Syensqo IS - Customer Support

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Welcome
to SBS IS Customer Support Knowledge BaseImage RemovedWelcome to SBS IS Customer Support Knowledge Base. This is the information portal for finding answers to your technical questions for the various applications supported by the customer support team.Browse the common questions and answers, documentation for the various applications. If you cannot find what you need in the knowledge base, please send an email to sbs-is-appli-help@solvay.com.
 
We are striving to make this knowledge base portal better.

 

About Customer Support 

The IS Delivery is a service in charge of providing support for all Solvay Information Technologies tools and applications. The delivery is in charge of both the first level support or Application Helpdesk and the more advanced support (Second level support).
 
The service is provided by 4 different teams, one by zone, managed by a Zone Delivery Manager :
 
  • Europe : Brieuc Vandenhove
  • Asia Pacific : Eric Woo
  • North America : Samuel Massey
  • Latin America : Ciro Rodrigues 

 

Contact Customer Support

There are 3 ways to request support from IS : By Email, by Phone or by creating a User Request (UR) in Footprints. 
Below are the details:

 

  Email  Footprints  Phone 
Application
Software 
Web 		 SBS-IS-Appli-Help@solvay.com Footprints User RequestAsia Pacific : +65 6394 3318 
Europe : +33 811 70 52 22 
Latin America : +55 11 37 41 42 00 
North America : +55 11 37 41 42 00
Hardware
Network
Printers
Phones
DataBackup		 APAC.Infra-ServiceDesk@solvay.com How to contact ATOS in Europe
Germany : +49 69 66 41 53 59
France : +33 164 53 91 07
Italy : +34 913 60 61 90
UK : +44 12 64 34 39 59
IST APAC.Infra-ServiceDesk@solvay.com  

 

> GLOBAL Helpdesk is accessible 24 hours / 5 days (Monday to Friday) by e-mail
All working days "somewhere" in the world. During public holidays specific to the helpdesk of your zone, you will get support from Helpdesk of an other zone
> LOCAL Helpdesks are accessible by e-mail and phone (details below)
  • AP : 8:30 am - 6:00 pm (SGP time : GMT+8)
  • EU : 8:30 am - 6:00 pm (French Time : GMT+1 ou +2 )
  • LA : 8:00 am - 5:00 pm (Brazilian Time : GMT-2 ou -3)
  • NA : 8:00 am - 8:00 pm (EST : GMT-5 ou -4 )
to 
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Select an application


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ACCOLADE is the Project Portfolio Management application for the entire Solvay Group.

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AODOCS is a document management system that integrates with Google Drive and provides central ownership of documents.

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AppSheet

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Appsheet is the quickest and easiest way of creating an application to be run on mobile phones.

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BUSINESS OBJECTS are consolidated reports compiled by backend engines which are able to publish trends and results for user's quick analysis.

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BUSINESS WAREHOUSE is the SAP tool to extract reports with data coming from the transactional systems. 

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CONFLUENCE Wiki is a tool to organize your work and create documentation through  web pages.

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CONVERGENCE is your collaborative tool to manage supplier relationship. 

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The SYENSQO Salesforce CRM program is bringing to the group a single CRM solution worldwide that empowers different sales, marketing & customer service teams who can better collaborate to identify, record and serve customer needs. 




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Dataiku - DSS  is a collaborative data science platform for data scientists, data analysts and engineers to explore, prototype, build and deliver data products, processes and flows more efficiently. 

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DocuSign is a cloud based application that allows you to sign documents electronically. It's oriented to the creation of contractual agreements between Solvay and other companies (providers, clients, etc)

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DOCUMENTUM - D2 benefits organization services by providing one common content platform in order to create, manage, personalize, and deliver trusted content on a global scale.

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DynaSys is a Demand & Supply Chain Planning (DSCP) software used to manage demand forecasts, distribution requirements & production plans.

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EHS is one of the SAP modules,  supporting with its different functionalities environmental, occupational and product safety processes, regulatory compliance, and corporate responsibility.

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E-WORKBOOK is the Electronic Laboratory Notebook application used R&I family to store data related to experiments. The application is provided by IDBS.

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EROOM is a collaborative work platform meaning that you can create a virtual spacework on a server. This virtual space is split into "rooms" related to a specific project topics.

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FLEXMAIL

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FLEXMAIL is the tool chosen by Solvay to manage its email capaigns, either Internal or External.

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FRESHDESK (Ticketing system)

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FRESHDESK (Ticketing system) is being rolled out at Solvay to improve the management of SBS support requests by employees and to enhance collaboration between teams. It is the principal way to contact SBS teams (IS application & EtE processes) online. To contact IS infrastructure, refer to the page Solvay One.




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GOOGLE SUITE

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GOOGLE SUITE is a cloud-based productivity suite used at Solvay for e-mail and collaboration. G Suite includes Google Mail, Contacts, Drive, Docs, Sheets and other applications. 

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GOTIT is a new Solvay Group's idea management system. It is designed to foster collaborative innovation and employee commitment by encouraging Solvay employees to think out of the box, post suggestions, comment and share best practices.

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ISSP
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ISSP is an online tools that provide the IS training catalog for all users to properly select and request what they need.




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KEEPEEK is Solvay Group's main media repository.




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Miro is an infinite, online whiteboard designed to help teams ideate, brainstorm, iterate and provide feedback seamlessly and in real time regardless of where each team member is located. The following video provides a brief introduction.

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Monday.com is an online collaborative project management tool. You can use it to handle multiple projects, task lists and keep track of all your activities while limited the amount of email you need to send to collaborate with your coworkers. 

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M-Files document management system is an automated business software solution used to organize, secure and store business files.




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Qlik Sense Logo QlikTech International AB Font, PNG, 2550x798px, Qlik, Brand, Business, Company, Green Download FreeImage Added

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QLIK and QLIKSENSE are a tool that allows you to create visualizations and dashboards that helps you to monitor all your data.

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QUALTRICS provides advance survey needs.

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REALTIMEBOARD is a visual management solution to ease collaboration between teams.




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SAP ACCESS MANAGEMENT

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SHARED CONTACTS This application is to used to share contacts between persons. This allows, for example, for a team to keep one single repository of all their suppliers. Whenever one team member edits or add a contact information in that Shared Group, then it is automatically updated in all the other team members as well.

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SINEQUA offers both customizable & real-time business search and enables customers to create search-based applications according to operational, individual and data needs.

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TRIDION is the Web Content Management (WCM) system used by Solvay to manage the web content of the group:

  • Solvay.com
  • 7 "Standard" country sites
  • 35 "light" country sites, translated in 21 languages
  • A panel of external & internal dedicated websites (focus on a brand, an event, etc.)
  • Solvay ONE




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WELEARN is a global tool managing all of the training activities within Solvay. It proposes one unique learning catalog, which includes both Global and local programs.




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IS Applications support - FAQ
IS Applications support - FAQ
 

USEFUL KNOWLEDGE ARTICLES










  

Popular topics



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  What platform should you use to store and manage your documents?

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Google forms & Qualtrics: how to build secure Solvay surveys?

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Content publication: choose the best platform to communicate to your audience











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Support Application

Below is the list of applications supported by customer support team:

TypeCode Name Description 
 TransactionalRCSRhodia Core System Rhodia SAP ERP (Enterprise Resource Planning) tool - Documentation not in the wiki
 TransactionalBIPSupplier Relationship ManagementTool to manage interactions with the organizations that supply the goods and services -Documentation not in the wiki
 TransactionalAPOAdvanced Planning and OptimizerSAP Production and sales plannification tool - Documentation not in the wiki
 TransactionalGTSGlobal Trade ServicesSAP tool for Cross-border supply chain and compliance optimisation - Documentation not in the wiki
 TransactionalFCFinancial ConsolidationGroup financial consolidation tool (Ex Magnitude) - Documentation not in the wiki
 TransactionalECOMECommerceA portal in support of business-to-business applications where Customers places and tracks orders - Documentation not in the wiki
 TransactionalCPCISPROChemical Inventory management software for R&D labs
 ReportingSMSesame Financial consolidation reporting tool
 ReportingBWBusiness WarehouseReporting tool for all but COPA, Sales, HR, R&D. Allows to extract reports in Excel or broadcast reports via emails. Also known as "Analyzer" or "Business Explorer"
 ReportingBOBusiness ObjectsReporting tool for sales, profitability, HR and R&D. Allows to execute web reports or broadcast reports via emails.  Also known as "BOXI"
 ReportingCRMSMARTCustomer Relationship Management tool (CRM) for sales : complains, visit reports, sales, opportunities
 ReportingQVQlikviewDashboarding tool
 ReportingPVELOPvelocityProduction costs and assets reporting / simulation tool
 OfficeRAS Remote Access Secure VPN to connect to the Rhodia network from outside Rhodia offices.
Document ManagementEROOME-RoomDocument sharing tool. Create an eroom and share documents between users
Document ManagementDOCDocumentumDocument stocking and sharing tool
Document ManagementTPTelepresenceHigh quality video conferencing
 WebSearchSearch Engines Optimisation Internet Search Engine Optimisation services
 WebSQSinequaHigh quality search engine connected to Internet, eRoom, Intranet, Documentum, Blog, Wiki...
 WebTRIDIONTridionWeb Content Management (WCM) to update  Intranets & Internet & emailings
 WebQualtricsQualtricsE-Surveys and online forms via Qualtrics software
 WebAnalyticsWebAnalyticsWeb statistics analysis via Google Analytics
 WebREACHIReachiweb based application dedicated to the R&D function for the evaluation and the assessment and the chemical risks at the workplace.
 WebCPCISProWW R&D tool to inventory chemicals products stored in the research centers.
 Web Solvay EngageSolvay EngageSolvay Engage is the internal standard social platform for community management and accessible to all Solvay employees.
NoteIn this information portal, not all the applications has a proper documentation. Please send an email to sbs-is-appli-help@solvay.com if you have any enquiry on the application's documentation.