Support

Delivery is only the first stage of implementing a field force automation solution. Based on research and FieldAtWork's experience the biggest business cost driver to field force automation is not the initial delivery cost, but rather the ongoing cost of support and maintaining a system. How support is handled is critical to ensuring costs are managed and the system remains healthy.

At FieldAtWork we have recognized support as a key performance indicator in the ongoing success of a field force automation solution. In order to manage this process we have 'built' our unique Support Center. This collaboration Centre allows all members involved in the support process to access and work with the same information. Support is then managed as a collective effort and not in the more traditional technology sense.

Global support reach

The powered by FieldAtWork methodology has allowed us to centralize support infra-structure into the Support Center. This collaboration product is globally accessible by our customers, technology partners and local support operations. It has allowed FieldAtWork to use its own product to support solutions in many countries.

Managed support - why we recommend software plus service

FieldAtWork primarily delivers using the software plus service model. This places the technical support responsibility with the appropriate FieldAtWork business units and ensures organizations are free to focus on driving their business forward.

Enterprise support - the enterprise model

The FieldAtWork model also extends to enterprises that may not yet have journeyed down the software plus service path. Tailored support arrangements can be put in place using the Support Center as the cornerstone to ensure a common collaboration framework is in place.