Support Services

Prompt, Proactive Global Support

When you have a technical inquiry, you want it addressed professionally and promptly so you can get back to business. Emptoris support is committed to helping you realize that goal by providing timely and dependable resolution of all customer inquires from both your employees and suppliers. For efficiency and convenience, Emptoris offers a variety of support options:

• Multi-channel support
  • Phone
  • E-mail
  • Web
• Support in 13 languages
• Ability to add additional languages quickly based on customer needs
• Self-service web portal, with access to support knowledge base
• Response centers in North America and Asia

Each support inquiry is professionally tracked and monitored from first customer contact to final resolution. Escalation processes based on problem severity ensure that mission-critical problems receive a quick resolution through the assignment of additional resources.

Our support engineers use call tracking, knowledge management systems, and remote access to customer sites to ensure maximum assistance. In addition to promptly handling customer-initiated inquiries, Emptoris support proactively notifies customers of critical information regarding the product via service advisories. As well, each customer has their own access to our Customer Support Self-Service Portal to enter and track cases, submit enhancement requests, and search our knowledge base of solutions and answers to frequently asked questions.

Support Advisor

Customers may also elect to have a Support Advisor—an individual within Emptoris’ support organization assigned to the customers. The Support Advisor has overall responsibility for the timely resolution of customer issues. The support advisor will:

• Act as the customer’s advocate within Emptoris
• Personally manage P1 (high priority) escalations
• Ensure timely escalation/resolution of customer issues and timely communication of status
• Accurately articulate customer issues at multiple levels within Emptoris
• Prioritize customer issues for inclusion into future service packs
• Prioritizes and schedules software upgrades
• Provide monthly reporting metrics on service level attainment and issue status

Support for Your Enterprise

Emptoris support services scale to meet your business needs. Customers may elect to handle front-line inquiries from employees internally and leverage Emptoris support via designated contacts. Additionally, Emptoris can address all front-line inquiries from employees, effectively outsourcing your employee help desk to Emptoris. Employees benefit from support engineers who are focused exclusively on supporting Emptoris-related inquiries. Companies benefit by not putting additional demands on internal IT resources.

Support for Your Suppliers

Through a combination of supplier training and support, Emptoris can help you lay the foundation for a high level of adoption and satisfaction among your supply base. The supplier training courses offered by Emptoris education services follow proven training methodologies and expose suppliers to the fundamentals of using Emptoris. These courses can be tailored to meet your processes and can be organized around specific sourcing events.

Once trained, suppliers may then use Emptoris supplier support to address any functional or technical inquiries. This enables companies to outsource much of their supplier support responsibilities. Suppliers benefit from support engineers dedicated to supporting Emptoris and your company benefits by not putting additional demands on internal help desks.

Support Levels

* Time zone coverage varies by language and can be
   adapted to meet customer requirements.