Aptus Solutions Extends Technical Support Services Across Multiple Platforms
18th October 2012
Source:
Aptus Solutions
Having made significant investments in deploying a software solution across an organisation, successful adoption often relies upon the level of application support available to end users. This is irrespective of the initial design effort to ensure the system meets user needs.
Application support is often left as an after-thought that provides users a method of simply logging a call with an existing, rudimentary Helpdesk. This means that there is often no technical expertise on hand to handle quick queries, which typically make up a large volume of Helpdesk calls. This is exacerbated when there is no 'out of hours' support service.
Lack of a technical understanding of the issue by the call handler, often results in calls being assigned the wrong priority or being routed to the wrong teams for investigation. Users can spend several hours or days waiting for a simple resolution or answer and invariably end up reverting to older, more familiar systems and methods.
Furthermore, big budget support and maintenance agreements from OEM Software vendors simply do not cover issues related to older versions of their software, third-party integrations, customisations or components such as hardware, databases and networks.
Having provided specialist application support services in partnership with vendors such as EMC2 for over 15 years, and more recently with Microsoft, Aptus Solutions has a deep understanding of such challenges.
Aptus Solutions is currently supporting over 15,000 users at over 30 installation sites worldwide. They have helped many companies prevent productivity delays for large-scale third-party vendor solutions, as well as for smaller in-house systems.
That’s why Aptus Solutions is able to deliver a bespoke support package across a range of technologies, configured to specific technical landscapes. The support services offered below are integrated seamlessly with existing in-house Helpdesk services and scaled to the hours of coverage required, without being tied in to supporting specific vendor solutions only;
• ECM systems such as Documentum, SharePoint, Alfresco
• Scanning and data capture solutions such as Captiva InputAccel
• Reporting tools such as BusinessObjects, Crystal Reports, SQL Reporting Services
• Third-party integrations and customisations
• Custom applications
• Websites and Portals
• Infrastructure monitoring
• Complete software stack monitoring
• Cloud Services
Aptus Solutions’ Support service success has been attributed to their ability to supplement their customers’ limited technical resources with their own breadth of experience and depth of technical expertise, underpinned by a guaranteed level of service - so that there are no surprises or unexpected costs.
Lack of a technical understanding of the issue by the call handler, often results in calls being assigned the wrong priority or being routed to the wrong teams for investigation. Users can spend several hours or days waiting for a simple resolution or answer and invariably end up reverting to older, more familiar systems and methods.
Furthermore, big budget support and maintenance agreements from OEM Software vendors simply do not cover issues related to older versions of their software, third-party integrations, customisations or components such as hardware, databases and networks.
Having provided specialist application support services in partnership with vendors such as EMC2 for over 15 years, and more recently with Microsoft, Aptus Solutions has a deep understanding of such challenges.
Aptus Solutions is currently supporting over 15,000 users at over 30 installation sites worldwide. They have helped many companies prevent productivity delays for large-scale third-party vendor solutions, as well as for smaller in-house systems.
That’s why Aptus Solutions is able to deliver a bespoke support package across a range of technologies, configured to specific technical landscapes. The support services offered below are integrated seamlessly with existing in-house Helpdesk services and scaled to the hours of coverage required, without being tied in to supporting specific vendor solutions only;
• ECM systems such as Documentum, SharePoint, Alfresco
• Scanning and data capture solutions such as Captiva InputAccel
• Reporting tools such as BusinessObjects, Crystal Reports, SQL Reporting Services
• Third-party integrations and customisations
• Custom applications
• Websites and Portals
• Infrastructure monitoring
• Complete software stack monitoring
• Cloud Services
Aptus Solutions’ Support service success has been attributed to their ability to supplement their customers’ limited technical resources with their own breadth of experience and depth of technical expertise, underpinned by a guaranteed level of service - so that there are no surprises or unexpected costs.
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