OVERVIEW

Most applications are first implemented using a small ‘sandbox’ or pilot program, and rolled out to a wider audience of users after the kinks discovered in the pilot are ironed out. Project rollouts are complex, large-scale initiatives. But to benefit from the investment in the new system end users need to gain proficiency in using it. However, few companies budget enough for end-user training, change communication, documentation and support.

Cambridge’s Support Services group can help bridge this gap. The group specializes in rolling out projects efficiently – across many locations, departments and people – and supports both legacy and newly implemented applications. Cambridge has a large number of PMI- and ITSM-trained staff.

Cambridge’s support methodology is called MethodixSupport. We use a number of productivity tools to enhance clients’ control and visibility over projects. These tools allow for fast logging of support calls, speedy resolution, and tracking against key performance indices (KPIs).

Cambridge offers Service Level Agreements (SLAs) with preset performance commitments so that clients can be sure of consistent delivery.

Some of Cambridge’s Support Service offerings are:

• End-user Training and Documentation
• Change Management and Communication
• Legacy Application Support
• Newly Implemented Application Support
• Field Service and Post-‘live’ Support
• Maintenance and Upgrade Management
• Call Center (voice, email, fax) Support