Internal Support Team Recommendations

View Working with Veson Nautical documentation in the Help Center.

🔑 This is a Key Topic, with high value for all users.

Veson Nautical recommends that your company identify key people to fulfill administrative and business roles to best support solution implementation.

The description of each role below suggests tasks to accomplish, but it does not specify how many people you need; the number of people required to fulfill each role will differ from company to company.

Administrative Roles

Administrative roles are performed by people who may or may not be familiar with the day-to-day operations of a commercial shipping desk. In many cases, administrative roles are fulfilled by the IT or general affairs department of a shipping company.

System Owner

The System Owner acts as a single point of contact for all support requests open with Veson Nautical. A Primary Support Contact should be competent in information technology, have management skills for handling open support requests, and understand the day-to-day workflows of the shipping desk.

Primary Responsibilities

Additional Beneficial Skills

Develop troubleshooting skills to perform internal support for your company's End Users.
Communicate and manage support requests with the Veson Nautical Help Center.
Escalate outstanding support requests through the Veson Nautical support escalation protocol.
Understand the day-to-day workflows of End Users.
Understand the solution.
Understand of the role of the solution at your company.
Manage configuration.
Manage user security.

Software design
Database management
Business intelligence and reporting

Business Roles

Business roles are performed by people who are fluent in maritime shipping but may be less familiar with software. Business roles are critical to ensure a continuous fit between your solution and company business practices. Business roles often assist administrative roles, especially in areas where a deep understanding of the maritime business is necessary:

Superusers

Superusers are the most highly trained users and are typically involved in implementation from its very early stages. A Superuser should be familiar with decisions made during implementation and the reasons those decisions were made. They should also be competent in a designated business role (for example, Chartering or Operations).

This role is specifically utilized during the implementation project.

Primary Responsibilities	Additional Beneficial Skills
Understand a specific department’s business and workflows. Understand the role of the solution at your company and the benefits of using it. Teach others how to use the solution.	Business intelligence and reporting

Business Process Owners

Business Process Owners (BPOs) make sure that End Users within a department follow the correct workflows. A BPO should understand the day-to-day business workflows within a department, the importance of using the solution correctly, and the importance of identifying mistakes in the process quickly.

This role is required post go-live stabilization. A lot of the times Superusers (from the project) become BPOs (post-implementation).

Primary Responsibilities	Additional Beneficial Skills
Understand the current business practices at your company. Understand a specific department’s workflows.	Compliance reporting

End Users

End Users are the daily users. An End User should know their business workflows and report to Superusers or BPOs for ongoing training.

Primary Responsibilities	Additional Beneficial Skills
Understand a specific department’s workflows.