A Shared Support Model Drives Better Success

By Pete Ballou, Vice President of Managed Services, CSS International, Inc.

I was recently chatting with a client,  a CIO of a $20B global engineering and construction firm. We were talking about about post go-live, steady state support for his organization now that they’re fully operational on a new ERP solution. His footprint includes JDE 9.2  as the core ERP connected to a variety of other mission critical tools (Estimating, Supplier Qualification Management, Strategic Procurement, Project Management, ticketing, etc). His SMO (Service Management Organization) tries to resolve all issues in a single call – while their client is on the phone. He is passionate about using internal resources to staff his help desk. But he is also one of our largest JDE Managed Services clients. What he knows – and what so many other smart CIOs are starting to realize – is that outsourcing select functions (deep dive functional expertise, emergency response, DBA, hosting) makes his SMO more effective. So they can deliver excellent service. So that the partnership between IT and the business is successful. So that the business grows and competes.

So does CSS JDE Managed Services help his business grow and compete globally? You bet it does.

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