Enterprise IT Application
Support & Management Services

Keeping up with the rapid changes in the dynamics of the marketplace are one of the greatest challenges for an enterprise. Mastering new approaches is critical to survival and driving business growth. Our ERP and CRM Consulting Services include business process re-engineering, project management, and unique software-to-solution mapping, system architecture & integration and product and process training. We are committed to offering these critical services, with a reduction of waste, without compromising in quality or problem management.

Application Help Desk Support

Organizations using large number of business applications face challenges with in-house management. As a result, there is an increase in the workload for IT departments. Therefore, Derex offers customized Level 0 and Level 1 Help Desk Support services, such as :

  • Help Desk call filtering, basic support and troubleshooting on
    • Password resets.
    • Printer configurations.
    • Execute Break/fix instructions based on knowledge base.

  • Hook & Distribute – Gathering and analyzing information about the user’s issue and determining the Ticket routing and escalation to Level1, Level 2 and Level 3 support
  • Escalation to IT applications support or calls for outside vendor maintenance
  • Knowledge based management & maintenance
  • MIS Reporting

Application Maintenance Support

Application maintenance support services include :

  • Applications monitoring
  • Log Review
  • Resolution of tickets received from Help Desk Teams to quickly mitigate any impacts and ensure that client’s services are restored as quickly as possible, including :
    • Break Fix - Incident Investigation, Troubleshooting, and Management.
    • Handling Configuration issues.
    • Software installations.
    • Patch management.
  • Problem Management, Root Cause Analysis (RCA) & resolution of recurring issues
  • Preventive and Proactive Maintenance and Support
  • Managing Request for Change (RFC) Implementations, Functional Uplift
  • Building of a knowledge base of known issues and their resolutions to support incidents with delivery mechanisms
  • Auditing
  • Application Enhancement & Customization

    In most of the organizations, there are still legacy applications, which are extensively used due to the complexities in retiring them. Such applications require enhancements or modifications to cater to output expectations from certain applications, such as a report or processed data being used in other applications.

    Our expertise in both programming languages (C, C++, Pro*C etc.) and tools / platforms used in developing and maintaining such client-server applications, has helped our customers to support and modify (if required in lieu of new business requirements) such legacy applications. Our structured methodologies and proven IT processes reduce complexity, risks and costs associated with such development efforts.

    There are numerous applications/products available for CRM or ERP markets. Despite the maturity of these “off-the-shelf products, when implemented in any environments, they are customized to suit business needs.

    Every business is subject to change and has a need for continuous improvements of their processes & products to stay competitive. The IT infrastructure & applications catering to such business requirements also must be enhanced to meet the demands of the business. With such change in business needs, already customized third party applications demands further customization or modifications to suit new requirements.

    DEREX development team has successfully undertaken and delivered on specific module development projects for SAP, Microsoft CRM solutions. DEREX has also helped customers by offering Techno Functional expertise for managing their in house projects on enhancement or customizations of variety complex solutions such as :

  • Banking solutions products—Murex, Finacle or Sunguard
  • ERP or CRM products-SAP, PeopleSoft, Navision
  • BI Solutions