Rootstock Software adds ERP Managed Service

Rootstock Software has announced the launch of a new suite of managed services to help customers manage their ERP installations. The service was developed and brought to market following the recent acquisition of Praxis. Praxis offered a suite of managed services around Salesforce and Rootstock.

The new service is a natural iteration of the Praxis Service that assisted customers with user adoption, system performance. They helped drive long-term customer success for clients. Rootstock has evolved the service and brought it to market by combining it with its own expertise.

Looking after an ERP does not always align with the priorities and skill sets within manufacturing firms. The new managed services aim to remove that distraction and offer an administrative capability that ensures the ERP runs optimally for the customer.

The Rootstock team, as experts, can create and maintain a high-performing ERP environment, and the firm no longer needs to invest in software expertise that can distract them from their core mission.

Rick Berger, CEO of Rootstock. “The launch of Managed Services strengthens our commitment to supporting customers that have various levels of service needs across the ERP lifecycle.

“Many manufacturers and distributors operate with streamlined teams, and this new offering gives them a dedicated group of Rootstock experts to run, maintain, and optimize their system day in and day out. With the expertise we gained through the Praxis acquisition, we’re able to bring this offering forward faster and with exceptional depth.”

What are the available Services

Rootstock now offers four service tiers for customers to choose from. Customers can select multiple tiers to create a customised service that meets their specific requirements. The tiers, which include services previously offered, provide a comprehensive mix that Rootstock already has early adopters onboarding.

Support services

Standard Success: Assistance with product questions and issues from a team of Technical Support Engineers. Access to Rootstock’s Knowledge Centre and online community. A named account manager who conducts an annual business review for strategic planning.

Platinum Success: Contains the same services as standard but offers more dedicated support contacts and faster response times. It includes a Technical Account Manager as a trusted advisor, with frequent reviews to support strategic and operational needs.

The support services are available 0600 – 1700 PST for North America, 0800-1700 CET for European customers and 0900-1800 IST in Asia.

Professional Services

Professional Services: Divided into three offerings which help customers with ERP implementation and optimisation.

• QuickStart for Growth assists customers with a highly customer-driven, streamlined implementation that leverages the user-friendly configuration wizard and industry-best practices to automate setup based on your company’s business data.
• Standard offers a more traditional phased implementation approach with hands-on support from the Rootstock professional services team.
• Enterprise is a premium implementation for larger customers, offering a white-glove implementation approach.

Managed Services

Managed Services is the new service that provides a dedicated team to run, maintain, and optimise Rootstock ERP, enabling internal teams to stay focused on the business. It includes:

• Daily System Administration: Includes user and security management, configuration updates, maintenance, data monitoring, and data cleanup.
• Operational Management: Root cause investigation for configuration or process issues, the application of Rootstock best practices if appropriate and the setup of integrations and peripheral workflows.
• Continuous Improvements: Seek to identify applicable optimisations and, when approved, implement them.
• Upgrade and Release Management: Preparation for new releases, management of configuration changes and assisting with the smooth rollout of changes following updates.

An engagement may include on-site visits, though this is mainly for annual business reviews.

A deeper look

Caroline Marty, SVP of Global Professional Services & Enablement at Rootstock. Commented, “With the ongoing labor shortage in manufacturing, many product companies are optimizing staff and looking to technology vendors to help manage modern ERP solutions.

“With the Managed Services offering, customers gain immediate access to skilled specialists who understand both the Rootstock platform and the operational needs of product companies. Our team will provide ERP stewardship and continuous tuning, ensuring the solution keeps pace with the customer’s changing needs.

“In doing so, we operate as a seamless extension of their organization and extend the value of ERP long after implementation.”

The service is initially available only in North America. Enterprise Times also asked Marty some questions about the new service, and about the support hours for Managed Services. She responded, “Managed Services availability will align with Customer Support hours, but it could be extended with a superior level of service, based on the client’s need.”

On pricing, Marty said, “Pricing is dependent on service options and specific customer needs.”

Having expanded its services offering by adopting what Praxis had been doing, Enterprise Times also asked Marty whether it would look for partners to provide similar services. She replied, “Rootstock continues to invest in our global partner network and its capabilities. Managed Services will be a part of that.”

Enterprise Times: What does this mean

Managed Services is an innovative offering that will bring customers closer to Rootstock. It is also a significant investment in customer success. As customers are more likely to see the benefits of their ERP. There are, however, some questions that customers will need to work out for themselves.

The liaison between the manufacturer and Rootstock is even more critical. Without an on-site presence, who holds and develops that relationship? And how does the Rootstock team understand the business to leverage the most suitable features from its ERP and subsequent updates?

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