With more than 500 requests created in the myCOD portal, HAULOTTE can certainly talk about the strengths of Authentic’s support service. Frédéric Beickert explains how myCOD support has perfectly fitted into HAULOTTE’s global IT support system.

How long have you been working with Authentic?

Frédéric BEICKERT : Since March 2016.

What types of requests do you entrust to Authentic through the myCOD portal ?

Frédéric BEICKERT :

For business-related issues, our support service in Romania handles level 1 and 2 incidents. When they don’t know how to answer, they escalate the requests to Authentic via myCOD, which ensures the level 3 support. The IT team at head office calls on myCOD for program customization requests.

What do you think are the strengths of myCOD?

Frédéric BEICKERT : We can make requests for any need, on any subject, even to ask for a consultant on site. This saves a lot of administrative time.

We have also managed a few projects entirely in myCOD. myCOD consultants have been of great help for instance to customize programs prior to the M3 go-live of our subsidiary in the United States, or during the implementation of factoring in France.

Billing by the time spent, with a quarter-hourly breakdown, is also one of the great strengths of the myCOD system.

What terms would best define Authentic’s myCOD service?

Frédéric BEICKERT : Flexibility and expertise.