SELISE provides comprehensive technical monitoring and support specifically for ViCAFE‘s ERP system and backend integration support for the e-shop with the ERP. Our dedicated team proactively oversees the health and functionality of their digital ecosystem, ensuring seamless online sales, efficient order processing, and the overall stability of their critical business applications.
Key Features:
Proactive System Monitoring and Health Checks: Continuously monitors ViCAFE‘s ERP system and its connected systems, including the e-shop, Loyalty app, and POS, to ensure all components are online and functioning correctly. This includes regular checks to identify and address potential issues before they impact operations, similar to our approach with OrderMonkey’s kiosks and POS systems.
Efficient Incident Management: Handles all support requests from clients via various channels (Emails, and for emergency support through calls, WhatsApp, and SELISE Support) by creating and updating tickets on Azure DevOps/GitHub. This involves a thorough investigation to identify the root cause (network, hardware, or software) and resolving incidents through remote reboots or guidance for onsite staff.
E-shop and ERP System Support: Provides support for the various integrated functionalities of the e-shop with the ERP system, including order placement, product catalogue management, invoicing, and report generation. We also ensure smooth operation and address any technical challenges that may arise.
Data Synchronisation Monitoring: Monitors the seamless flow of data between the e-shop, the ERP system, and the customer database, ensuring accurate and up-to-date information across all platforms, akin to how we manage data synchronisation for OrderMonkey’s back-office systems.
Coordination for Complex Issues: Collaborates with development teams to address any complex technical issues or bugs within the e-shop or ERP system that require code-level modifications or in-depth investigation.
Regular System Status Updates: Provides ViCAFE with regular updates on the health and performance of their integrated system, ensuring transparency and proactive communication regarding any potential issues or maintenance activities.
Outcome:
Our comprehensive technical monitoring and support, including efficient incident management, ensures the continuous and reliable operation of ViCAFE‘s online sales platform and critical business systems. By proactively monitoring their digital infrastructure, swiftly addressing and resolving technical incidents, and ensuring seamless data flow, we empower ViCAFE to focus on delivering their premium coffee products and exceptional customer experiences without being hindered by technical complexities. This approach mirrors our commitment to maintaining the operational stability and efficiency of OrderMonkey’s service delivery.
