SER Group expands customer and managed services portfolio

Complex IT infrastructures, rising demands on storage space, functionality, security and efficiency, and limited IT resources under growing pressure: this combination of factors is driving an unprecedented surge in the popularity of managed services solutions.

SER’s customers have been quick to recognize the benefits. Growing numbers are handing over the provisioning, maintenance and administration of their Doxis4 enterprise content management solution to SER and benefiting from the company’s longstanding vendor expertise.

Now the SER Group has added flexible system, support and mentoring services to its managed services portfolio, marking a significant expansion of its offerings in recent months. The services offer customers comprehensive assistance with operating their Doxis4 solution to free up internal resources for other IT tasks.

“While our customers concentrate on their core business and relieve the load on IT, we make sure that their Doxis4 platform runs around the clock. We do this through thick and thin. Like now, for example, throughout the COVID-19 crisis, where all eyes are on remote work and ensuring business continuity. We help our customers’ system administrators with everything from fully customized system monitoring for Doxis4 up to a full-service package that includes support and hosting for their environment. It means our customers can focus more on managing their strategic challenges,” says Philipp Gunzer, Vice President of Managed & Customer Services. Gunzer has been working to expand the SER portfolio since the start of this year.

SER’s customers individually and flexibly choose services from the new Managed SERvices catalog

For instance, SER can take over the administration of Doxis4 solutions, perform checks, install updates, report back to the customer and deliver an all-inclusive, hassle-free package. SER’s support offering covers everything from individually defined regular health checks to extended support times, e.g. on weekends, up to 24/7 support.

“We know how important it is for our international customers who operate in multiple time zones to have support around the clock. The response times are just as flexible as the service times. SER customers are able to decide according to their needs how quickly their requests should be answered: A response time of eight hours is guaranteed for each SER customer. This may be shortened to two hours or even less,” explains Henning Grobe, the new Product Service Manager.

The SER Group’s Doxis4 experts will continue to provide mentoring services to equip customer administrators with the knowledge to look after their Doxis4 systems independently. 

A binding service level agreement provides a clear breakdown of the scope of the system, support and mentoring services selected by the customer. The SER managed services pricing model is flexible and transparent — a defined service for a defined price. Cost planning is simpler than ever.

To find out more about managed services for ECM and intelligent information management, click here.