Your context
The go-live of your CPM system was successful. The users of the system have learned how to use it properly. Every day they are seeing new possibilities, and ask for support and major or minor enhancements. Slowly but surely, supporting the system is becoming a fulltime job that competes with your regular tasks. At the same time, technical issues appear to arise, and dependence on the IT department is increasing. Your CPM vendor is implementing new support contracts, and requires you to implement a Center of Expertise. You are looking for a solution to organize support in such a way that you stay in control and at the same time gets you your hands free to focus on your primary tasks.
Challenges you will be facing
Involving a third party for support & enhancement can be a daunting endeavour. You want to make sure that service levels meet high standards and the continuity of your business processes is not put at risk, especially at peak moments in the financial reporting cycle. You are wondering how to co-ordinate between Finance, IT and the business community. Your CPM system is tailored to your organization's needs, and you are not sure if a third party will be able to understand the complexity involved. And you want to make sure that you stay on top of things, remain in control and are not caught off guard by sudden incidents.
How CPMview can help
The approach to support employed by CPMview addresses all requirements that come into play when involving a third party. Our support desk is available 24/7 and is fully aware of the peak moments in our clients' reporting cycles. Furthermore, we adopted a pro-active approach that enables us to monitor your system and prevent problems from occurring. The support system employed by CPMview is based on industry standards like ITIL and ASL/BiSL, and is tailored to supporting CPM systems. Status information is only a mouse-click away, and when necessary we will pro-actively inform you of any incidents. At regular times during the year we evaluate our service with clients and take appropriate measures when needed.
But most of all, we feel we are able to provide support services in a flexible and personal way. We don't believe in formal and bureaucratic mechanisms. First we solve your problem, and then we discuss any formalities if necessary. This way we can provide a support service that meets our clients' dynamics, guarantees continuity and lowers total cost of ownership.
Find out more about support and enhancement of your Corporate Performance Management (CPM) system