What makes FirstCall unique? How do we INCREASE YOUR PROFITS?
- 3. Who We Are
- 4. What We Do Software & Consulting for Business Process Management Analysis and improvement of business processes, implementation of business applications, and development of composite solutions for SAP Enterprise and Business One Full service provider for process and IT solutions – Functional and Technical support and Hosting/Basis We provide a business service designed to provide our clients a value based support alternative We provide “one stop” access for all Functional and Technical support needs
- 5. “Typical” Client Business Challenges What We Solve • Support for organizations with legacy systems back as far as SAP version 3.0 • Determination of skill types & diverse functional expertise to FIT actual Solution. • Support and optimization for existing environments while migrating other brands? • Project Cost Analysis for Outsourcing vs. FTE hires for “just-in-case” scenarios.
- 6. Our Solutions Benefit Our Clients Why that Matters Optimize In-House Resources • Focus on mission-critical issues rather than day-to-day operations • Utilize our knowledge transfer methodology to train your staff • Utilize our problem trend analysis to identify process improvement opportunities
- 7. Our Solutions Benefit Our Clients Why that Matters Increase Profits – Reduce Support Costs Remote full-suite Functional / Technical expertise at a fraction of the cost for FTE Life Cycle support – from post Go-Live support to upgrades & new modules Temporary support and expertise help for time-critical projects Eliminate disruptions due to loss of key support personnel
- 8. Solution Components Enhancement Level III Support Level I, II Projects Innovations New General Ledger RFID Pic to Voice Consolidations SEM-Planning Portal Authority Concepts Virsa, SOX, GxP etc. ALE/EDI System migrations Platform changes DB Changes Unicode Migrations Operating System …. Request for Change / Request for Service: New Forms/Reports New Authority Settings Support Packages Legal and Regulatory SAP corrections Small Projects (< 10 MD) Projects *>10 MD General Support/ Incidents: Troubleshooting live functional issues How To Questions Quick Customization requests OSS note identification and application HRSP analysis, implementation System Down issues Integration of and maintenance of company units New Plants New Company Codes Year End Preparation Open Enrollment - Plan redesign Upgrades Miscellaneous
- 9. Value Proposition We can provide support to SUPPLEMENT your team for: FICO, MM, PP, SD, ABAP, Basis – and others – for a fraction of the cost of what you are currently paying. Internal SAP Shops 65% Utilization Industry-wide
- 10. Value Proposition Software Maintenance Help Desk Release Mngt License Mgnt.. Application Support (1st – 3rd level) Implementations Process Maintenance Business Improvement Application Projects Hosting Operations (Basis Technology, Monitoring etc.) Operations Projects Continuous Business Improvement Service & project reporting, SLA review Delivery Management
- 11. Our Service Difference • “One Stop” access for all functional and technical support needs • Support for both Enterprise and Business One • All Platinum Level Consultants with 15+ years • Each TEAM with diverse functional areas of expertise • Full Service – ONE TEAM : Operations, Applications, Product Services & Service Management • Core Team for Implementations, Support, and for small projects (Upgrades, Roll-outs etc.) • Global Processes, local Presence – think global act local (in respect of language and culture) • SLA‘s individually tailored for our Customers
- 12. Break Fix – Typical Service Levels Service Levels: Level I and Level II support. Level III SAP support is scheduled on a case-by-case basis. A) Coverage is defined as the hours and days covered by the service agreement. The standard 8x5 coverage is for five days per week, eight hours per day. Standard coverage is from the hours of 8:00am to 5:00pm. B) Response Time is defined from the time a problem is entered into the Support Center system, to the time that Client receives acknowledgement that the problem is being worked on. Notification to the Client may be in the form of a phone call or an E-mail sent to the end user. Response time is system monitored. Any call exceeding the stated response time is automatically escalated to the Support manager. The standard response time is 4 hours or less from the time a problem ticket is entered into the system. Client can contract for a higher level of response time if required. •Priority 1 (Critical) 1 hour response - system down – work continues till resolution •Priority 2 (High) 4 hours response – major component severely affected •Priority 3 (Medium) 6 hours response – standard issue •Priority 4 (Low) 8 hours response – general inquiry C) Resolution Time Calls vary in complexity, therefore resolution time is not guaranteed, however escalation based on the response time is guaranteed.
- 13. Beyond AWARDS…to Relationships 13 Raith, Mr. Casella (Controller) Based on our experience, First Call is the most flexible, timely and economical SAP partner that we have worked with. The team members are very experienced and are good at working together as a team in solving the issues. Madden, Mr. Furman (Director of IT) We have worked with FC for the past 6 years and through SAP projects, upgrades, and monthly support, FC has helped us maximize SAP‘s use and reduce our FTE support costs by 60%…. Trinity Packaging, Mr. Rotolo (CFO) FirstCall not only takes a subject matter posture when it comes to dealing with our needs, they also incorporate the end user perspectives in requirements gathering, development, and testing of system enhancements. They have demonstrated the ability to anticipate potential issues with a new enhancement, and to ensure that they deliver quality service … Louisville Slugger, Mr. Crofoot (Director Information Technologies) We’ve been very happy with FC’s performance, as they helped us with the baseline configuration of Sales Contracts which were about to go live. Additionally, they saved us in excess of $70K on our SAP maintenance contracts by acting as a 3rd party maintenance provider. ....
- 14. Finance & Insurance Public Sector Telecommunication & Media Transportation & Travel Services Industries Chemistry / Pharmaceutical Consumer Products / Retail Capital Goods Paper/ Textile / Metal Automotive Manufacturing
- 15. Recipient of SAP’s Customer Satisfaction Award for SME Customers for 5 years