Dublin (12th November 2009) - Phoenix Technology Group (Phoenix),
a leading provider of workflow and business process management (BPM) solutions has extended their
current offering to include the provision of outsourced software support services.
Outsourced software support is the provision of first and second level help desk support
for business applications. Any issues, queries or bugs with the supported software can be
reported to the Phoenix helpdesk who will log the problem and carry out an initial issue
investigation. Service level agreements ensure that every issue is tracked and responded to
based on predefined contract terms. Escalation procedures further guarantee a prompt resolution
to the problem identified.
Cormac McCarthy, Managing Director of Phoenix commented on the move, “Phoenix has been providing
support services to customers and technology partners since 1997. Some of our current support
customers have been with us for over 10 years for the very reason that we provide them with an
excellent service”. When asked why he felt outsourced software support would be of benefit to
companies, McCarthy indicated that “about 80% of issues are related to configuration or operational
maintenance, very few have a bug fix requirement. Having someone available to answer phones and
respond to what can seem like basic queries is an overhead that a lot of small software companies
cannot afford, and in these tough economic times, it’s an overhead that they could do without”.
Phoenix is primarily targeting software providers who do not want the overhead of running their own
help desk. According to McCarthy “most software companies are developed based on great ideas,
the software is built and sold but the provision of customer support is not always a priority.
In our experience a lot of companies are not structured to deliver a good customer support service
and it is a vital to the customer to know that they will be looked after when the sales person walks
away. Phoenix can provide an excellent support service, at a very cost effective price; it’s based
purely on economies of scale and there are no competitive issues as we do not require access to the
source code. As part of the contract transition, our help desk staff will receive full training in
the product and the specifics of each customer implementation allowing us to be self sufficient as
quickly as possible. Where a bug with the software is identified this will be reported back to the
vendor, dramatically reducing the number of calls they need to deal with and the resources required
to operate a help desk.”
The concept of outsourcing has been popular for some time as real efficiencies and savings can be
achieved. There are a number of large players offering full support services including hardware
and software for large organisations, the Phoenix offer is targeting the smaller companies who want
to offer an exceptional support service to their customers at a reasonable cost to themselves.
McCarthy continued, “We haven’t ruled out offering support services directly to customers for
bespoke applications, but for the moment we are concentrating on a business to business model
as we believe we can offer real benefits and savings to a number of organisations.”
About Phoenix Technology Group:
Phoenix Technology Group delivers workflow and
business process management solutions to financial services companies on a fixed cost
and fixed timescale basis. Our customers include many blue-chip names such as AXA, Royal
& SunAlliance, FirstAssist, Lloyds TSB and many more. If you would like any further
information on our solutions or our services, please contact us.
For Further information please contact:
Brenda Reilly
PHOENIX TECHNOLOGY GROUP.
Phoenix House 32/34 Castle Street
Dublin 2, Ireland
Tel: +353 1 6707722
Fax: +353 1 6707721
E-mail Brenda.Reilly@phoenix.ie
Web www.phoenix.ie
