Cooper Software to Provide IFS Service Desk Support for Leading Emissions Technology Firm, Eminox

5th December 2016

ERP system integration specialist, Cooper Software, has recently been appointed by IFS customer and emissions technology firm, Eminox, to provide managed service desk support for key contacts within the business, as an escalation point for their IFS queries.

Cooper Software’s service desk is a leading option for 3rd-party support for the IFS community. Manned by full-time IFS support experts, the service desk deals with IFS tickets quickly and effectively, freeing up internal resources for other critical projects. The service is designed to enhance and supplement end user capability, as well as empowering local users with the ability, know-how and tools to solve complex problems. The highly qualified service desk consultants also have access to Cooper Software’s comprehensive ‘Knowledgebase’, which is a centralised online library of information based on the 700 previous successful projects the company has undertaken.

Having agreed a twelve-month contract with Gainsborough based Eminox, one of Europe’s leading suppliers of exhaust and emission control systems for heavy duty vehicles, Cooper Software will deal with IFS related issues that have been escalated from ‘super users’ or senior management. If issues are considered critical, as in there is perceived to be a direct impact on a certain department within the business and its ability to function, Cooper Software will work to resolve the issue within one working day.

As part of the agreement, Cooper Software will feedback on a monthly basis in relation to the number of tickets raised and dealt with, in order to identify patterns and trends in the types of issues which are occurring. By doing this, any operational concerns, knowledge gaps and potential training needs can be identified and if appropriate, remedial action can be scheduled by way of workshops or relevant departmental training.

Commenting on the new business win, Frank Cooper, Managing Director of Cooper Software, said: “We are delighted to have been selected to provide Eminox with our IFS service desk support service. Our highly skilled and experienced consultants will work with them to help solve complex and in some cases, business critical issues, whilst at the same time, helping them to develop their own thorough understanding of the system and uncover any knowledge gaps, which we can then determine how these can best be filled.”

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