An interview with Thierry DEBOFFE
IT Manager at EUROTAB
When users of the information system can no longer access their work tool, it is necessary to intervene as quickly as possible. Faced with several service interruptions in a production environment on Infor M3, the IT manager of EUROTAB called for support myCOD. Each time, responsiveness and efficiency were present.
How did the collaboration with Authentic begin?
Thierry DEBOFFE: For a long time, Eurotab had a 24/7 support contract on Infor M3 with a service provider. This coverage was necessary because the IT department was very small and did not fully master the Infor M3 solution.
Since my arrival in 2019, as well as that of other colleagues, the IT department has gained much broader knowledge of the ERP. In order to align our support system with this new situation, I launched a call for proposals to find a provider that meets my needs.
I got to know myCOD when I was a consultant. Convinced by the subscription-free model and the principle of tickets and on-demand consumption, I initiated the collaboration with Authentic in the fall of 2021.
What types of requests do you entrust to Authentic through the myCOD portal?
Thierry DEBOFFE : I use support in case of major operational issues, sometimes with production stoppages. The infrastructure around the ERP is becoming very complicated. We have gone from 1 to 13 servers for 2 environments. Finding the one responsible for a failure as quickly as possible is not easy. Every time I have called on Authentic, the support has been very responsive and the issues have been resolved in a short time.
I have also created a few requests on topics related to M3 accounting. Despite my 20 years of experience with Infor M3, I do not fully master this module, and it is reassuring to be able to find the necessary expertise with the myCOD consultants when a specific question arises.
Finally, I use myCOD during holiday periods. I inform the myCOD manager in advance of a possible increase in the number of requests during a particular week. He takes this into account, and every time, everything has gone well, and our users have been able to find answers to their questions despite the absence of their usual contacts in the Eurotab IT department.
What do you consider to be the strengths of myCOD?
I also appreciate the involvement of myCOD consultants. During a recent incident, we discovered that the problem did not originate from M3 but was upstream of the infrastructure. Nevertheless, Authentic did not close the incident by stating that the issue was outside the scope of support coverage. We worked with our other external provider who manages the infrastructure, and Authentic was present and invested throughout the process. We found the solution together as a team.
And thanks to myCOD, I left for vacation with peace of mind! Knowing that someone was there to help in case of a problem is truly an asset and a relief.
What terms would best define Authentic's myCOD service?
Thierry DEBOFFE: Expertise. Responsiveness. Support.
"Every time I have called on Authentic, the support has been very responsive and the issues have been resolved in a short time."
About EUROTAB
Eurotab is a French company engaged in the design and manufacture of hygiene and cleaning products in the form of solid tablets. Its 270 employees are spread across 3 production sites.
