Thursday, 13 July 2017 03:45

Infor builds Concierge customer portal

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Infor Concierge, available at no extra charge to customers on maintenance contracts or using SaaS, provides a self-service portal to various aspects of Infor products and services.

Infor Concierge provides one-stop access to current licences, renewal dates and fees; updates on support incidents; quick views and voting on product enhancements; dates and information on product-specific education classes and webinars; and all product documentation.

Concierge's design was influenced by the Infor Customer Experience Board, said chief customer officer Mary Trick (pictured).

It requires just "one login, one password to access all this content", she said.

Infor Concierge was developed using Infor's Ming.le collaboration system, allowing role-based, personalisable pages with widgets that display information from various sources. Thirteen Concierge widgets are part of the first release, with more planned, Trick said.

Personalisation means every user can set up their their home screens to display the most relevant information, while role-based security allows organisations to restrict access to certain information.

Concierge also allows users to connect with their peers in Infor Communities, or email or call designated Infor contacts from within the application.

Infor Concierge 1

Infor Concierge 2

"Infor wants to make sure that we are the easiest enterprise software provider to work with when it comes to understanding all aspects of an organisation's interactions with Infor. Giving our customers access to this kind of information allows them to resolve business issues faster and get the information they need and want at any time, without having to deal with multiple calls and emails," said Trick.

"Our company understands that every organisation is unique, and so are their business needs. We spent time listening to our customers across multiple industries to understand the kind of real-time, always-on customer service they expect from a technology partner. All of that research is reflected in Infor Concierge."

Disclosure: The writer attended Inforum 2017 as a guest of the company.

Photo: Lew Kai Ping.

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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