In a recent Total Economic Impact Assessment we completed at a major global financial services institution we found that over 420 of its employees were directly tasked with managing and supporting legacy software and infrastructure that delivered business applications! What's the cost of continuining to do this? Add to this 11 or more individual annual support contracts, upgrades, patching and all of the associated regression and integration testing put the costs into nightmare territories. Suffice it to say the business case underwriting a need for change was beyond proven. It was shattering!
I just love how our technology is being used by companies big and small. It is helping accountants manage their clients and the hassle of hard-stops twice a year. The same software framework is helping a brewery keep track of beer barrels. The same software is helping a financial services business pay commissions to its dedicated staff in hours; not weeks and months! It is helping builders manage the constant creep of projects and requirements whilst they are on site and bringing their customers straight into the authorisation and approvals process for in-flight changes significantly reducing time, expense and frustration. I'm constantly amazed how our clients innovate and apply their business needs and processes through our solution. Everyday something cool is done that makes a business better!
Trivaeo started out focused on directly selling and implementing our technology on a client by client basis meeting their needs individually. That developed over time to a set of 'Trivaeo Solution Packs' that represented very common sets of enterprise needs at various levels of functionality and capability. Some of our clients were so excited by how Trivaeo accelerated their business that they wanted to be able to offer the solution they had created or packaged directly to their own industry sector. The ability for specialists in industry to package and release application modules from Trivaeo with a keen geographical or industry vertical focus was realised in the CloudWorksIT affiliate partner program.
This represents the service level we continually strive to offer all clients on Trivaeocloud and CloudWorksIT. Trivaeo is the 'operator' for both platform instances and they are both 'identical' in nature; with TrivaeoCloud being 'solutions' focused and CloudWorksIT being 'applications and packaged applications' focused. Our response rates and fix times are typically half that of major CRM and ERP vendors in our industry. This is the benchmark we use to make sure that our services are seen, recognised and acknowledged as the best in the industry.
In some cases our clients require different service levels. In this case we agree a customised service level agreement. These are typically charged extra for and form part of the solution/application monthly fees as agreed. The amount we charge for enhanced service levels is totally dependent on the service levels required and any 'penalties' expressed in the service level agreement.
These enhanced service level agreements may include alternative channels for creating service requests including self-service help-desk access, telephone support or others as defined in the agreement.