David Glasspool of Amphora sees value in support outsourcing he told me after listening to the most recent CTRMRadio podcast however, he was quick to point out that Amphora’s support was widely viewed as excellent. It was an area that the new Amphora management team had focused on a few years back when they took over, he said. Since then, Amphora had also been building a library of blog articles on its site designed to help with and explain areas like support to users and prospects, he told me. “The blogs form a growing library of content that help answer inbound inquiries about CTRM software, support, and so on,” he said.
David was in a philosophical mood when last we spoke. The new team at Amphora has also succeeded in getting all its users on one branch of the software, he had told me in a previous briefing. This helps everyone – users, clients, prospects, Amphora, and consulting firms – as it means that everyone is using and addressing a single set of code. As many vendors and users have discovered to their cost, having multiple customized versions in use becomes a total nightmare for support and comes with an increased cost to all concerned.
Now, Amphora has started to break Symphony out into discrete and separate modules. This, he points out, will aid everyone further by allowing upgrades and enhancements to discrete portions of the software without upsetting the whole. “It also gives users more choice while making the entire upgrade process much more transparent,” he said. He also added that this work is due to be completed by April 2024 with the first client on “separated Symphony” by Summer 2024.
Amphora has just celebrated its first 25-years in business – quite an achievement – and it has learned a great deal in the process. Since the new management team took over, it has been busy applying many of the lessons learned to improve all aspects of its business and it continues to invest profits back into the software. This has also impacted sales and it has experienced several record years in succession, David told me. It has had a reasonable 2023 so far, he said, and has a huge implementation going live early in the new year along with several new customers. “It’s actually really busy right now as well,” he said. “Lots of demos taking place and a number of large RFPs and opportunities getting down to the wire that will likely close next year. We are in a very strong position for next year as well.”