Mark Davison at Inforum 2017 in New York – Giving more autonomy to its customers, Infor has launched Concierge, a powerful self-service tool that simplifies access to important sites, content, and resources within Infor.
Infor Concierge is intuitive, with a modern look and feel and is available 24 x 7 for no additional fee to all customers who are on a current Infor Maintenance or Subscription contract.
“Concierge is your one place to go from now on,” Mary Trick, chief customer officer at Infor, told delegates. “This is now your tool.”
Developed in partnership with the Infor Customer Experience Board, a global board of customers representing multiple products who work closely with Infor to deliver Customer Experience improvements, this tool provides Infor customers with access to updates on support incidents, quick views and voting on product enhancements, dates and information on product-specific education classes and webinars, and one place to find all product documentation.
By having customers weigh in on design specification, development, testing and approvals, Infor was able to infuse the voice of the customer directly into Infor Concierge.
Infor Concierge was developed using Infor Ming.le which provides role-based home pages with widgets that display information from multiple ERP systems all in one place. Every user can personalise their home screen, have instant access to information about their Infor services and solutions at any time, and control exactly who within the organisation can view what information. In addition, users can connect with other users in Infor Communities and email or call designated Infor contacts from within the application.
“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,” Trick says. “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.
“Our company understands that every organisation is unique, and so are their business needs,” she adds. “We spent time listening to our customers across multiple industries to understand the kind of realtime, always on customer service they expect from a technology partner. All of that research is reflected in Infor Concierge.”