The Carmen Service Centre can assist you with all the help you need, spanning from an emergency “hot line” phone all the way to answering questions on best practice use or actually measuring your Installation Quality (IQ).

What is the responsibility of the Service Centre?
Our role is to assist our clients in maintaining a smooth operation through two focussed Service Centres, Railway and Airlines. Each Service Manager will act as the client’s main contact person for technical matters. This includes system maintenance, answering questions on functionality, processing requests for new functionality and similar tasks. We usually have a very close cooperation with the client’s own expert users and support team.

What is the background of a Service Manager?
The Service Centres for both airline and railway clients holds around 20 persons who naturally have a range of different backgrounds and skills. At the risk of generalizing and reducing a bunch of individuals to an anonymous average, a Service Manager has a Master of Science, he/she has been working at Carmen for at least 3 years and has been taking part in the production taking of at least one Carmen application.

How is an ordinary day at the Service Centre?
The majority of the day-to-day work at the Service Centre involves answering any questions that the client’s expert users have and evaluating new functionality and delivery of new system versions. Sometimes it is necessary to assist a client with production blocking problems, or “showstoppers” as we call them, however such urgent problems are actually very rare.

Another very important task is preparing and performing the Installation Quality reviews, also called IQ reviews. The ambition with the IQ review is to continuously establish a shared vision between Carmen and the client on possible areas of improvement.

In order to allow time for internal training on new functionality or to prepare IQ visits, each Service Manager is a member of a service team. The service team members are acting as backup for each other to always provide the clients with consistent service support. The teams also provide a creative forum for discussing new ideas or solutions to problems.

No day is like the other, but usually it is great fun. A very good indication of this is that we very seldom have someone leaving the combined Airline and Railway Service Centre group.

Given that you have clients all over the globe, is all the support managed from Sweden?
No, clients in each region always have access to their local Service Managers. We have support operations in Canada and following the acquisition of Opcom, Australia.

The Service Managers at the various offices are constantly in touch with each other. It is important for us to keep the Service Centres as a global operation, guaranteeing that we can address urgent problems around the clock.

What is the “Members Forum” on the Carmen website?
The Members Forum contain automatic information of the status on any reported defects, information about current and upcoming Carmen versions and information from different Carmen events, such as Carmen Users Conference and the Carmen Development Partners meeting.

To ensure sensitive data such as defect status and reports and summaries from client meetings, entry to the forum is controlled by a password. If you have forgotten your client specific password please do not hesitate to get in contact with your Service Manager for assistance!"