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Our post-implementation services are designed to streamline the
management and ongoing support of your CATS Software Suite. These
services include Help Desk Support, Asset Management, Training, Database
Hosting and Back End Support. When combined, these services facilitate
user acceptance, compliance, and the type of predictable, high quality
results our clients have come to expect from Synergistix. Choose
from the following links to learn more about our post-implementation
services:
Help Desk Support
Asset Management
Training
Database Hosting
Back-End Support
Help Desk Support
Synergistix offers
live Help Desk support between the hours of 7:30 a.m. and 8:30 p.m.
EST, Monday through Friday (extended service hours are available
during product launches). After-hours Help Desk
calls are recorded in our voice mail system and returned before 9:00
a.m. the next business day. Each incoming call is assigned
a severity level to ensure that critical issues are addressed immediately.
Upon request, Synergistix can provide weekly and quarterly reports
that detail Help Desk call activity. These reports can be provided
in either CSV or Microsoft® Word™ format.
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Asset Management
Synergistix is
responsible for all services associated with field asset maintenance,
inventory tracking, reporting and replacement, recovery, refurbishing
and returns processing. When field equipment
requires repair, users are issued replacement hardware, which is
delivered within 24 hours to minimize downtime.
Our inventory and
asset management system tracks key information for each hardware
device to ensure that information about the lifecycle of a handheld
device is always available. This includes tracking
of purchase order, serial number, date of receipt, date of issue,
territory, and device log history.
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Training
New user training can be performed by Synergistix
staff members. A
customized training curriculum is developed specifically for each
rollout. All training sessions use real-life scenarios using
data from one product pilot territory. This training program
has proven very successful, as shown through our class evaluations
and the low occurrence of questions following rollout. The
maximum class size of the training sessions is 12 students, to provide
a more intimate, one-to-one learning experience.
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Database Hosting
Synergistix will perform the following services in order to ensure
system availability and continuity:
- Pro-active administrative alerts using email and pagers for server, database,
and system issues. As an additional security measure analog
modems are used as backup providing communications redundancy.
- Daily tape server backup & offsite tape rotation.
- Dial-up and telephone access via digital T1 lines for 24 simultaneous
connections.
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Back-End Support
The following back-end services ensure communications, data integrity,
and maximization of system availability. These services include:
- Dedicated toll-free line for receipt and delivery of data to
the application users.
- Implementation of the latest database technology to ensure inter-operability
between all systems and no data loss during transmissions.
- Full electronic integration with fulfillment and telemarketing
providers via electronic data interface. Other proprietary
protocols can be provided based on your specific requirements.
Synergistix will perform the necessary functions to act as your
data clearinghouse between each of the handheld devices and their
internal or external systems. Client Replication Services include:
- Server hardware for staging and replicating data to the SFA device.
- Processing import or creating export files to and from client
internal or externally contracted data providers.
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Learn more: Implementation Services |
