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Blog May 2020 Updated November 2021

Predictable costs, SLA and access to competent resources on AMCS Premium Service agreements

AMCS Premium Services drives innovation and maximises return on investment

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Wim Hoek

Product Marketing Manager

Having the backup of an international team of experienced routing experts and dedicated service managers. With AMCS Premium Services companies with a more business-critical routing solution, profit from a series of benefits. This is evident from an explanation by Jan Tønder, Director, Nordic Sales at AMCS. “AMCS Premium Services is a cost-effective, low risk, high-quality SLA based service and provides companies with greater assurance, accountability and accelerated time to value to secure sustainable business success. It supports predictable fixed price costs, regardless of business demands, drives enablement and adoption across many types of businesses.”

  • AMCS Premium Services delivers a superior level of support that enables companies to focus on their core business
  • The cost-effective, low risk, high-quality SLA based service enables the companies to partner with greater accountability and assurance
  • The global team of highly qualified routing experts and service delivery managers truly understand the business and ensure the technical, functional integrity and performance of software investments
  • The high-level service provides an outcome-based service that delivers innovation and accelerates time to value
  • It supports predictable fixed price costs, regardless of business demands, drives enablement and adoption across waste, recycling and resource businesses
  • Additionally, it provides greater flexibility and agility in how and when services are delivered

What is AMCS Premium Services?

“It is a service offered and available to our routing customers to accelerate business success. The service is specially developed to meet the demands of companies with business-critical solutions. With Premium Services those type of companies can profit from two major benefits Premium Services is providing. First, to capitalise on the advantages of AMCS’ routing solutions to drive innovation, and second maximising the return on software investment.”

What are the main important components of Premium Services?

“AMCS Premium Services consists of a catalogue of service components designed to maintain and enhance AMCS’ implemented system in the business environment of our routing customers. This is achieved by combining technical operations and enhancement services. The technical operations optimise the availability, stability, and performance of the system. It includes superior and proactive monitoring, maintenance, health checks, updates, and service requests with 24/7 support to ensure business’ continuity and to maximise the ROI on investments. The enhancement services expand the footprint and use of the system through implementation, content development, advice and guidance. In short; this is a partnership, where we advise and guide companies with comprehensive insight, resource expertise, and continuous support to positively impact your business activities.”

What elements does AMCS Premium Services deliver exactly?

“AMCS Premium Services delivers a superior level of support that enables the companies to focus on their core business. It is a cost-effective, low risk, high-quality SLA based service that enables customers to partner with greater accountability and assurance. Premium services provide them with access to and support from routing experts who truly understand their business and the impact our solution has on operations. With this, we contribute to elevating organisations to provide greater flexibility and agility. Premium Service customers avail of enhanced responsiveness to their business to assure the highest performance and integrity of their technology investment. On balance, the Premium Services thus lead to a result-oriented service that delivers innovation and accelerates time-to-value.”

What are the differences compared to an ad-hoc based agreement?

“With a licensed software and service agreement customers get basic support and maintenance, which secures that bugs in the software are fixed and patches and upgrades are available. In case of critical issues outside the core AMCS software, we are unable both to service the customers within an agreed time frame and to promise that certain consultants are available at any time. Therefore, customers on basic agreements will be served on a ‘first-come, first-served basis’. As a result, with this, they could jeopardise the continuity of service to their customers. On a Premium Service agreement, companies pay a fixed amount for a certain capacity. With this pre-purchase of capacity, they gain access to knowledge and an experienced global team of experts and service managers. The pre-purchased capacity can be used not only for handling incidents but also for handling change requests to the current solution."

What are the major benefits?

“Premium Services customers always have priority; based on the terms of the agreement, we are there for them when they need us, and we need to live up to the SLA. In practice, this means that they have a skilled team of experts at their disposal, who have in-depth knowledge and years of experience to service customers. With this, they are assured of dedicated resources and a quick time to value. This drives enablement and adoption across their business and provides greater flexibility and agility in how and when services are delivered.”

Is having a dedicated service delivery manager an added value?

“It most definitely is. Premium Services customers have a designated service delivery manager and dedicated team who strive to deliver innovation, drive adoption and ensure best practices of our solutions to accelerate time to value. This assures the return on investment is achieved faster through a service that supports commercial predictability and works to save costs and improve service levels in routing operations. Companies have regular meetings with their assigned dedicated service delivery manager to talk about where they are, how they did in the previous period and what possible improvements can be made. Together with their service delivery manager, they focus on how to positively impact their business activities, like minimising risk and reducing cost, but also contributing to growth and margins. Also important is the possibility to service customers proactively. We are not silently waiting for them to approach us with a question or to reflect on an idea. We pro-actively contact them. From our experience, we know that customers really appreciate it very much to have an expert in their own field at their site, for instance, to talk about how to prevent a break down in the future or preventive maintenance as Microsoft or Google Maps is upgraded. We talk to the customer beforehand how we can pro-actively anticipate a situation like this, for instance, because of the great impact on the organisation to plan an upgrade of our software three to six month ahead.”

AMCS Platform

AMCS Intelligent Optimisation is one of the six solutions of AMCS Platform, a fully integrated and end-to-end portfolio of solutions to manage the waste and recycling lifecycle. Solutions include Enterprise Management, Intelligent Optimisation, Mobile Workforce, Vehicle Technology, Digital Engagement and AMCS Analytics. These industry-specific solutions are developed to support the AMCS Platform strategy focussing on driving revenue growth, margin expansion, operational efficiency and sustainability. AMCS lives up to those words with a product and development team of around 200 people, currently investing 20% of overall turnover in product development.

AMCS Intelligent Optimisation is also available for legacy software customers

AMCS Intelligent Optimisation is one of the six solutions of AMCS Platform. Each of the six solutions seamlessly fit like a jigsaw puzzle into each other, forming the unique end-to-end integrated SaaS solution for the waste and recycling industry. However, solutions like Intelligent (route) Optimisation, the AMCS Customer Portal and Mobile Workforce are also integrated into existing legacy software. This way all AMCS customers benefit from the innovative software solutions of AMCS Group.

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