SUPPORT
Once the BLUE solution has been deployed, it needs to be supported. And that’s what our Global Service Desk is for. Global brands produce packaging and marketing material 24/7 all over the world and BLUE experts are always available for active issue tracking and resolution.
Our support service includes:
- Worldwide service desk resources in Chicago, London, Singapore and Chennai
- Structured ITIL v3 based service delivery including SOPs for Incident, Change, Problem, Request, Access and Security
- Modern ITSM (Information Technology Service Management) tools and services including Ticketing System and Knowledge Repository
- Applications monitoring, surveillance and analysis
- Experienced Application, Infrastructure, Process and Graphics Arts experts
- Multilingual global service desk
- Fully measured and published Service Level Agreement (SLA) parameters
In addition to the above, we offer many on-site options, including transition personnel and permanent placements who are experts in your processes and BLUE deployment and serve as a liaison across global brand teams and a technical/process resource. This can include a wide range of services, including:
- Asset-optimization and upload services for efficiency and accuracy
- Content management with complex graphics files experience
- Administer/maintain site configurations through the administration interface
- Maintain/administer asset library, workflow and online proofing modules. Including company/contact/user, security maintenance and administration, file type configuration, custom field maintenance and administration, workflow template maintenance and population activities
- Create/distribute system reports as required
- Assist with client site training and demonstrations
- Gather new client requests and requirements from the client sponsor and coordinate with Client Relationship Manager and onsite team
- Support/contribute to site testing to support new features/upgrades
- Provide onsite application support as required for the client end users
