Ticketed support answers what broke. It does not notice what is about to.
A shopping mall operator in the Philippines runs procurement on Coupa with SAP behind it, supported by Valtatech under application managed services.
Integrations were the weak point — not because they broke often, but because resolving one meant raising a ticket, waiting for it to be picked up, and re-explaining an environment the responder had not seen recently. Meanwhile the smaller things nobody raises a ticket for — a feed running slower, a mapping needing a tweak, a third party changing something — went unattended until they became incidents.
A ticket queue is reactive by design. It answers what broke. It does not notice what is about to.
Valtatech added a dedicated integration specialist to the managed services contract: standing access to a named person for two to three hours a week, billed under the existing agreement rather than quoted per request.
That time covers integration monitoring and issue triage, coordination with the platform vendor and third-party integration stakeholders, advisory and minor configuration support, and attendance at the operator's own integration meetings.
The last one matters more than it reads. Someone who sits in the meetings knows a change is coming before it lands, which is the difference between preparing for it and responding to it.
Valtatech is software vendor agnostic. The technology named here is what this client selected; we start from requirements, operating model and existing systems. See how we approach integration →
Managed services is usually priced as insurance against failure. This is close to the opposite arrangement: a small, predictable amount of expert attention applied continuously, so that fewer things reach the point of needing insurance.
Talk to us about what this would look like in your business.
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