According to Helen Welensky, support manager at CA SA, the partnership with EOH has enabled CA SA to put a much-needed local support centre in place.
“We are the IT management experts, and to deliver against that promise we will ensure that we have the technical expertise to assist our customers in obtaining value from our solutions across the entire life cycle, right from the design stage to the build stage to the manage stage,” she says.
Welensky says the creation of a local support centre is one of the crucial building blocks in the manage stage, and in order to ensure the support centre adds real value to customers, a support co-ordinator will be dedicated to logging incoming telephonic or Web-based queries to ensure they are handled timeously and efficiently.
“This will be a customer's first point of contact,” she says. “Once a call has been logged, a local support engineer will take ownership, and our intention is that these support engineers build a relationship with our customers, apart from providing a high quality of support and quick resolution times.
“The global support centres will continue to provide additional levels of support when required, but having a local support centre staffed with local people that understand the local customer environments, speak local languages and that can go to site when required is what our customers have been asking us for,” she says.
Welensky insists that it is all about the customer's perception of support, and she will regularly meet with customers in order to field any escalations and ensure that support procedures and service delivery are aligned to customers' expectations. “It is imperative that we have a customer base that is satisfied with both our software products and our support capabilities in order to meet the aggressive targets for growing business in the region,” says Welensky.
CA SA has made a significant investment in establishing the local support centre, and has increased its skills base by 20% in the last six months since becoming a local company. “CA SA is recruiting the best people the industry has to offer, and will have the largest team of people dedicated to IT management in the country in the near future,” concludes Welensky.
The local support centre will be based at the CA SA offices in Bedfordview. Customers phoning from South Africa can contact the support centre on 0860 INFO CA or 0860 463 622. For customers phoning from outside South Africa, the support centre can be contacted on +27 11 417 8698.
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CA Southern Africa
CA Southern Africa is the sole representative of world-leading CA technology in sub-Saharan Africa and a member of the EOH group of companies.
CA Southern Africa is the IT management expert, merging international innovation with a world of local possibility. CA Southern Africa provides customers with a holistic and all-encompassing solution, which provides both traditional software-based solutions as well as other outcomes-based services, which require little upfront investment and skills.
CA Southern Africa's solutions can be tailored to suit and address each individual business and allows them to choose how they would like to manage and run their IT, either internally or through the locally hosted CA Southern Africa facility.
EOH
EOH is a business and technology solutions provider, creating lifelong partnerships by developing business and IT strategies, supplying and implementing solutions and managing enterprise-wide business systems and processes for medium to large clients.
EOH operates in the following three clusters of business units as a fully integrated business:
Technology - Through a number of subsidiary companies, EOH is able to sell, implement and support a range of world-class business applications, including ERP, CRM, business intelligence, advanced planning and scheduling, e-commerce and manufacturing execution systems (MES).
Consulting - Concentrated under the EOH Consulting brand are business units offering services ranging from strategic and business process consulting, project services, change management, supply chain optimisation and education.
Outsourcing - EOH offers comprehensive maintenance and support of client's IT infrastructure and applications through the rendering of full IT outsourcing, application hosting and managed services. In addition, EOH offers full business process outsourcing (BPO) services.
EOH has a presence in all major centres in South Africa and operates in the rest of Africa.
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