At Emerio, we formulate the support strong models by first understanding the scope––its breadth and depth. We then combine this understanding with our prior successful experience to generate a support model tailored for our clients. 

The breadth of the scope covers the list of applications and systems that need to be supported or maintained, while the depth of the scope covers areas like acknowledgement, qualification, troubleshooting, resolution, performance and availability, monitoring, administration, code fixing, enhancements, customization etc.

Successful outsourcing is provided through:

  • Proven Project Management methodologies and proven processes
  • Converting customer expectations into measurable deliverables / service levels (Service Level Agreements – SLA)
  • Choosing and executing the appropriate cost saving model of “right-shoring”
  • Adopting the right Client Engagement model

Familiarization/Transition Phase

Our emphasis is to plan a sound transition phases, a complete transition is vital for a successful support and operations delivery. Our over all program includes transition of support and operations which is critical to the daily working with our clients. The due familiarization/transition of services from current support team must be conducted without disrupting service to the end user communities. To achieve this goal, Emerio will do the activity and work closely with client to plan and execute the plan that provides a seamless transfer of responsibility, while remaining cognizant of customer needs and potential pitfalls.
Quality Assurance

Emerio has developed Software Quality Assurance policies, procedures, process, forms and tools in conformance with ISO 9001 standard. These elements have been created in conjunction with a program of Singapore Productivity Standards Boards (PSB), now known as SPRINT - The Standards, Productivity, and Innovation Board. The guidance of SPRINT and its team of consultants and experts have given growth set of policies and procedures now used within Emerio, and used at client engagement to assure quality of delivery.
Report Management

Report Management represents all activities and technologies with the goal of providing proactive, insightful and meaningful management information. Emerio will routinely make various reporting efforts each day, week, month and year. All functions within the services will produce management information for use by Emerio Program Management Office and Client. Standardized and (if applicable) automated routine reports will be joined by complete ad-hoc reporting capability to assure needed management information is easily available. Customer Survey reports will be conducted on either an adhoc or periodic basis depending on the requirements of the Service Level Agreements.