Why Choose Pragmatic's Help Desk Service?
A strategic investment to foster growth and stability in your business

In today's dynamic business world, efficiency and agility are crucial elements for success. Implementing a solid business management system, such as Odoo, can make the difference between simply surviving and standing out in the market. Choosing the right software however, is just as important as having reliable backup to ensure a smooth operation. 

In this blog, we'll thoroughly explore why opting for help desk service with Pragmatic is a strategic investment for the growth and stability of your business. From agile problem solving to customizing solutions, you'll discover how our expert team can be your ideal partner on the journey to operational excellence. Not only will you save time and resources, but you'll also be able to unlock Odoo's full potential to focus on what you do best: growing your business.


If I have Odoo, why do I need an ally from my country?

 Odoo, as an ERP (Enterprise Resource Planning) system, stands out for its comprehensive approach that covers several business areas on a single platform. From inventory management to accounting and human resources, Odoo offers a unified solution, enabling businesses to consolidate and simplify their operations. Its ability to boost efficiency and scalability provides businesses with the flexibility needed to grow sustainably. If you want to know more about the benefits of Odoo, you can read What is Odoo and why is it the right solution for your business? 

 It is essential to note that, due to its presence in various markets and industries worldwide, Odoo has a limited number of consultants specialized in the regulations of each country. Consequently, their responsiveness can be relatively slow in some cases, considering they must currently serve more than 12 million users worldwide. 

Therefore, it is essential that the partner that provides the help desk service has the capacity, knowledge and is constantly updated about the current regulations of the country in which your company is located. Having an expert team not only ensures a successful implementation, but also provides ongoing support, ensuring that your business adapts to local regulations and fully benefits from Odoo's capabilities and constant updates, allowing you to focus on the growth and innovation of your business.


Pragmatic, an experienced partner

With a solid presence in Colombia and the United States, we currently have the title of the #1 Odoo Gold Partner in Colombia and rank #43 among nearly 3500 allies worldwide, backed by more than 23 years of experience in the software industry. With over 126 successful implementations to date, Pragmatic is proud to be a benchmark in the Odoo ecosystem. 

Our commitment goes beyond the initial implementation; at the help desk, we have a strong, experienced, and dedicated team that ensures timely management for each client. We recognize the complexity of business operations and understand that efficiency and scalability are crucial elements of success. At Pragmatic, we not only provide solutions, but also offer ongoing accompaniment. 

Within our success stories, we find customers who carried out their implementation with us and others who joined our company in search of solutions for incidents from previous implementations. This diversity of experiences has allowed us to acquire the necessary knowledge to handle any situation that a client may face.

Our Help Desk Service

We have a help desk team led by an expert leader, in charge of supervising and ensuring the service functions optimally. It is backed by a group of consultants, infrastructure analysts, and developers. Our multidisciplinary structure is designed to offer comprehensive solutions to our clients. 

This specialized team has the experience and knowledge necessary to address various aspects, from Odoo's functionalities to infrastructure management, ensuring that your experience is efficient and tailored to the specific needs of your company.


"Our help desk service is ticket-based, with stipulated response times (SLAs)"

In order to manage our customers' requests effectively, we use a comprehensive system of registration and control through the Help Desk Module in Odoo. Through this approach, customers can log support tickets that we manage internally, establishing a centralized communication channel. This registration system provides us with complete traceability of cases, allowing us to evaluate key factors such as average response times (ANS), relevant statistics, among other fundamental aspects to ensure efficient and personalized attention.


Tickets

What is a ticket?

A ticket is the record of a request made by the customer when they need help or support to resolve doubts and incidents related to Odoo. 

Lifecycle of a ticket

Our ticketing process follows a carefully structured cycle to ensure efficient support. When a customer registers a ticket, our team of analysts performs an initial validation, assigning it to the appropriate professional. To maintain traceability and avoid delays, all communications are made through the ticket. 

Once the incident is resolved, we request confirmation from the customer to close the ticket. If we do not receive a response within 2 business days, we will automatically close the case. Subsequently, we send a satisfaction survey upon closing the ticket so that each customer can provide valuable feedback to improve our service. It is important to note that it is not possible to reopen a closed ticket for tracking, traceability, and statistical reasons; In case of additional inquiries, a new ticket must be registered.

Pragmatic support plans

Aware of the diversity of needs that characterize our customers, we have meticulously designed four types of support plans, adapted to the particularities of each company. These plans seek to provide customized solutions that not only fit present challenges, but also proactively anticipate and address potential future obstacles. Rather than offering one-size-fits-all solutions, we strive to understand the uniqueness of each customer and offer support that not only solves immediate problems, but also promotes long-term efficiency. In this context, you can choose between: 


Finally, we want to recap some of the key reasons to choose our help desk service: 

Expert Accompaniment:

The constant support of our experts in Odoo provides our clients with a strategic advantage over other companies that lack this service. The experience and expertise of our team guarantee comprehensive support to optimize the performance and customization of your system.

Time Optimization:

Blockages and incidents in your Odoo can lead to significant loss of time and resources for your company. Our Help Desk service is designed to minimize these impacts, allowing you to fully focus on running your business, without distractions or interruptions. 

Agile Responses:

Service Level Agreements (SLAs) are essential to ensure the efficient delivery of services. At Pragmatic, we manage defined times in the first attention of incidents using SLAs classified by levels of urgency. This methodology allows us to offer faster responses than those obtained through Odoo's direct service, ensuring an agile and effective attention to each case. With us, agility and promptness are the norm, delivering a support experience that goes beyond conventional expectations.

Find out how our help desk service can take your Odoo experience to new levels of efficiency and peace of mind. Contact us today to optimize your business management!

"If you are an existing customer and would like to obtain one of our plans, please contact your assigned advisor.


If you are not currently one of our existing customers and want to purchase our help desk service, you can contact us 

at +1 904 831 1444"

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