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JD Edwards Support – The Service Desk that Never Quits

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allari
9 diapositives · 98 Views · Mar 04, 2022

Is your company struggling to provide production support and complete strategic projects? So was a manufacturing customer of ours. Despite months of effort, tickets were piling up and they weren't making progress on their biggest, most important projects of 2021. They called Allari, and here's what happened. Visit us now: www.allari.com

#jd edwards application support #jde support #jd edwards help desk
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JD Edwards Support – The Service Desk that Never Quits
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  1. ALLARI INC Deliver Great I.T.

  2. ABOUT US: Welcome to Allari Inc, a us-based IT cybersecurity services company that provides Business Solution Consulting for the IT workforce with high customer satisfaction levels and provides flexible services to meet your budget and timing needs.

  3. JD Edwards Support – The Service Desk that Never Quits

  4. Is your company struggling to provide production support and complete strategic projects? So was a manufacturing customer of ours. Despite months of effort, tickets were piling up and they weren't making progress on their biggest, most important projects of 2021. They called Allari, and here's what happened...

  5. Technology: JDE EnterpriseOne 9.1 Ecosystem Industry: Industrial and Automotive Manufacturing COMPONENTS: Allari 24/7 Service desk, Allari’s Service Delivery Platform (SDP), JD Edwards Application Support, JDE CNC (Configurable Network Computing) Support, MS SQL Database Support, Multilingual User Support

  6. Business Problem Our customer’s JDE support team, with users in the USA, Mexico, and Canada, was constrained in providing timely production support and executing strategic projects. • Level 3 Business Analysts (BAs) were spending many hours triaging service tickets. • Level 3 BAs were spending many hours providing level 1 and level 2 support. • Strategic projects were moving slower, put on hold, or not initiated due to the above points. • The time spent on activities was not tracked or analyzed. • Larger upgrade projects would require external partners.

  7. Objective Problem: Here's the plan we came up with and implemented • Improve Level 1 and 2 JDE support over a 24-7 period across North America (Mexico, US, and Canada) • Allow the internal JDE team to focus on strategic projects that will improve business outcomes. • Gain more analytics on JDE issues, support effort, and costs.

  8. Results - The impact on their support team was tremendous • Business analysts and developers no longer need to respond to tickets during their personal time. • The core team can now focus on proactive work. • JD Edwards Help desk metrics allow them to see what tasks are requiring the most time so they can focus on automation. • The team now has access to over 60 resources with experience in 80 + technologies sourced from 10+ countries all available on-demand.

  9. Contact Us 8669372224 info@allari.com www.allari.com