Following Amplifi’s implementation work, the solution was seamlessly transferred from Amplifi’s Delivery team to the Amplifi Support Services team. The continuity this has allowed means the wholesale distributor benefits from having a reassuring partner to provide advice on changes and updates to their internal data experts, with deep knowledge of what is a complex solution, that is key to their overall data landscape.
Our ongoing support work spans from the every-day support and maintenance of the system, to enhancements and upgrades of the unique STEP instance. Amplifi’s value-add as a support partner ensures the distributor is making the right decisions for their solution and following the correct processes.
Everyday support
Advisory Support: The Support Services team acts as a trusted advisor, helping the distributor’s internal team navigate the complexities of their system. This partnership reassures the internal team that they are implementing the right changes and updates, ensuring the solution remains effective and aligned with business goals.
Consistency and Familiarity: Our support team manages day-to-day issues, ensuring efficiency and responsiveness. Senior experts from the original implementation remain available to provide oversight and guidance when needed. This approach ensures continuity of knowledge and a dependable support structure, combining familiarity with efficient service.
Effective Issue Management: The Support Services team is equipped to handle any issues or service requests that arise, with Service Level Agreements (SLAs) in place. These SLAs provide the distributor with peace of mind, knowing that their issues will be addressed promptly and efficiently, ensuring minimal disruption to their operations.
Trusted partnership for their unique solution
Amplifi’s Support Services team plays a crucial role as an intermediary between the distributor and Stibo Systems, ensuring effective communication and efficient resolution of any issues related to the core platform.
The distributor values having a "security blanket" in the form of a reliable support system. Through Amplifi, they have a team that can articulate issues properly to Stibo Systems and someone in their corner who fully understands their solution. This trusted partnership enables open conversations and collaborative problem-solving, ensuring that the distributor can get to the bottom of what’s best for their business.
The Support Services team liaises directly with Stibo Systems, providing an additional escalation route. This ensures that any core platform questions or issues are dealt with promptly and efficiently, maximizing the effectiveness of the support process.
Our team is well-versed in the distributor’s unique and specific configuration. Our deep understanding allows us to articulate arising needs clearly and accurately to Stibo Systems, facilitating smooth and timely resolutions. By familiarly conveying the intricacies of their setup, we ensure that Stibo Systems are armed with a full understanding of the context and requirements for our client.
Getting the most out of STEP investment
Amplifi’s Support Services team ensures that they get the most out of their investment by providing ongoing advisory services and evolving with their needs. We serve as advisors for the distributor on initiatives that leverage STEP data, such as catalog production. By guiding them on how to best use their data, we help them maximise the value derived from their PIM solution.
STEP, being a highly flexible core tool, requires knowledgeable configuration to be used effectively. The expertise provided by our support team is crucial, allowing the distributor to configure STEP confidently and optimally. This expert guidance ensures that the tool is used to its full potential, supporting their operational needs and strategic goals.
Many organizations risk stagnation without the necessary in-house skills to adapt and grow. Our team ensures that distributor’s solution evolves alongside their changing business drivers. We continually adapt and optimise the system, helping them stay ahead of the curve and fully capitalise on their investment.
Upgrade assistance
Amplifi’s Support Services team provides comprehensive assistance to the distributor for future upgrades and infrastructure migration activities, ensuring seamless transitions and continued optimization of their PIM solution.
Future Upgrades and Migration: We advise the distributor on future upgrades and infrastructure migration activities, ensuring they are well-prepared for any changes and can take full advantage of new features and improvements.
Upgrade Support: Our team supports the distributor through specific upgrade processes, such as migrating from SaaS v1 to SaaS v2. This includes planning, execution, and troubleshooting to ensure a smooth transition with minimal disruption to their operations.
Ongoing Support for Quarterly Upgrades: With the upcoming STEP SaaS quarterly upgrades, Amplifi’s team will provide support from the outset and throughout the upgrade process. This proactive approach ensures that the distributor remains up-to-date with the latest advancements and enhancements, maintaining optimal performance and functionality.
Complete change requests
Amplifi’s Support Services team provides essential support for both small and large change requests, ensuring that their solution continues to evolve and improve.
Small Change Requests: We handle small change requests (non-project) to ensure that the solution continuously moves forward. This proactive approach keeps the system up-to-date and aligned with the distributor’s evolving needs.
Larger Change Requests: For larger change requests, we complete all or elements of the work via the support function as part of broader projects. This includes helping with release planning, introducing a cycle and cadence, and formalizing the change rollout process. By their own admission, the distributor’s change process was fairly basic before. We have implemented templates for change management, release, and approval processes, enhancing overall governance and control.
Overall, the support offered by Amplifi’s team has been invaluable to the distributor for a number of years and we’ve fostered a brilliant working relationship between our teams. A spokesperson for the distributor commented: “Having Amplifi as a support partner has been invaluable. The team’s expertise and deep understanding of our business and infrastructure, especially understanding our unique build, alongside their continuity of service means they’re more than able to meet our needs for ongoing change and platform support.”
Looking for a team to support you with your current MDM implementation? We’re here and happy to help – reach out on our contact form and we’ll get you in touch with our Support Consultants to see how we can support your unique requirements, or download our services offering for MDM & PIM support in the guide below.
You can learn more about Amplifi and Stibo System’s partnership in our guide here: Taking the Next STEP with Stibo Systems and Amplifi.
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