Today virtual consulting takes a big step forward as the ECX partners with my company, cumulusIQ, to launch of an “SAP helpdesk in the cloud.” (See the press release here.) Called KaaS HelpDesk Excellerator™, the new service lets SAP customers receive on-demand support from experts based anywhere on the Internet.
Helpdesk resources -- the consultants answering clients' questions -- are members of Herbert’s Team, the virtual consulting arm of the ERP Consulting Exchange. Herbert’s Team is an elite group of SAP consultants handpicked by ECX founder and CEO Herbert Goertz.
(For more on Herbert’s Team, please read the fall issue of the ECX Newsletter.)
KaaS stands for Knowledge-as-a-Service, the cumulusIQ concept of bringing knowledge on demand from cloud-based experts to enterprise technology users. Both Herbert and I view KaaS as a natural extension of Resources as a Service (RaaS) -- the ECX concept for delivering consulting resources virtually from the cloud.
Because they are cloud-based, resources are available over the Internet anytime anyplace. For example, you could potentially have 20 experts looking at an SAP issue anytime day or night; whereas with a traditional dedicated helpdesk, you might only have one person helping you at a time.
I believe today’s launch holds great promise, not only for our two organizations, but also as an example to the consulting industry of new service delivery paradigms especially suited to a period of severe economic challenge. I am especially excited to be working with Herbert and the ECX. Having someone of his stature as a partner goes a long way to ensure that cumulusIQ clients receive the highest level of quality and service.
By: Monty Kalsi