Ongoing support for EPI-USE Labs solutions

Client Central is our client engagement platform. We needed to find a way to scale globally and meet our clients where they are. And we found that ticketing systems didn't quite drive the client experience that we wanted to have with our clients. We've got very smart people, so we built a basic ticketing system that was the glue that binds our experience together. When you embark on a journey with EPI-USE Labs, you get signed up to Client Central. Client Central is the place where you come and you find the access to our tools and technology and documentation. If there are software defects or there's a service request or you just need to call a friend, it is the place you go to and it really is our client engagement vehicle. There's a very strong channel to actually just engage with clients, not just to push information out, but to actually have a two-way communication. Clients actually are asking us, Tell me more. I see there's another workspace or an area, let's say, a product that I don't yet have today, you can explore all the other products you might not have and actually find something that adds more value. One thing that we're looking to get more use of Client Central for is actually using it as a feedback vehicle, getting to more of the voice of the clients. So you can log a suggestion, have a product manager get back to you and say, Okay, let's have a discussion. The client experience for us remains paramount. So Client Central will always remain very fit for purpose, in terms of very lean and targeted. It doesn't mean that we haven't got innovative technology under the covers or waiting in the wings. We've been experimenting with generative AI and agents and like that we are busy testing ourselves and then thoughtfully making that available to our clients. So not just pushing out AI for AI's sake. Stay tuned. Come visit Client Central.

What can you expect?

Immediate attention to and resolution of critical issues, with 24-hour product support every working day.
24-hour access to Client Central – the EPI-USE Labs Support portal – to download latest releases for upgrades.
Related user documentation to download. All software and user manuals are available in English, with the option of German, French and Spanish for the most popular products.
The option to log tickets requesting assistance.
Online access to our team of experts worldwide, for support in English, French, German, Spanish, Italian, Korean, Afrikaans and Dutch.
Use of the Problem Solving Assistant to place on record the troublesome scenario and send it to the support personnel, enabling them to simulate your situation and resolve it quickly (with Data Sync Manager and Query Manager).
A framework to provide feedback and suggestions for enhancement.

Our clients’ feedback shapes our thinking. Your feedback goes directly to development leaders, who use it to ensure everything we offer, from products and skills to back-up service, meets the continually evolving needs of our clients.

When I have an issue I will log an incident or a request for information on the Client Central portal, and the responses have generally been very good.

Neil Wilson, HR Functions Transformation, Global Financial Institution

Client Central is a great place for knowledge base articles, videos, hints and tips.

Cristy Oliphant, SAP HR Payroll Support Manager, Subsea 7

There are huge benefits to having essentially a whole support team in EPI-USE Labs, which just didn’t make sense to have in-house.

Dean Finlayson, Corporate Application Development Lead, Isle of Wight Council

I love EPI-USE Labs! I have enjoyed working with them for years, both the support and the training is great.

Cindy Thomas, IT Technical Lead – HR, Jabil

The added value that EPI-USE Labs brought was the support of the team. The guys themselves are fantastic and very supportive.

SAP Solutions Manager, leading British energy retailer

The support desk has been outstanding – we get quick reaction times, and the consultant that was involved in our project was flexible and very talented!

Jan Huizinga, Technical consultant, Rabobank