ARIS Cloud Customer Service and Technical Support

Directordd0f
Co-owner PZ Africa at a tech vendor with 11-50 employees
The local support is not good. All the support goes back to Germany. The local support in South Africa for instance, I think this is basically a problem everywhere, it's not good. And the reason for that is when Aris was still part of IDS Scheer, IDS Scheer built small little businesses in each country so that there's an ownership model. Now, when they took over, they all have a big brother approach. They've got a ticketing system and basically run it like that. It doesn't have that personal touch. In the old days when IDS Scheer still owned it, you could phone a local representative and they knew the system, they knew the capabilities. It was like a first line. So the second line, the third line or tier, went then to Germany. But now everything goes to Germany. I don't like that. View full review »
Amer Khattab
Senior Manager Advisory Services at a consultancy with 11-50 employees
Their technical support is weak. It's a regional problem because the Middle East region, in general, is still an underdeveloped market when it comes to certain technologies; particularly BPM. They're still not into the structure scheme that you have in Europe or the U.S. At the end of the day, if a bank adopts a BPM engine, the scale of the licensing, the structure and even the usability of the platform is way higher. The number of transactions that a local bank does is less than a number of transactions that an international bank does. The other point is largely speaking, BPM here is very fragmented. It's either some people do the design only and the other side only does the implementation or execution without paying attention to the business design of flows. It doesn't go coherently as it does in Europe or the U.S. It doesn't go in a full-fledged cycle where you actually start with the design and move forward and make your organization agile. Aside from that, I think that the vendors are not interested in largely investing in the technical support in the region because they are not as busy as in other regions. The thing that maybe ARIS has the edge on in the region is that they have a couple of strong partners here in the region. The vendor themselves are not fully available but the partners are really strong. The firm I used to work with, prior to joining PwC, used to handle level one and level two technical issues of various regions. When it comes to ARIS, that's the only edge I would say that has over the other competitors. View full review »
reviewer1086249
SC Business Process Owner at a construction company with 10,001+ employees
They work with partners and we are supported by the partner service. We work with these partners and the support is very good. View full review »
Learn what your peers think about ARIS Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,794 professionals have used our research since 2012.
SeniorMa4f00
Senior Manager at a transportation company with 1,001-5,000 employees
Our experience with technical support was good. View full review »
Learn what your peers think about ARIS Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,794 professionals have used our research since 2012.