 Hexaware's E-Support Service offering aims at providing PeopleSoft post implementation support to its customers worldwide. The E-Support package consists of Production Support, Programming Support and ERP Portal services through an offshore-onsite delivery model providing a 24*7 coverage.
The production support services rendered to customers is to provide technical support to manage their applications, Databases and Operating systems. This is done through managing operations, troubleshooting, problem management and user support aiming at preventive maintenance and constantly adding value through proactive analysis and performance management.
The programming support services targets at providing enhancements to existing features, design and execute customizations, fix bugs, develop additional reports and upgrade the application with new releases.
ERP Portal Services
The ERP Portal services are a comprehensively packaged web based solution for knowledge management, which is essential for the success of PeopleSoft implementation and post implementation. Documentation management is the essence of this solution. It also provides a hub for ERP training for various levels of users. CBTs are an added feature in this module. A very important section of this solution is the User support and Tech support call management module, which is workflow enabled as well. All the problems and their resolutions are tracked and stored in databases and is an integral part of knowledge management.
The concept of offshore - onsite model demands a high level of coordination and an efficient and effective communication network to meet the demanded service levels of our customers. Hexaware's Internet based communication network through the VPN - Virtual Private Network is a time tested and cost effective solution. The ERP Portal is an important element of the knowledge management network, which ensures smoother, faster and continuous knowledge transfer between offshore, & onsite which is key to the success of this model. Hexaware uses state of the art communication devices like Internet cell phones, Internet pagers, Video Conferencing, Net to phone, Wap phones. etc to better the service levels committed to our customers.
Hexaware uses CMMi level V approach to project management with statistical quality control that provides an effective framework for meeting delivery commitments. Risk planning and contingency planning for failure modes and strong backup measures for all networks is the key strength of this model.
|