The typical modern business uses a surprisingly wide range of software to function. When you need to make changes to reflect market drivers, your business growth, or strategic realignment; or when there are problems to solve, the complexity of multiple systems can be difficult to cut through.
When dealing with software problems as a user, it can be hard enough trying to establish the options for progress, let alone solving the problem, which can lead to “options paralysis” and delay in either implementing change, or just letting people get on with their jobs. Even knowledgeable people have a job to keep up to date with the changes coming through to the systems and software, as well as doing their day jobs.
Different software vendors have different ways of offering support, ask different questions, and have different approaches to exploring problems, all of which can leave you feeling alone with your problem, trying to be the one pulling things together when all you want is to get on and work, or make the change you need to capitalise on new opportunities. It can feel like you need an advocate who knows the inside track.
Implementing new software can also vary from being a walk in the park to being something of a journey into the unknown, especially when data is also involved – migrating it, “cleaning” it and so on. It helps a great deal when you know beforehand which you might be facing.
How can EACS help?
Our extensive relationships with vendors, our earned accreditations and real-world experience mean that we can offer a dedicated helpdesk for helping you deal with just these sorts of pains, and get to resolutions.
We use a dedicated team of technical support desk engineers, rather than call handlers who pass on calls to roaming staff. This allows us to offer consistency, familiarity with your business (its needs and systems), and ownership. The person who takes the call, and to whom you speak, can troubleshoot and solve problems “in the call”.
To help deal with the diversity of systems and products we support, we actively manage a series of key relationships with strategic partners, in order to provide for escalation if problems go beyond the immediate skills.
Our technical support desk provides to you a single point of contact for reporting and managing problems – this insulates you from situations like multiple vendors’ support being involved, from third party support and so on. We take on the responsibility to manage this, keeping you informed of progress. Due to our experience with the vendors’ support services; we can also act as an advocate for you when dealing with the support staff, to get to the facts – and the resolution – quicker.
Our support for your software goes beyond just telephone based support, useful as that is. Sometimes, an opportunity is best seized, or the problem is best solved, with “eyes on the ground”. So, we offer on-site engineering services to support you. These can take many forms; from consulting with you on business requirements, in order to support you making the correct solution decision; through to on-site troubleshooting on a server or PC to get to the root cause of a specific issue or question.
We have a strong team of field engineers with a wide range of skills at several levels, to provide assistance at all stages of software specification, deployment, configuration and support. Our field engineers are also highly qualified in their respective fields, and enjoy building rapport with our customers to help ensure the suitability for your business of the work that we do.
Our service aims to give you a single, understanding point for your questions and problems, whether we solve the problem during your call, or if vendors and third parties are involved. This means that you do not have to coordinate multiple calls, answer technical questions to several different parties on your own, or make important business decisions without the right facts and opinions. This saves you time and headaches, and puts someone “on your side” when you need it most.
Because we invest heavily in (and fully believe in) vendor accreditations, we need to keep our skills up to date, through learning, exams, and of course practical installation and maintenance work. This translates to having up-to-date skills in software products; vital when investigating and resolving problems or planned upgrades.
Our relationship-led business ethos also means that we see your call as a business issue first, technical problem second, from technical support desk through account management to senior management. Understanding enough to support you is not just about knowing the software products, but also what you do as a business, and what you need your software to do for your business and your people.
Because our engineers are involved in a diverse array of customer projects, we are often able to bring a fresh perspective on problems and opportunities. We may have seen something similar done before in a different sector, or be able to make new suggestions to you for options.