Our helpdesk for operational Business Analytics solutions provides the framework for our support operation. It is accessible 24x7 and governed by strict service level agreements. Our helpdesk services provide for:
Our helpdesk service is your single point of contact for logging and managing all your Business Analytics related queries. These may include the reporting of a technical incident, a user query, an enhancement request or the logging of an application issue. All calls are recorded, classified and assigned within our securely hosted ticketing system. Calls can be logged 24x7 by your designated users, which may be restricted to a selected group of power users (2nd / 3rd level support) or include all users of your business analytics solution (1st level support).
All incoming calls are categorised as either product-related (software defect / software enhancement) or application-related (issue / enhancement request) and prioritised in line with the respective vendor or our standard severity definitions. We provide regular reports on service request activity and compliance to service levels. We are pragmatic about the call logging process and assume ownership of 'your' problem from lodgement to resolution.
If the reported problem is found to be product-related, our support team logs the call with the vendor on your behalf and sees through its resolution. Your support agreement with the vendor must be current at the time we log the call. Our strong relationships with partnering vendors such as Oracle and MicroStrategy allow us to channel calls to the 'right' individuals and escalate calls quickly should such actions be required.
We hold quarterly meetings with our clients to review call history, compliance to service levels and to plan for any upcoming activities such as solution enhancements or planned maintenance work. We don't view support as a reactive function but a vehicle for continuous improvement and learning.
Compared to other technology initiatives with which I have been involved, I was very impressed with Taysols’ willingness to meet issues head on and manage flexibly to ensure our project was successfully delivered.
GM Planning, Rewards & Sourcing
Taysols is recognised as a leading Australian business analytics practice and as such brings all the experience and expertise to the table we seek in an Adaptive Insights partner.
Area Vice President, Australia & New Zealand
We signed the hosting agreement with Taysols on Friday and had the system up and running on Monday.
Vice President, Corporate Operations
In Taysols we found a partner with considerable performance management credentials and a pragmatic approach to overcoming our budgeting & reporting challenges.
National Manager - Information Services
Taysols spent the time to understand what we needed then delivered to time, to budget and in a friendly manner.
Chief Financial Officer
The wealth of knowledge and expertise brought in by Taysols helped in mitigating the risks associated with our HFM implementation project and also contributed to a better change management process. Having hands-on consultants with the drive and ‘can do’ attitude meant we could approach this project with utmost confidence in achieving the desired outcome.
Top shelf people who will get the job done.
Manager, Finance Systems
I have worked with Taysols in many scenarios, across many years, and one of the key aspects of their customer engagements that clients find refreshing is the high degree of integrity and credibility that they bring to the table, with an ability to engage at all levels of an organisation. They understand the businesses and technologies they deal with to a degree that even their business partners struggle to emulate, and are extraordinarily results-driven; projects are always on time and budget. Their team camaraderie is outstanding, and this is palpable to their clients and business partners.
Vice President, Australia and NZ
Evidence based workforce metrics are a critical part of quality strategic workforce planning.
We have much gratitude for the hands on, professional services we received from Taysols.
Extensive experience and knowledge combined with a strong drive to assist the customer achieve best of class solutions.
Taysols is an Oracle partner with experience, capability and shared vision for excellence. They well and truly lived up to their "do it with you, not to you" slogan, which was instrumental in the project's success.
Controller - Financial Reporting
In Taysols we have an exceptional and trustworthy partner, who supported us 100% along the way. Never too tired to go the extra mile and push the project forward, so that we were up in running in less than five months. Having our solution hosted by Taysols is definitely a big benefit as well, as we can rely on their highly specialised team and their very secure Australian based Tier III data centres.
Commercial Manager and Global Systems Project Leader
Taysols was a great choice! Their team worked closely with ours and delivered a solution that has and will continue to provide significant benefits for Seven West Media.
They worked hard and smart and delivered the goods within budget. Who could ask for more.
Financial Control and Reporting Manager