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What to look for in a software support system

Posted on 20 August 2013 by chris.grunwell@k3btg.com

business software support systemAs I begin an 8-month project to setup, test and implement a new internal system for our helpdesk, I have started thinking about the bigger picture of what we do on support at SYSPRO’s European office, and what exactly determines the quality of service that we provide on a daily basis. It's all too easy to get 'bogged down' with day-to-day office life, without giving thought to how entire teams, departments and systems interlink to perform valuable functions. In terms of the Helpdesk team, we rely heavily on a number of systems that enable us to provide what is widely regarded as a highly competent and helpful application support function. So exactly what determines good customer service?

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Topics: Software support, Business software, Application support, User support, SYSPRO support, Customer service

How to plan an upgrade – Part 1 – to upgrade or not to upgrade?

Posted on 15 August 2012 by Andy Latham

A few weeks ago my ageing TV packed up and it was a sad moment when I threw my trusty appliance of many years onto the tip. I am now the proud owner of a flat screen, HD, Internet connected, "you name it my TV has got it" TV and wondering why I didn't upgrade it a long time ago.

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Topics: Upgrade, Software implementation, software upgrades, Business software, User support, ERP

Change, and the need for training

Posted on 19 July 2012 by Simon Griffiths

I recently upgraded my cell phone (or mobile phone, for some people). I used to have a feature phone, but the opportunity arose for me to change to a new phone that runs the Windows Phone 7.5 (aka Mango) operating system. Getting used to the physical phone, from one with real keys to one with a keyboard display, wasn’t the biggest adjustment – but getting used to the new way of doing things, actually doing everything, was an enormous challenge for me. In tech speak it’s called changing the UX (user experience). The last time I had such a challenge was moving from a DOS-based PC to one running the first version of Windows.

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Topics: implementation, Software implementation, Business software, training, User support, ERP, ERP Implementation

Vendor relationships in ERP – the magic potion

Posted on 12 July 2012 by Steve Bassaw

Recently I had several very ordinary (and seemingly unrelated) personal experiences that, in hindsight, had a common theme related to using an Enterprise Resource Planning (ERP) business software system. Can you spot the theme?

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Topics: implementation, Software implementation, Business software, selection, User support, ERP, Vendor relationship

 

How to get the most out of your support desk

Posted on 5 June 2012 by Andy Latham

The other week my family banished me to the attic with instructions to get rid of all the stuff I had put up there "that might be useful one day." I soon found myself sitting amidst piles of cardboard boxes reminiscing about school days and my early career in the computer industry. I even found my old beer mat collection from the '70s!

As memories came flooding back about my first job on a support desk it struck me just how much more sophisticated systems have become. I also found myself pondering how difficult it must be working on a support desk nowadays and also just how important a good support desk is to someone trying to implement and run a system.

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Topics: continuous improvement, Software implementation, Application support, User support, ERP Implementation, Support Desk

 

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