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Infor Unveils Partner HelpDesk to Deliver Comprehensive Product Support

United States – September 29, 2016, 09:00 AM

Infor, a leading provider of beautiful business applications specialized by industry and built for the cloud, today announced the Infor Partner HelpDesk, an innovative partner program designed to deliver more rapid expertise for certain functional, technical and project management needs. The Infor Partner HelpDesk is a one-stop resource that is designed to help Infor Partners solve complex product specific queries in select solutions. The program is structured to respond to consultant queries and work order requests that may occur during a sales cycle, implementation and post go-live. This program leverages the deep expertise of solution specialists in the Infor Center of Excellence in Hyderabad, India.

The Infor Partner HelpDesk has successfully completed a pilot stage with members of the Infor Partner Network in three regions, and is currently being rolled out globally over the course of a year to help Infor partners troubleshoot customer issues and handle complex scenarios. The partners engaged in the pilot program include Azteka, Enterprise Softworx and CDM from the EMEA region, EMDA from the APAC region and LogicData from North America.

"Our company is extremely excited about the launch of The Infor Partner HelpDesk and we have been enthusiastic users of it since the pilot of the program. The Infor Partner HelpDesk provides a single point of contact for questions from the Softworx technical consulting and pre-sales teams and gives us another, but in this case, super-fast and effective, entry point to tap into the expertise of Infor," said Jane Thomson, Managing Director, Softworx. "The program has resulted in infinitely better output and increased productivity in our consulting team, which can translate directly into better profitability and less unproductive time. Something that would usually have taken several days, with lots of frustration, is now being answered within 24 hours."

The program is provided at no charge to IPN members in good standing and is designed to help partners deliver services to customers that utilize industry-specific modules, enterprise resource planning (ERP) systems or value-applications. The first phase of the global rollout is expected to focus on partner support related to a select group of Infor products to help establish "best practices" that can ideally be refined and universally applied to the full product portfolio rollout, currently planned to be completed within the next fiscal year.

The initial wave of supported ERP systems includes Infor LN, Infor CloudSuite™ Industrial Manufacturing (SyteLine) and Factory Track. Additional support for ERPs such as Infor M3, Infor Optiva, Infor Public Sector Suite (Hansen) and Infor Warehouse Management System (WMS) are expected to be added throughout the coming year. Enterprise Asset Management (EAM) and Product Lifecycle Management (PLM) are among the first products that Infor expects to be supported by the Infor Partner HelpDesk. Value apps such as Infor Ming.le, a comprehensive platform for social collaboration, and Infor ION, a purpose-built middleware, are also expected to be supported in this initial program rollout, as are Infor Configure Price Quote (CPQ) and Infor Dynamic Enterprise Performance Management (d/EPM).

Consultants are able to access this resource via phone, email or Infor Xtreme; however, the program is not a service of the Infor Xtreme Support team. Hours of operation will vary by region throughout the rollout phases, beginning with following times and options to purchase additional hours of service:

  • North America - 8:00AM to 1:30PM
  • United Kingdom - 8:00AM to 5:30PM
  • Middle East - 8:00AM to 6:00PM
  • Asian Region - 8:00AM to 6:00PM
  • South Africa - 8:00AM to 6:00PM
  • Australia & New Zealand -11:30AM to 6:00PM

"The Infor Partner HelpDesk is a truly innovative program that is designed to create an unparalleled level of support for our rapidly growing network of partners. By equipping our partners with the tools, resources and expertise, we want to help empower each of them to deliver a superior level of customer service that adheres to the quality of beautiful software with last mile functionality that Infor cultivates," said Jeff Abbott, senior vice president, global channel business unit, Infor. "To date, all of the partners participating in the pilot program have been extremely receptive to the services and have responded with overwhelmingly positive feedback on the responsiveness and solution resolution capabilities delivered by the Infor Partner HelpDesk team."

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