The French company BORDEAUX FAMILIES has been using the Infor M3 ERP in version 13.4 On premise since September 2021 (40 users). The collaboration between Authentic and Bordeaux Families started in October 2022 with a myCOD contract.

How did the collaboration with Authentic start?

Ibrahima DIAW : We deployed the Infor M3 ERP last year. We didn’t yet have a support contract that could provide us with quick and efficient answers to our problems. Someone in my professional network told me about myCOD and recommended that I contact Authentic. We signed a myCOD Professional contract in October 2022.

Can you describe your organization within Bordeaux Families’ IT department and how myCOD fits into your operating mode?

Ibrahima DIAW : I am in charge of the whole ERP part (business processes integration within M3, level 1 and 2 support…). Hardware and systems are managed by a service provider. And a student is in charge of Business Intelligence.

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

Ibrahima DIAW : I use Authentic for level 3 requests. I manage levels 1 and 2 myself because it’s a functional analysis coupled with a knowledge of the M3 database. The most complex issues are those linked to the ERP in its global functional logic. When you call on Authentic, you get better quality answers than with other integrators..

What do you think are the strengths of myCOD?

Ibrahima DIAW : Transparency. I open my request, I see the different steps, I see the time spent, what the consultant did and in how long.

I also appreciate the quality of the answers and the responsiveness. The requests are assigned to the most qualified experts on each subject. This prevents us from

wasting time. The quality of the answers obtained leads to user satisfaction and that is great.

All answers are documented. We benefit from a real transfer of skills.

What do you think of the billing system in myCOD based on time spent until problem solving ?

Ibrahima DIAW : Spent time-based billing system makes the 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, CIOs, to adjust our priorities. For example, if I have to spend 6 tickets on a request that could finally be processed later because it is not blocking the users, I may decide to put the priority elsewhere. In other support departments, we don’t have this planning latitude to allocate budgets according to the level of urgency.

I would love to see “myCODs” in all areas of IT. With Authentic, it feels like a fair price/quality ratio.

What terms would best define Authentic’s myCOD service?

Ibrahima DIAW : Responsiveness and efficiency.