Solutions : Customer Care

Services That Exceed Your Expectations

You have high expectations of your hosting partner to deliver superior software solutions. We also expect your users will demand a knowledgeable software support staff. WTS offers unsurpassed service focused on meeting hosting support needs and includes response line, consulting, and systems development. Our customer care organization will be available to provide you with the expertise needed to make the most of your software selections as your business evolves.

You will quickly find that WTS is interested in building a relationship with our customers that goes beyond the initial implementation. We strive for relationships that continue to support you through changes in your business. WTS application and technical support teams are committed to the success of our customers.

Customer Support

WTS understands that timely, knowledgeable support is critical for our customers' success. Our customer support center handles both application and technical questions from our customers. WTS support staff average more than 8 years of Oracle experience.

Customer support is responsible for day-to-day customer needs and it provides support on a callback basis during evening and weekend hours. All coverage hours are based upon the service level agreements with our customers.

User support needs can be submitted via direct phone calls to WTS, through Internet, e-mail, or facsimile. All calls are recorded in our customer service system for problem tracking and call escalation purposes. Any issue reported by a customer becomes key knowledge for the support staff to assist other customers with a similar issue.

Escalation procedures exist within WTS to allow involvement from our application team and/or our operational staff. Pre-defined support procedures are outlined for business applications and complementary software vendors and include escalation to their support staffs. The WTS support staff is trained and certified in the products we host and support.

In 2003, WTS achieved Certified Support Provider status from Oracle Global Support Services. Through their certification process, Oracle recognizes partners who are committed to providing outstanding customer support and demonstrate the skills required to meet Oracle's customer support goals of "Enabling client success through timely, accurate, and professional support."

Training

WTS can arrange Oracle-certified training to help customers get the most out of their business solutions. Classes are available at your location or at the Oracle training facility. We can also assist in arranging workshops or training from complementary product providers as needed.

Consulting

WTS offers EnterpriseOne and World certified consulting to help find just the right solutions to meet unique logistical, financial, and resource management needs. To get the maximum benefit from these complex solutions, you may need assistance implementing them into your existing IT systems and business processes. Our committed consulting organization will work with your team to ensure maximum benefit is received.

The consulting department's responsibilities include remote applications management, development of implementation plans with customers, solutions configuration, and conversion assistance. Our consultants also serve as a technical resource for the WTS Customer Support Center on day-to-day application questions.

Systems Development/Programming

Do you need customized solutions in addition to pre-configured EnterpriseOne and World applications? Our systems development and programming services can custom-fit a solution to solve most business needs.

Our systems development department can assist with installing and maintaining releases of EnterpriseOne and World, developing and maintaining custom software, and assisting in the implementation of new customers. We also create conversion test environments, write data conversion programs and provide assistance to the Customer Support Center in debugging and fixing program problems.

All software changes are made in a test environment and approved by the customer prior to implementation. Before moving to production, backups are made so that if a change must be backed out, it can be done quickly and reliably. All application changes are tracked and managed using the tools developed and provided by Oracle.

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