Infor updated its customer self-service platform, Infor Concierge, to improve customer access to Infor resources. Developed with the Infor Customer Experience Board, the offering incorporates feedback and research to ensure the voice of the customer is accurately represented and served, according to the vendor.
Infor Concierge is a hub of relevant Infor information for customers regarding their ERP portfolio, such as key contacts, incident and knowledge management, product lists, renewal dates and event information. The vendor claims this feature enables easy access to multiple Infor systems and offers an overview of open support incidents, status details and a search function for Knowledgebase articles.
With this update, Infor Concierge comes with an improved UI and new capabilities, including the following:
- full mobile access;
- personalized news feed displaying relevant information to individual customers;
- access to Infor Services project details;
- single sign-on to Infor Campus training site for courses and course catalogs; and
- self-help guides to help users navigate the Infor system.
Infor Concierge is a landing page that serves as the gateway and organizer for customers to access multiple Infor systems; the app's product roadmap feature also provides users access to applicable Infor products for their issues, the ability to quick view and rate product improvements, and access to product-specific training, such as classes or webinars.
According to the vendor, Infor Concierge simplifies the customer experience by consolidating all resources into one space. By increasing customers' access to Infor services and products with Infor Concierge, the company anticipates the feature will minimize unnecessary calls and emails and speed up the problem-solving process.
Infor, offering a wide range of ERP products, platforms and services, competes closely with Microsoft in the ERP realm. Both vendors, however, fall short of ERP giants SAP and Oracle, which claim almost twice the market share of Infor or Microsoft.