Supercharged Support for Ross ERP Customers

As Greek philosopher Heraclitus said, “the only thing constant is change.” Anyone who has been involved with a software implementation recognizes the truth in this statement. Between the time the project has been approved and the time it’s implemented, roles change, resources are reallocated, people leave, and learning is lost. Aptean Ross ERP has developed a new professional services offering that supports knowledge transfer after a customer’s go-live.

The Aptean Customer Care (ACC) program provides users with Ross ERP expertise to manage upgrades, troubleshoot any system issues, and offer functionality training after system implementation.

Nature Nate’s Honey Co., the number-one branded honey manufacturer in the U.S., is an early adopter of the ACC program and is already benefitting from the added support. Nature Nate’s implemented Ross ERP in November 2016, and immediately recognized the need for additional support to develop its team’s internal expertise.

“Aptean’s initial support during implementation was great, but being so new to the system and wanting to hit the ground running without interruption in our production, we needed a dedicated Ross ERP expert to help us adapt the system to our business processes,” said Randy Evans, IT and Efficiency Systems Manager at Nature Nate’s Honey Co. “With ACC, we have direct contact with a technical project manager at Aptean and access to advance support to ensure we are using Ross ERP in the best way possible.”

ACC support services include:

• Functional Application Consulting

Provides additional system training, assistance with configuration and business process improvements.

• Platform Technical Consulting

Offers support for Event Management Framework (EMF) processes and workflows, along with Remote Management Services (RMS) and database administration services.

• Center of Excellence (CoE) Programming Consulting

Provides program modifications for customizations and Crystal Forms and Web Services modifications.

Ross ERP customers with ACC pay a fixed fee for monthly hours of professional service, based on the tier of service that best suits their needs. The ultimate goal of the program is to give the customer’s IT staff an interim period of additional one-on-time training and support until they are ready to transition to regular support.

The Aptean Customer Care program is one more way that Aptean collaborates with their customers to ensure success.

How can you get started?

If you’re interested in learning more about the ACC program, contact your account manager.