OUR CUSTOMER BACKGROUND :
Our existing customer is dedicated to transforming dentistry, simplifying technology and changing lives around the world with its innovative digital product line of systems, solutions and support. From dental intraoral and extraoral imaging, scanning and sensor equipment to CAD/CAM solutions, imaging analysis software to practice management systems, our customer’s technology captures two billion images annually and aids in more precise diagnoses, improved workflows and superior patient care.
- Our customer faced more significant configuration changes (requested after Concur go-live) which had a major downstream impact on integration and/or other settings.
- FinTrans Solutions was brought in to increase production support service quality (based on SLA), improve resolution lead time, improve the overall stability of the Concur solution, and change user satisfaction on maintenance service delivery to the better.
FinTrans was selected as certified SAP Concur Consulting & Implementation Partner for Continuous Routine Production Support for their running SAP Concur Application.
FinTrans helped by taking ownership for :
- Provide full-scope routine production support services across a total of 32 countries
- Timely address and resolve any Concur related incidents or defects
- Maintained good relations with the customer’s internal SAP team and provided insight into Concur form and field-based implication on integration due to configuration modifications (and visa versa)
- Assess all change requests in terms of impact, technical feasibility and under leading-practice considerations, i.e. audit rule, email reminder, travel allowance rate update, tax related matters
- Share the daily Concur extraction batch detailed report with the customer’s Finance Team for smooth and unhampered posting in the customer’s ERP solution
- Built new custom and complex Cognos Reports (under Intelligence)
- Develop and execute Concur related and role-based trainings with super-users or with administrators
VALUE ADDED :
Our customer received daily Concur production support services, comprising
- Application Maintenance & Change Request Management Support (including the evaluation of new change requests after initial configuration),
- Daily Incident Management Support (including Root Cause Analysis),
- Employee Administration Support, as well as
- Credit Card Feed Support (e.g., missing card transactions, deletion of card transactions under the respective users’ profiles, assignment of new credit cards to employee profile)
Our customer received continuous service delivery under 24/7 Concur support shift model
Functional : FinTrans achieved 98% adherence to all Production Support related SLA through timely closure of tickets (Incidents and Change Requests) for their customer
Integration-related : FinTrans provided functional support to the ITS Teams whenever new enhancements or modifications to integration logic of interfaces from and to Concur had to be made
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