Production Support
Services

After successful EDI implementations with your trading partners, we can help you perform the day-to-day activities that are necessary in order to achieve your service level agreements. In fact, we will show you how to make your EDI implementations more self-managing, so that they can alert you in the event of an issue (rather than having your partners alert you long after an error or other issue occurs).

EDI/B2B integration can be costly and complex. Monitoring, managing, and maintaining an EDI integration environment requires investment in specialized technologies and skill sets. EDI implementations typically need to integrate with both legacy and next-generation technologies across the extended trading partner ecosystem, from paper and fax to EDI and APIs.

Once your EDI/B2B solution has been successfully implemented, we can help support it for you by providing resource augmentation, mentoring in-house staff on how to better manage it, or even assist with day-to-day support and issue resolution while key resources are on vacation, maternity leave, or assigned to other projects for an extended amount of time.  Time frames for such scenarios can range from a duration of two weeks to two years or more.

There are many additional ways that we can help make the most of your solution, including—

  • Recommending best practices
  • Implementing appropriate performance tuning measures
  • Monitoring and issue resolution
  • Global trading partner support
  • Mentoring in-house teams so that they have the confidence to help get the most out of your investment

There is nothing more rewarding to us than recognition for the confidence that in-house staffs gain from our time with them, while sharing key lessons learned from other implementations.

Typical production support responsibilities include:
  • Interfacing directly with clients and trading partners on issues and new requirements
  • Fielding tickets and calls related to the EDI implementation
  • Obtaining feedback on an ongoing basis while developing solutions for clients to ensure that expectations are met or exceeded
  • Resolving issues in a timely manner while providing clear communication
  • Providing day-to-day operational support while proactively identifying issues and providing recommendations
  • Clearly communicating issue status with all stakeholders
  • A willingness and ability to interact with all levels of management, staff, and trading partners

An EDI managed service scenario can be used to augment B2B operations with a trusted, experienced partner in order to accelerate time to value and reduce cost.  EDI managed services provide the expertise, process support, and technical infrastructure to meet current and future integration needs, while offering seamless integration with different middleware applications and enterprise applications.  A managed service relationship may involve some of the following—

  • Daily Production Support
  • Automated visibility and proactive alerting
  • Trading partner onboarding
  • System integration
  • Trading partner community collaboration
  • Project/program management
  • Data integration, mapping, and translation services

Unique skills, honed through years of industry experience, include—

  • An understanding of various development methodologies
  • The ability to work with a diverse trading partner community
  • An ability to multi-task and integrate seamlessly in a short amount of time
  • Motivated, self-starter
  • Excellent problem-solving skills developed during many years of hands-on industry experience
  • Energetic interpersonal skills
  • Decision-making based on in-depth experience
  • An ability to prioritize industry-specific tasks
  • Strong communication skills
  • Willing to work effectively individually or as a member of a team
  • Very pragmatic team player

We are eager to assist with your unique requirements.