| Welcome to SBS IS Customer Support Knowledge Base | |
|---|---|
 | Welcome to SBS IS AS 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 contact SBS Support 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
Support Application
Below is the list of applications supported by customer support team:
| Type | Code | Name | Description |
|---|---|---|---|
| Transactional | RCS | Rhodia Core System | Rhodia SAP ERP (Enterprise Resource Planning) tool - Documentation not in the wiki |
| Transactional | BIP | Supplier Relationship Management | Tool to manage interactions with the organizations that supply the goods and services -Documentation not in the wiki |
| Transactional | APO | Advanced Planning and Optimizer | SAP Production and sales plannification tool - Documentation not in the wiki |
| Transactional | GTS | Global Trade Services | SAP tool for Cross-border supply chain and compliance optimisation - Documentation not in the wiki |
| Transactional | FC | Financial Consolidation | Group financial consolidation tool (Ex Magnitude) - Documentation not in the wiki |
| Transactional | ECOM | ECommerce | A portal in support of business-to-business applications where Customers places and tracks orders - Documentation not in the wiki |
| Transactional | CP | CISPRO | Chemical Inventory management software for R&D labs |
| Reporting | BW | Business Warehouse | Reporting 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" |
| Reporting | BO | Business Objects | Reporting tool for sales, profitability, HR and R&D. Allows to execute web reports or broadcast reports via emails. Also known as "BOXI" |
| Reporting | CRM | SMART | Customer Relationship Management tool (CRM) for sales : complains, visit reports, sales, opportunities |
| Reporting | QV | Qlikview | Dashboarding tool |
| Reporting | PVELO | Pvelocity | Production costs and assets reporting / simulation tool |
| Office | RAS | Remote Access Secure | VPN to connect to the Rhodia network from outside Rhodia offices. |
| Document Management | EROOM | E-Room | Document sharing tool. Create an eroom and share documents between users |
| Document Management | DOC | Documentum | Document stocking and sharing tool |
| Document Management | TP | Telepresence | High quality video conferencing |
| Web | Search | Search Engines Optimisation | Internet Search Engine Optimisation services |
| Web | SQ | Sinequa | High quality search engine connected to Internet, eRoom, Intranet, Documentum, Blog, Wiki... |
| Web | TRIDION | Tridion | Web Content Management (WCM) to update Intranets & Internet & emailings |
| Web | Qualtrics | Qualtrics | E-Surveys and online forms via Qualtrics software |
| Web | Analytics | WebAnalytics | Web statistics analysis via Google Analytics |
| Web | REACHI | Reachi | web based application dedicated to the R&D function for the evaluation and the assessment and the chemical risks at the workplace. |
| Web | CP | CISPro | WW R&D tool to inventory chemicals products stored in the research centers. |
In this information portal, not all the applications has a proper documentation. Please contact SBS Support if you have any enquiry on the application's documentation.
Contact Customer Support
There are 3 ways to request support from IS : By Email, by Phone or by creating a User Request (UR) in Freshdesk.
Below are the details:
| Ticket Portal | Phone | ||
| Application Software Web | - | Freshdesk User Request | Asia Pacific : +65 6394 3368 or **9100 |
| Hardware Network Printers Phones DataBackup | APAC.Infra-ServiceDesk@solvay.com Full List of Infra Contact Info: Click Here | Remedy Force Portal | 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 )
TEST - NEW TEMPLATE
Welcome to SBS IS - Customer Support Knowledge Base
Use this following search engine for finding solutions to your technical questions on various applications supported by the customer support team.
| Application | Description |
|---|---|
| It is the Project Portfolio Management application for the entire Solvay Group. |
| Business objects are consolidated reports compiled by backend engines which are able to publish trends and results for user's quick analysis. |
| Business Warehouse (BW) is the SAP tool to extract reports with data coming from the transactional systems (mainly RCS). |
| CISPRO (Chemical Inventory System Pro) is an worldwide R&D tool to inventory chemicals products stored in the research centers. | |
CONFLUENCE | Confluence is the official advanced wiki solution and a repository for troubleshooting, how to, support FAQs information for internal staff. |
| Application | Description |
|---|---|
Documentum benefits organization services by providing one common content platform in order to create, manage, personalize, and deliver trusted content on a global scale. | |
| SAP EHS (Environment, Health and Safety) is one of the SAP modules, supporting with its different functionalities environmental, occupational and product safety processes, regulatory compliance, and corporate responsibility. |
| 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. | |
| The ERP system used for Solvay legacy system is mainly SAP. Transactional records are maintained by individual Global Business Unit (GBU) respectively. |
| Flexmail is the tool chosen by Solvay to manage its email communications |
| Application | Description |
|---|---|
| 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. | |
| ISSP | ISSP = IS Support Portal ISSP is an online tools that provide the IS training catalog for all users to properly select and request what they need. |
| Application | Description |
|---|---|
| Keepeek | Keepeek is Solvay media library. |
| Application | Description |
|---|---|
| The in-memory leader and fastest spreading business intelligence platform in the world, QlikView is leading a new class of easy-to-use, fast and flexible business analysis solutions that empower individuals to improve organizational performance and drive innovation. | |
| The purpose of Qualtrics is to provide advance survey needs |
| Application | Description |
|---|---|
| SAP Access | Requests for SAP access can be sent to Customer Support team via portal SBS Support. Application forms are required for some systems. |
| Sinequa | Sinequa offers both customizable & real-time business search and enables customers to create search-based applications according to operational, individual and data needs. |
| Smart | SMART = Sales and Marketing Automation for Rhodia Team SMART Plus is a CRM (Customer Relationship Management) tool, that was adapted for Rhodia needs from the software Avenue (Saratoga, CDC Software). |
| Solvay Group CRM | Know more about your CRM solution and contribute to supporting the objective of customer centricity. |
| Ticketing system | Freshdesk is a ticketing tool is being rolled out at Solvay to improve the management of application support requests by employees and to enhance collaboration between teams. The new tool replaces Fasconnect and Footprint and becomes the principal way to contact IS Application teams online. |
| Tridion | TRIDION is the Web Content Management (WCM) system used by Solvay to manage the web content of the group:
|
| Application | Description |
|---|---|
| Welearn | 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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