committing to providing IFS Support Services to its clients.
Following extensive market research to establish the scope and support requirements of the IFS market, Totalamber management was left in no doubt that providing complementary 1st and 2nd line IFS Support Services was a ‘Must do’ business strategy. In May 2010 Totalamber launched a dedicated IFS Support Centre based out of its Headquarters in Knutsford Cheshire. Their goals for the first 12 months of operation were crystal clear:
- Identify and employ the best team of IFS Support experts
- Secure a manageable number of clients, no more than 10 clients in year one
- Provide them with the most proactive comprehensive support services
- Exceed all expectations and create 10 Case Study support clients
- Get in right in year one, learn from lessons and expand
The first year results have been extraordinary. Totalamber established a number of proactive and reactive IFS Support Services across six layers of capability covering technical environments, database management, system and user administration, modules/functional areas, reports and training, all complementing our clients’ 1st and 2nd line helpdesk capabilities. Our customers can now choose from a menu of services – Bronze, Silver or Gold level support - depending on their internal capabilities and specific support requirements.
Totalamber secured a full-time technical and functional team of IFS Support experts. Totalamber invested significantly in its people, process and support technology and installed Numara Case Management Software.
Totalamber has over-delivered against every Service Level Agreement to date with annualised response times ‘Within 1 Hour’ and ‘Case Resolution’ averaging 1.45 days accumulatively across all its support clients, in year one.
Today tens of thousands of users from some of the world’s largest organisations rely on Totalamber to provide a range of proactive and reactive Support Services and as a result, Totalamber is expanding its support operation and support reach by opening a 24 x 7 Global Support Centre in Manila.
For more information on Totalamber’s Support please click here.