OPERATE
AI-Assisted Support. Human Expertise When It Matters.
A managed support model for ERP, CRM, BI, Microsoft 365 and other business applications.
Reduce Internal Application Support Costs by up to 50% through shared expert resources, elastic capacity and AI-augmented productivity.
See How the Service Works
EXECUTIVE PROBLEM
Support Demand Changes.Fixed Internal Capacity Does Not.
Application support requires different skills at different times. A shared expert model provides flexible capacity while maintaining ownership, service governance and escalation discipline.
HOW IT WORKS
From Service Request to Verified Resolution
Users work through one service process while AI and human experts collaborate behind the scenes.
1.User Opens Service Request
2.AI Validation — When Enabled
3.Missing Information Completion
4.Knowledge Search
5.Suggested Resolution
6.User Confirms
7.User Escalates
8.Human Application Expert
9.Vendor Escalation — If Required
10.Resolution
11.AI-Assisted Documentation
12.Customer Knowledge Base Updated
1. User Opens Service Request
2. AI Validation — When Enabled
3. Missing Information Completion
4. Knowledge Search
5. Suggested Resolution
6. User Confirms
7. User Escalates
8. Human Application Expert
9. Vendor Escalation — If Required
10. Resolution
11. AI-Assisted Documentation
12. Customer Knowledge Base Updated
GOVERNANCE
Support Governance
Skill-Based Routing
Route each issue to the relevant application skill.
SLA & Escalation
Manage service levels, multi-level escalation and customer response-time visibility.
Vendor Case Management
Optenera manages vendor cases when the root cause is a vendor defect.
Knowledge Base
Resolved issues are documented and reused in the customer-specific knowledge base.
One Portal for Users
Internally and externally supported systems can share one user entry point and one management view.
EXPERTISE
Support Expertise
ERP
CRM
BI & Analytics
Microsoft 365
Other Business Applications
Integrations
Need Flexible Application Support Without Building Every Skill Internally?
Combine senior expertise, shared capacity and AI-assisted productivity in one managed support model.