Infor Xtreme Support aimed at business critical users
1 min read
Manufacturing ERP giant Infor has launched Xtreme Support, offering personalised and proactive customer support, a consumer-grade support portal and three choices of support plans for Infor software users.
Marylon McGinnis, senior vice president for Xtreme Support at Infor, says the program sets a higher standard for vendor support, covering technical and non-technical issues to keep critical business systems running smoothly.
She says it provides customers with access to experienced support engineers with specific industry and customer knowledge, and who can work with customers' own technical staff to deliver rapid responses.
"Smart companies understand that the right level of support is critical to the success of the entire organisation," comments McGinnis.
"This is especially true in large, complex organisations, where dedicated resources are needed to help keep systems productive, no matter how geographically dispersed," she continues.
"Now, with Infor Xtreme Elite Support, when issues arise or updates become available, customers know they have a direct advocate with an intimate knowledge of what makes their software run."
Infor Xtreme Support is available 24/7/365 via a customisable Xtreme Support portal that provides critical support resources, such as software patches, service packs, updates, release notes, a knowledge base, recorded briefings and online communities.
McGinnis explains that it also includes ION Support Assistant (ISA), which is an automated tool that gathers information about the set-up and environment of a user's Infor software – giving support engineers an assessment of a customer's situation and so helping them resolve incidents faster.
Early adopter Steve Shurge, systems manager at US-based Recochem, says: "No ERP vendor provides better, faster support than Infor. Their support engineers analyse any potential incidents we may face before they happen, saving us time and money."
And he adds: "My team and I are constantly on the upgraded portal, looking for answers, best practices and expert support that is critical to the success of our organisation. And since I have operations in both North America and Australia, the 24-hour support is a key factor."
