Expertise Appian CST

Customization in New or Existing Appian Implementations

Through our over the years of experience hands-on working on multiple support models on Appian implementations, we are successful in quickly understanding the application, be it something designed and developed by your existing partner or in-house or be it something which we had implemented. This enables you to get new enhancements live quickly, without actually requiring the original engineering team to it.

Issue Prioritization & Resolution

Through our customer support team, working closely with customers, stakeholders and other business users - manages the priorities of different issues logged, expecting customer expectations, agreeing to the different service level agreements, and finally managing the internal support engineers - to ensure all reported issues are addressed and moved to the production systems well before deadline to avoid any future blockers.

Change Management & Versioning Control

Change Management & versioning control along with required audits is one of the key services every organisation looks for. This is one of the common asked service yet rarely fulfilled the way it should be because of its complexity to establish and maintain especially when it comes to Appian. Appcino with its multiple ready to use solutions and accelerators make it a lot easier for the support team - controls and audits the different Appian packages.

Strong Governance & Compliance

These policies ensure customer PII data and other sensitive information to be always encrypted and are never disclosed to any support team member at any given time. We strictly adhere to the international data protection and privacy laws such as GDPR, CCPA, etc. to ease out the working of business & reduce risk overhead and its associated cost penalties to the maximum.

Across the Globe

Working with multiple time zones - our support team interacts closely with customers to address their queries a lot faster, without letting customers wait for the support team to be back in the office making our support model completely customer location independent. This increases throughput and greatly increases customer satisfaction, taking our customer success and support to another level.

Monthly Performance Reviews

Monthly team performance reviews, performance metrics ensures team performance increases over time, thereby increasing productivity and team's throughput, performance reviews also provides a clear picture of item's performance over time and highlights which areas require improvements.

Reduced Cost

Reduced & optimized support cost with an offshore support team model or hybrid support model gets support quality at best standards along with following all the necessary compliances.

Best Support Team

Fully trained and certified support resources with production mindset capable of delivering excellent operational services, the team has years of experience in identifying and debugging issues which are critical for the system.

Flexible Capacity Model

This allows you to easily scale up or scale down support team(s) size and availability as per business needs, with support engineers readily available to be on-boarded on the system in minimal time thereby adding maximum business value for your organisation.

Frequently Asked Questions (FAQ’s)

Still some questions about our customer success and support services? Don’t worry, we understand this is a key and critical workstream for the success of any organisation & its customers.

Can I ensure production data is always accessed through my company network even from remote?

Yes, required VPN, remote tunnels can be established to ensure our support team is always in your network while working/dealing with production data/systems.

Do I need to have a support point of contact on-site or can it be 100% remote?

With required number of agreements signed, if you are still not convinced about security, there can always be a support point of contact on-site who acts as an intermediary contact - who then access live data on our behalf and perform required jobs there.

How can I ensure what my remote team is doing on system, what data they are shared with and how?

Can you provide support to people with relevant profile or experience?

How are daily tasks prioritised and managed remotely?

Daily scrums, weekly planning, sprint planning ensure to set the right priorities, and stay on top of the project support plan along with managing any blockers/queries, SLA adherence.

What business hours support teamwork?

How does support decide a ticket is a bug or enhancement?

What communication channels I can use to interact with the support team?

24x7 Support Services