A global business services organization selected IBM OpenPages on Cloud and needed reliable, hands-on expertise to manage ongoing configuration, updates, and business requests. While IBM’s support services ensured platform stability, the customer required specialists who understood their specific environment, business processes, and configuration standards. The goal was to enhance operational agility without the cost and overhead of formal project engagements.
SureStep introduced its Enhanced Support for GRC, providing a dedicated pod of consultants who act as an extension of the customer’s risk and compliance teams. These experts deliver on-demand configuration assistance, workflow updates, and reporting enhancements while maintaining alignment with enterprise controls and governance frameworks. The service combines technical expertise with business understanding, giving the customer rapid access to OpenPages specialists when needed.
Key Results and Highlights:
- Reduced GRC operational support costs by ~50% through flexible, consumption-based expert services
- Improved time-to-delivery for configuration changes and issue resolution by a SLA maanged approach with SureStep
- Provided continuity of expertise across multiple OpenPages modules and business units
- Enabled the customer to maintain platform optimization without additional full-scale project spend
SureStep’s Enhanced Support offering goes beyond standard vendor support by embedding OpenPages experts within the customer’s operational rhythm, ensuring rapid, cost-efficient improvements while maintaining compliance and governance consistency.
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