ERP system integration specialist, Cooper Software, has recently been appointed by IFS customer and emissions technology firm, Eminox, to provide managed service desk support for key contacts within the business, as an escalation point for their IFS queries.
Cooper Software’s service desk is a leading option for third-party support for the IFS community.
Manned by full-time IFS support experts, the service desk deals with IFS tickets quickly and effectively, freeing up internal resources for other critical projects.
The service is designed to enhance and supplement end user capability, as well as empowering local users with the ability, know-how and tools to solve complex problems.
The highly-qualified service desk consultants also have access to Cooper Software’s comprehensive ‘Knowledgebase’, which is a centralised online library of information based on the 700 previous successful projects the company has undertaken.
Having agreed a 12-month contract with Gainsborough-based Eminox, one of Europe’s leading suppliers of exhaust and emission control systems for heavy duty vehicles, Cooper Software will deal with IFS related issues that have been escalated from ‘super users’ or senior management.
If issues are considered critical, as in there is perceived to be a direct impact on a certain department within the business and its ability to function, Cooper Software will work to resolve the issue within one working day.
As part of the agreement, Cooper Software will feedback on a monthly basis in relation to the number of tickets raised and dealt with, in order to identify patterns and trends in the types of issues which are being raised.
By doing this, any operational concerns, knowledge gaps and potential training needs can be identified and if appropriate, remedial action can be scheduled by way of workshops or relevant departmental training.
Commenting on the new business win, Frank Cooper, managing director of Cooper Software, said: “We are delighted to have been selected to provide Eminox with our IFS service desk support service.
“Our highly skilled and experienced consultants will work with them to help solve complex and in some cases, business critical issues, whilst at the same time, helping them to develop their own thorough understanding of the system and uncover any knowledge gaps, which we can then determine how these can best be filled.”
About Cooper Software
Cooper Software is a leading technology consultancy delivering successful and innovative business change to its clients.
As a systems integration specialist, Cooper Software focuses on making its clients’ business systems work harder for them. Whether that’s fitting an ERP system to meet unique business processes, enhancing systems with bespoke applications, or providing round the clock support using specifically developed skills, tools and utilities, Cooper Software has the breadth and depth of technical knowledge to make it work.
Cooper Software is an IFS Business Partner, and a Qlik and NetSuite Solution Provider and since being founded in 2005, it has grown to become one of Europe’s largest independent provider of products, consulting services and 24/7 support for ERP and Business Intelligence Solutions.
Cooper Software has provided over 750 enterprise and BI solutions for over 200 clients all over the world.
Cooper Software is headquartered in Fife, Scotland.
For more information on Cooper Software, please visit http://www.coopersoftware.co.uk
About Cooper Software’s Service Desk Support Service
Cooper Software’s single-point remote Service Desk is a leading option for third-party support for the IFS community. The Service Desk offers first and second line support designed to enhance and supplement end user capability, as well as empowering local users with the ability, know-how and tools to solve complex problems.
Manned by full-time IFS support experts, Cooper Software’s Service Desk deals with tickets quickly and more accurately, and frees up internal resources for other critical projects. Central to the capability is a library of tools and utilities that simplify and automate many of the standard, manual activities required to manage a business-as-usual helpdesk.
The support team has access to Cooper Software’s comprehensive IFS Knowledgebase, which is a centralised online library of information based on the 700 previous successful IFS projects.
Further information on Cooper Software’s Service Desk Support Service can be found at http://www.coopersoftware.co.uk/support/managed-service-desk
Eminox is one of Europe’s leading suppliers of exhaust and emission control systems for heavy duty vehicles and equipment with a reputation for engineering excellence, designed and manufactured to the highest standards.
The company supplies to bus, truck, rail, and non road vehicle manufacturers around the world as well as being a major European supplier of emission control exhaust systems for retrofit to vehicles already in service.
Established in 1978, Eminox is a growing and innovative business. They are a market-leading multinational, privately-owned company with head offices and manufacturing facilities based in Lincolnshire and offices in Germany, France and Scandinavia.
Further information on Eminox can be found at www.eminox.com.
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