Energize Your Talent

Client Support done the OrganizationMetrics Way

Being in business successfully for over two decades has taught us great products will attract new clients, but it's a combination of innovating products and supporting the clients in every way possible that ultimately retains customers. And retaining customer enthusiasm, not just satisfaction, is the ultimate compliment and vote of confidence we can achieve.

"Customers shared that they felt OrganizationMetrics was much more than a technology provider. They believe the company's consultants and service team are true partners and are invested in their long-term success. Many of the OrganizationMetrics customers have been on the journey with them for 10-plus years."
Bersin & Associates, October 2008

Our Client Support Services include everything you need to get the most out of your investment in OrganizationMetrics' TMS. These include:

  • Standard Maintenance and Support
  • Enhanced Service Support (ESS)
  • Enhanced Technical Support (ETS)

These services can be used separately or in powerful combinations to match your company's demands and resources.

Standard Maintenance and Support

  • This level of support allows named administrators, usually within HR and IT, to report issues, ask questions or request changes to the TMS application on behalf of the client.
  • It also provides the client with major and minor upgrades and releases, service packs and patch releases.
  • Administrators can report issues, log cases, ask questions and request walk-through's over the phone or by email.
  • All administrators are provided with their own user IDs and passwords to an online support portal which allows case reporting and tracking 24/7.
  • This level of support is built into our Subscription Licensing (free of charge) and is normally purchased as an annual renewal option by clients using our Perpetual Licensing.
  • The standard hours of telephone and email coverage are 9 AM to 5 PM EST, but extended hours are available in increments of one hour so you can efficiently customize your coverage. For example, 8 AM to 6 PM EST, coverage for other time zones, weekends ... etc.

Enhanced Service Support (ESS)

  • This level of support permits all users to directly contact OMI Support professionals to ask questions, report issues or receive walk-throughs of our TMS applications.
  • Users can access our dedicated OMI Support Professionals over the phone or by email.
  • The Client's administrators can review cases reported by their users as well as the responses and service provided by OMI staff.
  • The standard hours of coverage are 9 AM to 5 PM EST but extended hours are available in increments of one hour so you can efficiently customize your coverage. For example, 8 AM to 6 PM EST, coverage for other time zones, weekends ... etc.

Advantages of this service, compared to the Standard Maintenance and Support, include:

  • It greatly frees up the client's HR and administration resources.
  • Users receive the most up-to-date information available regarding the application and current issues.
  • Users experience faster issue resolution since they can bypass their company's administrators.
  • More accurate reporting and troubleshooting greatly improves issue resolution speed and accuracy.
  • Service responsiveness and quality are protected by OrganizationMetrics' world class Service Level Agreements (SLA).

Enhanced Technical Support (ETS)

  • OMI technical professionals access the client's environment (both the interface and the back-end database) for maintenance, testing, upgrades and trouble-shooting.
  • Issues can be observed and corrected in real-time in the client's environment. This eliminates the efforts and delays often associated with replicating problems in the OMI environment versus the client's environment.
  • Can be used as an escalation point for issues being reported by the client's TMS administrators and users (when serviced by ESS).
  • OMI staff can be trained and certified as necessary to meet any client's requirements for security, privacy and other legal obligations.
  • This level of support is built into our Hosted and SaaS TMS solutions (free of charge) and is normally purchased as an annual renewal option by clients using our TMS solutions On-Premise.
  • The standard hours of coverage are 9 AM to 5 PM EST but extended hours are available in increments of one hour so you can customize your coverage. For example, 8 AM to 6 PM EST, coverage for other time zones, weekends ... etc.

Advantages of this service, compared to the Standard Maintenance and Support, include:

  • It greatly frees up the client's IT resources.
  • Downloads and changes to client systems proceed more efficiently and error-free compared to when processed internally.
  • When combined with Enhanced Service Support (ESS), users experience faster issue resolution as they can bypass internal resources and avoid steps related to replicating the problem.
  • Service responsiveness and quality are protected by OrganizationMetrics world class Service Level Agreements (SLA).
 
 

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