Recession sharpens demand for Oxygen’s remote services
Oxygen’s Melbourne-based General Manager of Operations, Clive Ewin, says that as the recession bites larger SAP users are acknowledging that maintaining in-house resources for individual SAP module or functional area support is an expensive luxury – particularly since in-house resources tend to self-generate work.
“Our user pays support approach is very attractive in this climate,” Ewin says. “It means, for example, that if you need one third of a finance resource then we can provide that and you only pay for what you need.
“We also make the point that this service comes without compromising surety in Support delivery as we adhere to the most rigorous industry standards backed by Service Level Agreements (SLA), sophisticated reporting, and the capacity and capability of one of Australia and New Zealand’s largest specialist SAP services companies.
There’s also the ‘your language and your time zone issue’, Ewin says.
“We call our Auckland-based remote service our ‘near shore’ option, compared to ‘far shore’ options operating out of India or Asia. The hourly rate will be less than an Australia-based service, and the resolution time will be second to none. Moreover, fixes and enhancements are completed to a high standard by people with rich experience in the Australian market, working closely with Oxygen’s consulting and service people on the ground at offices around Australia.”
Ewin says that Oxygen has acquired eight new clients in the past six months on the basis of this proposition. In each new engagement, the driver for change has either been the realisation that the in-house resource no longer makes good business sense, or that the remote service provider has been far shore and providing unsatisfactory levels of service and problem resolution. On some occasions a local remote service provider has sub-contracted to far shore resources without the customer’s knowledge or consent.
“The bottom line with our remote services is simply the promise that the service will be of the highest quality, be reasonably priced, be delivered by people who speak your language in your time zone, be flexible and based on the ‘pay only what you need and use’ principle. With Oxygen, you also get to benefit from all the work we’re doing for other clients across Australia and New Zealand, leveraging our experience gained from enhancing and optimising SAP for customers across a wide range of industries and using the full capacity of SAP,” Clive Ewin said.
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