AnswerOn Selects Instant Access from WCI Consulting as their On-Demand Support, Training and Consulting Provider for SAP BusinessObjects

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Following an upgrade of SAP BusinessObjects 3.1 to 4.0 with the help of WCI Consulting, a business intelligence (BI) and datawarehouse consulting firm, AnswerOn saw a need for ongoing support and training for the end users of the software. After evaluating various solutions, AnswerOn chose to go with Instant Access since it provided on-demand technical support from knowledge consultants as well as an opportunity to engage in further online training sessions.

Through Instant Access, WCI Consulting resolved small issues that would have taken hours to figure out on our own.

AnswerOn, a marketing consulting firm focused on increasing customer satisfaction and reducing churn rate for clients, recently went through the process of upgrading SAP BusinessObjects 3.1 to version 4.0. Throughout the upgrade AnswerOn received technical support services from WCI Consulting who were on-site for the majority of the engagement. The upgrade was a success and all major obstacles were overcome, however there were many minor ‘how-to’ questions that didn’t warrant the attention of the on-site consultants.

Darrell Holladay, A Business Analyst from AnswerOn had noticed that there was a growing need to address these minor ongoing issues and searching online wasn’t a good spend of company resources. “I knew there were more efficient ways to accomplish what I wanted since it was time consuming, not to mention frustrating, to explore forums and search Google till a solution to a minor concern was found,” said Holladay.

After evaluating options to resolve the ongoing technical questions, AnswerOn decided to implement Instant Access – an on-demand offering from WCI Consulting that provides problem resolution through both online BI support and training. After several months of use the highlights for AnswerOn were: the rapid response to even the most complex questions, the extensive knowledge of the consultants, the detailed answers provided, and the convenience of accessing the solution at the end users’ point of need. “We’ve all been really impressed, it’s very simple to use. All you do is open Instant Access, type in your question and a minute later someone is giving you an answer,” noted Holladay.

While installing a service patch for the SAP BusinessObjects 4.0 upgrade, AnswerOn turned to Instant Access to get the steps needed for implementing the solution successfully. “The instructions were super detailed and walked us through the best practices to get up to date on the latest service patch. Even my wife who doesn’t know SAP Business Objects could have followed the instructions,” said Holladay. “Nothing but good experiences so far, all the questions get answered quickly and a reply is sent within the hour.”

Unlike traditional support models, Instant Access provided AnswerOn with real-time problem resolution while its users were in the midst of completing a task. For AnswerOn, addressing technical support issues while they’re top of mind has resulted in improved departmental efficiency and increased end user adoption. “Through Instant Access, WCI Consulting resolved small issues that would have taken hours to figure out on our own,” said Holladay. “They have helped us understand the details and now we know what to do the next time a big update comes out.”

For more information about how AnswerOn is using Instant Access from WCI Consulting, visit http://www.instantaccessbi.com/case_studies/answeron.html.

For more information about AnswerOn, visit http://answeron.com/.

About Instant Access from WCI Consulting:
Backed by the business intelligence experts at WCI Consulting, Instant Access has evolved out of WCI’s 13 years of experience in assisting BI customers with the challenge of getting data to decision makers. Instant Access provides affordable BI consulting, training and support that results in enhanced end user adoption and increased productivity.

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Margarita Orlov
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