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Supporting your key enterprise applications
We know our customers want the peace of mind that comes with good after sales support and care. That’s where our friendly and expert support team come in.
Through our Support Desk, clients receive round the clock care with the ability to:
- Submit a support ticket: This feature enables you to register a new issue for our support team to address and outlines how our KnowledgeBase suggestions may be used to provide solutions to your problem.
- View tickets: Provides the ability to view your existing tickets to track the progress being made and to provide any further updates. Closed tickets may also be viewed.
- Access our KnowledgeBase: A source of reference material containing articles and step by step guides to provide assistance with commonly experienced issues. We strongly encourage our customers to make full use of these articles before raising a new helpdesk ticket.
Cooper Software’s Service Desk assumed all responsibility for all IFS-related business-as-usual operations, backfilled by the Imerys team. Through a 3-stage take-on process, the smooth transition between internal and remote service desks minimised impact to the business.
During the initial stage (knowledge take-on), a collaborative exercise was embarked upon to create an Imerys/IFS-specific Knowledgebase, developing and establishing the infrastructure integration and communications, and implementing the service review framework along with SLAs and KPIs to ensure the success and value of the service was being monitored.