Stable operation for finance and business systems

For every ERP we implement, our Customer Success Team takes over after the first month-end close, under a support contract. The service desk also takes on systems another partner implemented, and Eric Jean is your contact for it. We reply within 24 hours, and within two hours in the fastest service level.

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Routed by the desk

Our responsibility does not end after implementation

Service desk for finance and business systems Eric Jean is your contact for the service desk, the central point for every question about your finance and business systems.

Incident, change and release management Faults, change requests and releases all run through the service desk, which classifies each one and passes it to the right team of experts.

Technical support for ERP, EPM and integration solutions A question about a posting, a report or an interface goes to someone who knows the ERP, the EPM platform or the integration it concerns.

Continuous optimization and further development of your existing systems The service desk takes your change and enhancement requests and develops the existing systems further while they run.

What our support takes off your finance team

An ERP has to work on the day of the close, during the audit and in the months when the company grows fastest. The service desk is set up for those times, with fixed contact persons and a defined escalation path.

Stable operation
With clear contact persons, we ensure that your systems are stable and that problems are solved quickly.

Close cooperation with Finance, IT and Management
Many faults sit between finance and IT, in an interface or a script, so we work with both and agree the priority with management.

Relieved finance teams
Our support reduces the operational workload in your finance department.

Reduced risk
Vendor updates are checked against your setup before they reach your live system, and interfaces are monitored, so a failed sync shows up early.

Continuous further development
New entities, products or reports are built into the live system as the company changes, scoped and estimated with you first.

Companies that work with us

Typical application scenarios

Operation of complex ERP and EPM landscapes One service desk takes issues for ERP, EPM, integrations and connected applications, whether Cloudmaven implemented them or not.

International organizations with several companies Faults and requests from every company in the group arrive at one desk and are prioritized transparently.

High requirements for closing and audit security In close and audit weeks, tickets that block a posting, a reconciliation or a request from your auditors go to the front of the queue.

Growth phases with increasing system load When transaction volumes rise or a new entity is added, we find the scripts and interfaces that slow the system down and tune or merge them.

Handover from project to line operation The project team stays until the first month-end close in the new system is signed off. Then the Customer Success Team takes over under a support contract, on every ERP we implement.

Your central service desk

Our Service Desk is your central point of contact for your concerns and technical questions. It receives problems and inquiries, classifies them and ensures that they are processed efficiently or forwarded to the right teams of experts.

With our continuous support approach, we support you with clear processes, fast response times and technical expertise.

Service desk

Finance

Management

Problems and inquiries

Stable operation

Finance and business systems

Finance

Management

Problems and inquiries

Service desk

Stable operation

Finance and business systems

Central functions at a glance

SLA-based support

Your team

Central Service Desk

Your live system

User support & training

Application support

Incident & problem management

Change & enhancement requests

Release & update support

Monitoring & operational stability

Your team

User support & training

Application support

Central Service Desk

Incident & problem management

Change & enhancement requests

Release & update support

Monitoring & operational stability

Your live system

SLA-based support

Central Service Desk One point of contact for every question and fault. Each request is recorded, classified and passed to the team that can solve it.

Incident & problem management Incidents are fixed first. Faults that keep coming back are traced to their cause and removed, so they do not return at the next close.

Application support Questions about how to do something in the ERP, EPM or a connected application are answered by consultants who know your configuration.

Change & enhancement requests New fields, reports, workflows or entities are scoped and estimated with you, then built in your live system after your approval.

Release & update support Vendor releases are checked against your customizations and integrations, so you know before an update what it touches.

Monitoring & operational stability Interfaces, scheduled scripts and data flows are monitored, so a failed sync is found early. Round-the-clock monitoring is available as a booked service.

User support & training Your team gets answers to day-to-day questions, and training when new people join or a process changes.

SLA-based support Response times and the scope of support are set in your support agreement. Support around the clock can be booked as an additional service.

Customer Testimonials

Martin Hoffmann
CFO and Co-CEO, ON

This tool is so valuable to us that its benefits can hardly be expressed in figures. It saves an enormous amount of time and energy and, in financial terms, represents precisely the freedom we want to give our employees in their day-to-day work.

FAQs

How does Cloudmaven ensure fast response times for critical incidents?

Every ticket gets a priority when it arrives, and anything that stops a close or an audit goes first, with a defined escalation path and fixed contact persons. We reply within 24 hours, and within two hours in the fastest service level.

Does Cloudmaven also support changes and further developments during operation?

Yes. The service desk takes change and enhancement requests and develops your existing systems further.

Which systems does the Cloudmaven Service Desk support?

The Service Desk supports ERP, EPM, integration and connected finance and business applications, regardless of whether they were implemented by Cloudmaven or not.

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