At Eka, we believe that delivering the maximum possible value to our customers is not limited to the products and services we provide, but extends to the quality of the engagement and the nature of the relationship. This philosophy permeates all customer “touch points” and processes - a superior product experience, rewarding and enriching delivery engagement and support practices, and a partnership model that promises the lowest total cost of ownership. All our practices are designed to exceed customer expectations, produce faster returns on investment (ROI) and generate high stakeholder and user satisfaction.

Product superiority
Eka combines advanced functionality, user-friendly displays and navigation, on a modern technological platform. Practical industry experience from team members acts as vital business inputs to solution design, which combined with a high degree of solutioning and technical skills ensures rich product functionality and ease of use.

People, processes and engagement philosophy
Our working philosophy and client engagement practices clearly differentiate us from the rest. Our single-minded focus is to ensure highest possible client satisfaction, which manifests itself in a number of ways – the efforts we put in to understand your requirements, our flexibility, the working relationships we form, our solution ideas, technical capabilities, how we structure the project governance and delivery, and our long-term customer-centric relationship approach.

Partnership approach and total value delivery
We understand the significance and value of your IT investment. With this in mind, we have designed our Customer-Partnership approach to act as a long-term low-cost IT solution provider for you. We achieve this by combining onsite project coordination that ensures the convenience of local interaction, with offshore IT development that significantly lowers the costs of customization and support.

The Eka Professional Services team that consists of Technical and Domain consultants helps create a top-level blueprint to plan and implement the project.

Program Management
Efficient management of the complete program is critical for the success for the implementation, and one of the first tasks to complete is to set up the governance structure comprising key members from Eka and the client side. This is broken up into:

The steering committee
This comprises of senior management and project sponsors. The prime responsibility of this committee is to help set guidelines, define goals and timelines, and monitor progress.

Project Management Office
The project management office consists of project managers, technical experts and business users. Their role is to coordinate the complete project, monitor progress, and ensure that top management receives regular status updates.

Business Consulting
Our Business Consulting Services comprises of experts with extensive domain and business knowledge of the commodities market. Their objective is to:

• Study your business processes and analyze solution fit and identify gaps
• Discuss and document new processes, requirements and interfaces. Analyze these for their efficiency and benchmark against industry best practices
• Evolve and recommend solutions that would derive maximum value for your business needs

Implementation
Customization
Once the requirements and the scope of the project are finalized, the technical specialists take over the task of customizing the Eka application to suit your business requirements. This includes detailing the design for development and integration, coding, unit testing and review, followed by a systematic and thorough round of quality assurance, systems testing, integration testing, data consistency checks and data flow verifications.

Only after these stringent quality assurance tests are completed is the system ready for deployment on your servers, and ready for you to learn, test and start using for your day to day operations.

Data services
At Eka, we understand the value of your business data, which may be contained in different existing systems. Therefore, to maximize your productivity, we offer you services to ensure that all existing data is seamlessly united migrated into the Eka application, and the transition from your old systems is smooth and hassle-free.

Integration services
The Eka solution can be easily integrated with other third party applications to create the ideal real-time solution for your business. Typical integrations include accounting packages, ERP systems, master data maintenance software, live feeds, etc. Doing so not only eliminates any duplication of effort in manual data entry, but also helps in maximizing productivity and ensuring unified, accurate data across all applications.

Depending upon your requirements, we recommend different integration modes (Web services, file based data transfer, etc), employing Eka’s custom-built integration framework.

The secret of a successful implementation is acceptance by users. Our Educational Services team works closely with customers to empower them with the knowledge to derive maximum benefit from the software.

Custom education
These are customized classroom-based sessions where qualified instructors from our team train users at the time and location of your convenience. The training process starts once the implementation has been completed. Product experts from Eka work in consultation with your administrators to devise tailor-made programs. This ensures that you get training that is most relevant for your business needs.

During the training, users are given detailed, step-by-step instructions on modules or functionalities suitable for their job profiles. The methodology includes role-based test cases, live examples as well as assignments.

Web-Based Training
Once the class room training has been completed, web-based online training sessions offer a quicker, efficient and cost-effective method of continuing your education of the Eka application. Typically, an Eka expert conducts online sessions with specific users to either answer specific questions, or retraining on either on specific parts of the application. Utilizing synchronized voice and data connections, these sessions give your users the skills they need to become proficient in specific functional areas. Training packages include application training, assignments and Q&A sessions.

EKA’s support organization is designed as a virtual extension of your business. We offer a range of support services to help you use our solutions more effectively, making sure that your work continues without any disruption, and relevant answers provided as quickly as possible.

Our support services are offered through a variety of channels - voice-based, e-mail, web-based. Application support ranges from basic trouble ticketing to various support levels, with a mix of proactive and self-service tools, remote control and diagnostics and strict service-level tracking and reporting. The helpdesk services are tuned based on the size of the company and scale of deployment.

We believe in tight integration between Level 0, Level 1 and Level 2 support teams in terms of knowledge sharing. We ensure that front line teams become more and more knowledgeable about the product so that customers receive accurate solutions much quicker. We also make sure that knowledge gained at all levels of support is ploughed back into the self-service avenues to let customers find solutions on their own, thereby shortening the time-to-solution.

EKA’s customer support is available 24x7.