Why our AMS is just a little bit different:
Going live with an HRIT/HRIS system is a pressure cooker. And once the implementation is in place, we find that many clients struggle with the activities that come with such a new system, both during and after the go-live. That is why SuccessDay offers two services: Smooth Landing and Application Managed Services (AMS). AMS Operational Lead Steven Thangathurai explains in this blog what those services entail, how organizations benefit, and what makes SuccessDay’s approach unique.
No anonymous ticketing box, but personalized service
After the selection of your HCM or HRIT package and a technical implementation partner, the preparatory phase, and the actual implementation, you cannot afford to be complacent. Users generally have to get used to a new system. The system is new, not only for managers and employees, but also for the HR organization. What will follow is a tsunami of tickets, issues, and questions for the internal support organization.
During a go-live, an implementation partner will only resolve technical issues and typically for a limited 14 days. You can imagine how the internal organization is unable to handle the number of questions — let alone the more complex questions. If employees or managers have to wait for answers to simple questions all week, their opinion of the new system will be affected. SuccessDay therefore supports organizations during and after the go-live in achieving a smooth landing and user acceptance. Our AMS package consists of two products: Smooth Landing and Application Managed Services (AMS).
Smooth Landing
Smooth Landing is aimed at ensuring a smooth go-live of an HCM or HRIT package. We provide support during the initial period, immediately after going live with prioritization, communication and stakeholder management; processing change requests and scheduling changes; coordinating incoming tickets, troubleshooting, knowledge transfer; while working on stabilizing the system. “The goal of this service is to unburden the customer during a stressful period. During the go-live, the implementation partner is focusing on the technical configuration. Typically, the internal support organization has been set up recently and is frequently overwhelmed by the number of non-technical help questions from colleagues, such as forgotten passwords or ‘how does this work again?’ type of questions. We take care of those questions,” explains AMS Operations Lead Steven Thangathurai.
During this process, SuccessDay is in touch with the internal organization—almost daily—and several times a week there are control room meetings with the AMS-Lead and Agents of SuccessDay, as well as the customer’s team. During these control room sessions, technical and non-technical issues are coordinated and resolved, and updates are made. “We optimize the user experience and ensure that the support team at the customer has the right information and expertise. We prefer face-to-face or Teams meetings, so the user can see a face and we can help people through ‘screen sharing’. With us, no anonymous ticketing box or communicating via email. We only close the door behind us when the customer is confident enough to continue the journey on their own, and the system is stable,” says Steven.
Application Managed Services (AMS)
Next, the choice is often made for the regular AMS service. This means that SuccessDay is no longer in charge of ticket coordination and is less focused on the prerequisites of a support organization around the HRIS. “With regular AMS, the customer enters tickets into our ticketing tool, and we take care of it. Again, customer satisfaction and a personal approach are key. For example, every customer gets a fixed point of contact: our AMS Lead. We proactively maintain the relationship with the customer and understand what the needs are. If a customer prefers a Dutch-speaking, or rather an English-, or German-speaking contact person, we will arrange it. Our lead is in close contact with our specialists around the world at the back end, who can be called on in the event of a specific problem,” says Steven.
By the way, you never pay too much. If an issue can be solved by a junior, then that’s how it is done—and you pay the accordingly lower rate. Only when the problem is more complex do we switch to a mid-level or senior specialist. We often create a combination of professionals, so you get the best price mix. Fair and transparent.
Activities that are part of the regular AMS:
- responding to incoming tickets (troubleshooting, knowledge transfer towards the internal support team)
- executing change requests
- researching/providing solutions for problems
- implementing modules after an initial go-live
- redesigns of existing processes
- support or complete unburdening, during testing at release support
- bringing new functionalities to the attention
In just a few years, SuccessDay has become one of the largest providers of AMS services in the Benelux. Sometimes this may concern a few modules of an HRIT system, sometimes more. How many tasks organizations take on themselves depends on the size and type of organization, but also on the skills of their own staff. Steven: “There is a great shortage of people with technical knowledge of HRIT systems and we employ a pool of experienced, well-trained professionals. We also utilize an extensive external network, so we can always find someone who has a solution to your problem.” An additional advantage is that those professionals work all over the world, which allows SuccessDay to use the follow-the-sun principle: there is always someone available, regardless of time zone.
Future plans
SuccessDay is continuously working on expanding, improving, and optimizing its services. This includes regular matters such as ISO27001 certification for information security and data management—but also genuinely listening to the customer. “This year we are going to focus even more on the customer experience of our service,” says Steven. SuccessDay will be the first HRIT service provider to implement XLA (eXperience Level Agreements). “We are going to have an external party assess our service and enquire how customers experience our service. It’s not just about response time. It’s about complete dedication. For example, we will communicate clearly what the customer can expect and by when, based on the analyses we make. After all, we always want to go the extra mile.”
More information about AMS?
Feel free to contact us, we are looking forward to telling you more!
