Amplexor launches a dedicated helpdesk for ECM users
The Customer Application Management Team goes to great lengths to provide specific and highly qualified support
Leuven, 16 January 2008 – Amplexor, a specialist in enterprise content management (ECM), from today is offering its clients broad and structured support for all their ECM projects. Amplexor’s clients may turn to the Customer Application Management Team (CAMT) for urgent questions about maintenance, updates and change requests. Highly qualified consultants offer, by telephone and online, an optimal service and answer questions on enterprise content management for all clients that have a maintenance contract.
Smart support
During office hours, ECM users may call a dedicated telephone number. A consultant who is always ready to answer their questions and resolve problems on ECM will greet them. A user may also connect to a web application in order to set out a problem in writing and create a project sheet, which will be immediately followed up by the consultants in the Customer Application Management Team. The consultants may connect to the client’s system from the office and resolve the problem remotely. If necessary, the consultant will also offer support on site.
Specific service meeting market needs
According to Lode Vandermeulen, Sales Manager at Amplexor, “ECM users require qualitative, structured and rapid support. As a specialist in this field, Amplexor has already and often received requests for this. Through our Customer Application Management Team, we are responding to market needs. In general, ECM technology is not part of the IT department’s knowledge base. With our Customer Application Management Team, we nevertheless offer them the possibility to guarantee the service and support necessary for their end-users. We want to offer an optimal service, not only for urgent problems but also for corrective maintenance, such as requests for change and updates.”
He adds: “If a company that is not a client of Amplexor seeks support, our ECM collaborators will first visit that company to map the technology and implementation of ECM, by making an internal audit. They may then offer optimal support, based on this audit.”
Maarten Eerdekens, a consultant at Amplexor and manager of this dedicated helpdesk, adds: “The CAMT seeks to ensure continuity and daily communication with the client. In this way, any problems the client may have are dealt with quickly. Thanks to transparent agreements and a rota system, a consultant can provide more than just internal support, enabling them to stay involved in projects. Our consultants thus keep up-to-date with the latest developments in enterprise content management, which naturally is of great benefit to the ECM user.”
A proven reputation in ECM and WCM (web content management)
Over the years, Amplexor has been responsible for numerous major ECM projects for clients such as KBC, Agfa, Antwerp Province and Rabobank. It therefore has expertise in supporting complex and large-scale ECM and WCM projects.
Lode Vandermeulen concludes: “We are certain that we are meeting the market’s need for specific and highly qualified support. By launching this dedicated helpdesk, we once again underline our expertise in ECM.”
