Three levels, one goal: seamless ERP support with ACGS
After deploying your ERP internationally, your teams need reliable, responsive, and locally adapted support. With Absys Cyborg Global Solutions, you benefit from a structured three-level support system designed to meet your end-users' needs and ensure smooth operations in every country.
A structured support approach for every need
International organizations face diverse challenges depending on countries, time zones, and languages. That’s why at Absys Cyborg Global Solutions, we’ve built a three-level support structure, working in synergy to deliver fast, relevant assistance.
Indeed, post-deployment management is as strategic as the implementation phase itself, as a successful ERP project relies on both proper setup and ongoing support. As with any multi-country ERP implementation, success depends on anticipating local requirements, harmonizing processes, and setting up a solid, well-coordinated support framework.
From first-line user interactions to complex technical incident resolution, our approach ensures reliable, consistent support wherever you operate.
Local Support (Level 1) – Frontline Support
Our local teams act as the first point of contact for your end-users. They provide:
- Help with common requests: basic troubleshooting, feature usage guidance, small daily configuration needs.
- Minor adjustments to quickly address immediate issues without delay.
- Support in the local language, understanding cultural and regulatory specificities in each country.
Benefit: immediate, personalized assistance ensuring smooth day-to-day ERP usage.
Core Support (Level 2) – Functional Expert Support
This second level gathers experts to handle complex or cross-regional issues.
- Managing escalations that go beyond local capabilities.
- Deep understanding of business processes and advanced functional ERP knowledge.
- Coordinating across multiple subsidiaries to ensure consistent solutions worldwide.
Benefit: fast, harmonized handling of complex requests with a global perspective of your organization.
Global Support (Level 3) – Technical Expert Support
This third level involves high-level specialists focusing on ERP architecture, code, and integrations.
- Resolving major technical incidents: system anomalies, performance issues, application bugs.
- Managing global developments and overseeing ERP extensions and customizations.
- Direct interaction with software vendors and technology partners, including Microsoft, for tailored fixes or enhancements.
Benefit: a stable, secure, scalable ERP platform ensuring business continuity across all entities.
Why choose Absys Cyborg Global Solutions?
- An international presence with over 60 partners in 30+ countries.
- Structured post-deployment support tailored to each level of need.
- Guaranteed responsiveness and consistency, boosting worldwide ERP adoption by your teams.
Need structured, multi-level ERP support for your international deployments? Contact our experts today.