SERVICE TRANSITION

PROJECT CARE THROUGH CUSTOMER LIFECYCLE SUPPORT

With the successful implementation of your warehouse management and logistics software into your productive environment, we hand over the project to our Customer Lifecycle Support team. The transition of the service from the implementation phase to the maintenance phase is carried out according to ITIL standards.

SWAN GmbH

SWAN TRANSITION METHODOLOGY

We rely on the interplay of shadowing and reverse shadowing methods for a smooth service transition. In this way, we ensure that the knowledge of the implementation team has been fully passed on to the service team before they are solely responsible for the rest of the support process.

OUR THREE-STEP PROCESS

SHADOWING

In the first step of the transition, ticket processing is done by the project team with support from the Customer Lifecycle Support team. Only when the processes here are running smoothly and all requests are also completed by the Customer Lifecycle Support team does the project team hand over responsibility to them.

REVERSE SHADOWING

In the second step, the Customer Life Cycle Support team processes all incoming tickets with the support of the project team. The still close exchange between both teams guarantees a complete transfer of knowledge into the support phase.

FINAL SERVICE TRANSITION

The full handover to the Customer Life Cycle Support team will be completed as soon as we can ensure a full knowledge transfer. Only then does the project team completely withdraw from handling support requests and tickets.

SWAN - EXPERTS FOR YOUR SYSTEM PERFORMANCE

We focus on personal support and direct exchange with you and your project team. Therefore, we provide you with an EWM expert as Key Account Manager at the beginning of the project. This person is your permanent SWAN contact for process and software optimization and coordinates project support throughout the entire customer lifecycle. In regular coordination and feel-good meetings, we discuss your project progress transparently with you, jointly discuss your optimization potentials and discuss all topics relevant to you.

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GET IN TOUCH WITH US NOW!

We are looking forward to your inquiry and a mutual cooperation.

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