Services for Success
We are extremely committed to the long-term success of every customer. We make sure you get up and running fast and provide access to world-class support, consulting, and training. We’re also here to provide proactive guidance to help you meet your business goals and maximize value.
98% customer retention says a lot
Services Overview
Get up and running fast
From setup and solution design to integration and go-live, our global professional services team and our partner ecosystem is ready to take on any challenge. With structured project management and a proven deployment framework they are passionate about delivering success and have a stellar track-record.
Ivalua’s main service offerings include:
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Project Implementation w/ Partners
- Product Expertise
- Solution Design
- Solution Configuration
- Integration
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Customer Training
- eLearning Portal – The Ivalua Academy
- Customer Administration and Configuration Course
- Process & Technology Certification
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Customer Support & Maintenance
- Level 1, 2 and 3 Support with global coverage
- Customer ticketing portal
- Multilanguage users, suppliers & admin support
- Questions, defects, enhancements, upgrades
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Customer Success
- Advisory & Consulting
- KPI monitoring & tracking
- User Groups
- Benchmarking by industry
Achieve success with our trusted and certified implementation partners. Ivalua’s Professional Services and Customer Success teams stay closely involved and help to ensure delivery and ongoing success of projects.
Customer Support
After go-live, we have you covered
We’re here to help once you go live. Our skilled and experienced global support team is focused on understanding and resolving any issues that may come up. They work closely with customers, partners and Ivalua R&D to provide rapid solutions, enhancements, recommendations and much more.
Phone, email and online support is available to end users, administrators and suppliers in multiple languages across three main regional support centers in North America, France and India.
We offer different categories of support:
Global Helpdesk
Level 1 support for end-users (including suppliers) that have login credentials
Dedicated Technical Support
Provides technical assistance to administrators (e.g., support for analysis, troubleshooting, UAT, etc)
Maintenance
Level 3 support for standard software and specific customer application (Defect requests, Maintenance releases / Upgrades, Specific Enhancement Requests)
- Available around the clock, in multiple languages through our regional hubs
- Phone and email support for end users, administrators and suppliers
- Ticketing portal for submission, tracking and management of customer inquiries and issues.
Customer Success
Realize and enhance value
Our Customer Success team is dedicated to ensuring that all customers generate value from their investment in Ivalua. This team of seasoned experts is here to help realize and enhance business value from day one and on an ongoing basis.
Our approach is to
- Provide a personalized communication channel during and post deployment
- Assign a dedicated customer success manager for your full subscription term
- Define and measure your key business goals and related performance indicators
- Help you achieve fast ROI using Ivalua, partner or peer best practices
- Position you and your team for success within your organization
