Evernex Customer Portal CARE

Evernex Customer Portal CARE Q&A with Emmanuel Ronald

Evernex Customer Portal CARE Q&A

Evernex Customer Portal CARE Q&A

Evernex Customer Portal CARE is a self-service portal with a single point of contact to maintain any multi-vendor data center, regardless of manufacturer and configuration. In this Q&A, Evernex’s expert Emmanuel Ronald explains why Customer service is the key differentiator for any business.

How would you describe your approach to digital transformation?

To implement digital transformation, you need to do a few things:

  1. Business operations: look at the way the company operates.
  2. Efficiency: leverage new and existing technologies to make business systems and processes more efficient.
  3. Customer Experience: deliver the best user experience

The point is not the technology itself, but rather what it can deliver.

Business transformation Example

A good example is our Operations Team. They

  • receive customer support requests.
  • manage the overall resolution process.
  • against customer’s Service Level Agreement (SLA).
  • dispatch a spare part.
  • find the closest one in the database.
  • ship it to the right field engineer.

At the launch of our new ERP system, they had to complete actions in different parts of the system. It consisted of replicating a lot of data entry. We’ve developed a dedicated experience application connected to SAP. It now automatically shows which spare parts are available where. And it performs all the required actions to ship the IT asset.

Digital Business transformation

Business transformation is about freeing our people from time-consuming, repetitive tasks using digital tools. It leaves them more time to focus on the areas where they can add real value. A robust approach to change management is key. So, we make sure to make these organisational changes. And properly prepare, support, and help individuals and teams across the business.

We engage with every part of the business. And explain how proposed changes will impact and improve day-to-day tasks. Our aim: ameliorate overall user experience and business efficiencies.

Digital transformation is also about how we deliver value to our internal and external customers by introducing new ways to use existing technology – to help them to perform better and provide a more connected link between ourselves and the customer. Systems are not a goal. They are a means to achieve our goals.

What is it about customer service that ‘makes or breaks’ a company?

Customer service is the key differentiator between a good business and a great business. It’s what sets Evernex apart from its competitors, and the seamless customer experience we have created with the new portal is one that really resonates with our clients all over the world.

Self-service Customer service portal

For us, it is all about the customer, from start to finish. Due to global acquisitions, we have a diverse range of systems. Yet the digital team did a wonderful job integrating and aligning all. Now we deliver a seamless customer experience with the same service quality regardless of location.

What will this digital transformation deliver for your customers?

Our digital transformation enables customers to access service tickets and equipment details from any device. At any time of the day or night.

In the Evernex Customer Portal CARE, customers can quickly and simply:

  • open service tickets.
  • read auto populated IT-asset information.
  • view real-time updates from customer support.
  • sort service tickets.
  • view an immediate snapshot of all service records.
  • have instant access to SLAs for each asset under agreement.
  • track and review critical warranty coverage via a built-in tool.
  • view end-of-life details.

Overall, the portal delivers more effective asset management and support journey, and that’s just from Day One.

Over the course of this year, we will be adding more complex and enriched services to help customers work smarter.

What are the advantages of dealing with a tpm?

Business IT infrastructure usually comes from different manufacturers, like IBM, Dell, HPE.

If you choose for the Original Equipment Manufacturers (OEMs), you have to deal with each brand individually. All under the initial warranty period.

If you choose for a Third-Party Maintenance (TPM) supplier, your multi-vendor environment that acts as a one-stop-shop to provide support and maintenance for all brands together.

TPMs help delay the cost of replacing expensive hardware. Customers are increasingly interested in buying refurbished hardware. It reduces costs(up to 80% in savings). And it also helps to produce less e-waste. It creates less manufacturing to replace equipment that simply doesn’t need replacing.

With a TPM, you have one single point of contact for all your infrastructure needs. This includes: upgrades, replacements, testing, maintenance and warranties.

What drove the launch of the customer portal?

Our customer portal acts as a hub between the customer and Evernex. CARE is a private space accessed via the main Evernex website. It delivers VIP care for our valued customers.  Today, the portal is focused on delivering operational features.

Soon customers will be able to access additional features, such as new asset inclusion in existing contracts. We aim to make all day-to-day activities simple. This allows our customers to focus on their business-critical applications.

The client can log in and see what is happening in real-time. Or find the right person to talk to. A real human, not a chatbot!

We will roll out improvement releases every month this year. Such as predictive maintenance, contracts, and invoicing. All improvements will take our customers’ feedback into account.

What do you think the impact of 2020 and the pandemic will be on business today – and tomorrow?

In many ways, the pandemic has created an opportunity to do more things from a digital standpoint. For example, using online collaboration tools. We have discovered new ways to collaborate more efficiently across various functions and business regions.

If you are smart enough in any crisis, you can find new ways. For example, during the pandemic, we became conscious of potential roadblocks with spare part shipping. As a result, we improved our digital capability to precisely forecast and predict the parts we will need. At any given moment across 330+ warehouses worldwide.

Necessity is the mother of invention, and digital innovation over the past 18 months has allowed us to find smarter ways of working. We have looked at challenges and rethink the way we do things.  This led to new solutions for Evernex and our customers. We are certainly ready to meet the challenges and opportunities that 2021 will bring.

Is there one thing that keeps you awake at night?

There is more than one! Digital transformation is about people. Not about  technology. So, employees need to be at the centre of any successful digital transformation.  Finding ways to collaborate with different teams, mindsets and personalities across the various departments is challenging.

We needed to rethink the way that we engage with our staff. The Digital team has done a tremendous job immersing themselves in those departments.  To really understand their unique challenges and needs, before tailoring the right digital solution.

It’s our job to help the business understand the changes needed and help them articulate what they want to get out of a digital transformation.

We are hugely appreciative of the capacity and willingness of both Evernex employees and managers to engage in this process with us. Their commitment to this digital change has been a huge factor in our success.

We also need to ensure complete alignment between the company strategy, business objectives, and the digital roadmap. We must make sure that what we are doing in the Digital team is serving the rest of the business. Digital is just an enabler at the end of the day. But a powerful one. So, we need to ensure we have the right people on board at the management level.

What is your prediction for a more successful year for businesses in 2021?

The pandemic has in some ways forced a pause on many businesses. CIOs got the opportunity to review and reprioritise what’s important. New ways of working will potentially be in place for the foreseeable future. Thus, CIOs will be looking for new ways to manage IT infrastructure costs and needs.

It will doubtless be a busy year for Evernex. Including more businesses reliant on IT and digital systems. Companies are more cost-conscious in their IT budget spend in the current climate. This is where third-party maintenance providers like Evernex can help.

Companies that used technology to transform or ‘pivot’ their business in the past 12 months,  have survived the challenges of the pandemic. And are the ones to thrive in 2021.

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