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Support myCOD: inside BORDEAUX FAMILIES's experience with Authentic Group

December 14, 2022 by
Support myCOD: inside BORDEAUX FAMILIES's experience with Authentic Group
AUTHENTIC GROUP

An interview with Ibrahima DIAW

Head of Information Systems at BORDEAUX FAMILIES

How did the collaboration with Authentic begin?

Ibrahima DIAW: We deployed the Infor M3 ERP last year. We did not yet have a support contract that could provide us with quick and effective answers to our issues. Someone in my professional network told me about myCOD and advised me to contact Authentic. We signed a myCOD Professional plan contract in October 2022.

Can you describe your organization within the IT department and how myCOD fits into the support and assistance system to evolve your ERP?

Ibrahima DIAW: I am the one who handles the entire ERP part (flow consistency, level 1 and 2 support…). Everything related to systems and networks is managed by a service provider. And a student takes care of the Business Intelligence.

What types of requests do you send to Authentic through the myCOD portal?

Ibrahima DIAW: I submit level 3 requests to Authentic. I manage levels 1 and 2 myself because it involves functional analysis combined with knowledge of the M3 database. The more complex issues are those related to the ERP in its overall functional logic. When we call on Authentic, we receive better quality responses than with other integrators.

What do you consider to be the strengths of myCOD?

Ibrahima DIAW: Transparency. I open my request, I see the different stages, I see the time spent, what the consultant has done and how long it took.

I also appreciate the quality of the responses and the responsiveness. Requests are assigned to the most qualified experts on each topic. This saves us time. The quality of the responses received leads to user satisfaction, and that is great.

All responses are documented. We benefit from a true transfer of skills.

What do you think of the time-based billing system in myCOD?

Ibrahima DIAW: Time-based billing with a very fine granularity of fifteen minutes really makes a difference. When the processing of a request is estimated at more than 4 hours by the consultant, we are asked for our validation. This allows us, as IT managers, to adjust our priorities.

For example, if I have to spend 6 tickets on a request that could ultimately be handled later because it is not blocking for the users, I might decide to prioritize elsewhere. In other support services, we do not have this planning flexibility that allows us to allocate budgets based on the level of urgency.

I would really like to see 'myCOD' in all areas of IT. With Authentic, you feel a fair price-quality ratio.

What terms would best define Authentic's myCOD service?

Ibrahima DIAW: Reactivity and efficiency.


"With Authentic, you feel a fair price-quality ratio"

Ibrahima DIAW
Head of Information Systems at BORDEAUX FAMILIES

About BORDEAUX FAMILIES

A union of several cooperative wineries, Bordeaux Families is the leading producer of Crémants de Bordeaux.

The mission of Bordeaux Families is simple: to produce and elevate wines from the vineyard to the cellars, and to market these wines, in bulk or in bottles. Bordeaux Families has 95 employees and 300 members.

https://www.bordeauxfamilies.fr


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