Ericsson is the world’s largest mobile-system supplier with its networks conducting almost half of the world’s mobile traffic. In order for Ericsson to continue to build on its unique competence, experience, products and services in global, carrier-class networks, they required a software support group that understood Cincom’s Control ERP solution that had been installed worldwide.
Their current software group was mainly employed contract staff, and Ericsson saw this as a business risk and a major expense. In February 2000, Cincom took over the Ericsson support function. Once this had been established and tested, the service was extended to cover software development/customization.
The goal was to reduce risk by obtaining reliable service and support
facilities by securing highly skilled resources, reducing costs and releasing internal resources that are needed for business consulting. Cincom met the challenge by replacing the existing Ericsson in-house team with Cincom’s Extended Services, which offered seamless support and development services to all of Ericsson’s worldwide user sites.
Cincom also built and maintains a website dedicated to the Ericsson user community. This website is a repository of information about relevant personnel, the system and developments. In addition, it serves as a library for all of the associated documentation.
The following are key results from the Cincom/Ericsson affiliation:
- High-quality, reliable technical support and software-development services
- Comprehensive reporting
- No need to worry about skills shortages or staff turnover
- Reduced costs by leveraging Cincom competencies
Ericsson manager, Rune Walfridsson, explained their experience with Cincom by saying, “We have used the Cincom model of extended support services as a pilot system and now have taken this model and applied it to a number of other suppliers. It has worked extremely well.”
Read their entire story here.