Services & Support for DEACOM ERP
Deacom’s consulting team has extensive experience delivering simple solutions to our customers’ most complex problems. Drawing on our extensive ERP and industry knowledge, Deacom offers a number of different consulting services geared towards delivering tangible results to your organization:
• Process engineering services
• System and hardware services
• DEACOM training services
• DEACOM upgrade services
• Project management services
Deacom understands that customers have a day job so the company provides options for both remote and on-site implementation services. A Deacom implementation requires at least two hours a day, three times a week via GoToMeeting, supplemented by homework for both the Deacom and customer resources (e.g. locating data, determining how processes should work, documenting SOPs, etc) to be completed between meetings. This ensures that Deacom and the customer makes the best use of their time.
Progress of the implementation can be seen in the Project Dashboard which is accessible to all project stakeholders. This dashboard aggregates all data with drill down capabilities into the different project areas, a project scorecard, and project health at the top level. This transparency fosters a collaborative relationship throughout implementation as well as post Go-Live.
ERP is not just about software – it’s also about the services that implement and support the software. Deacom’s service teams leverage deep industry knowledge to help customers meet the rapidly changing demands of today’s global marketplace. Deacom’s team experience will help your organization identify your operational needs and architect a simple solution to achieve your business goals faster and at a low cost.
The DEACOM support team provides on-demand support to ensure that you realize all the benefits of the DEACOM solution. All support team members are Deacom employees based out of our headquarters and have substantial DEACOM experience. Each support issue is logged in DEACOM’s Support Tracker and is visible to you throughout their life cycle. If you feel a support specialist is not handling a support issue correctly, the Deacom management team is always available to escalate an issue. The support team is also available to review your organization’s requests for enhancements to the DEACOM software. All requests are thoroughly reviewed by Deacom and, when approved, are built into the DEACOM software.
Support team hours are Monday-Friday 8:30 AM – 5:30 PM EST. Emergency contact numbers are provided for off hours as well as a comprehensive web portal ensuring 24⁄7 support.