Mumbai: Infor, the global enterprise software company, has announced the launch of Partner HelpDesk to deliver comprehensive product support to its channel partners.
The Infor Partner HelpDesk is a one-stop resource that is designed to help Infor Partners solve complex product specific queries in select solutions.The program is designed to deliver more rapid expertise for certain functional, technical and project management needs.
This program leverages the deep expertise of solution specialists in the Infor Center of Excellence in Hyderabad, India. The program is structured to respond to consultant queries and work order requests that may occur during a sales cycle, implementation and post go-live.
The Infor Partner HelpDesk has successfully completed a pilot stage with members of the Infor Partner Network in three regions, and is currently being rolled out globally over the course of a year to help Infor partners troubleshoot customer issues and handle complex scenarios. The partners engaged in the pilot program include Azteka, Enterprise Softworx and CDM from the EMEA region, EMDA from the APAC region and LogicData from North America.
“Our company is extremely excited about the launch of The Infor Partner HelpDesk and we have been enthusiastic users of it since the pilot of the program. The Infor Partner HelpDesk provides a single point of contact for questions from the Softworx technical consulting and pre-sales teams and gives us another, but in this case, super-fast and effective, entry point to tap into the expertise of Infor,” said Jane Thomson, Managing Director, Softworx.
“The program has resulted in infinitely better output and increased productivity in our consulting team, which can translate directly into better profitability and less unproductive time. Something that would usually have taken several days, with lots of frustration, is now being answered within 24 hours”, he added.
The first phase of the global rollout is expected to focus on partner support related to a select group of Infor products to help establish “best practices” that can ideally be refined and universally applied to the full product portfolio rollout, currently planned to be completed within the next fiscal year.
“The Infor Partner HelpDesk is a truly innovative program that is designed to create an unparalleled level of support for our rapidly growing network of partners. By equipping our partners with the tools, resources and expertise, we want to help empower each of them to deliver a superior level of customer service that adheres to the quality of beautiful software with last mile functionality that Infor cultivates,” said Jeff Abbott, senior vice president, global channel business unit, Infor.
“To date, all of the partners participating in the pilot program have been extremely receptive to the services and have responded with overwhelmingly positive feedback on the responsiveness and solution resolution capabilities delivered by the Infor Partner HelpDesk team”, he added.