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09.10.2026
When a business-critical software system experiences a problem, it’s not just the technical solution that matters. Equally important are short paths, in-depth expertise, and a contact person who is familiar with the individual IT environment.
Especially for software that companies use for many years, a specialized support partner can make a crucial difference. He combines product knowledge with an understanding of the specific customer environment and ensures that problems can be identified and resolved more quickly.
Thomas Jähnig, Managing Director of accompio PrimeTec, explains in the expert interview what good product support entails, what added value specialized partners offer, and how AI is changing support.
In the full expert interview speaks Thomas Jähnig, Managing Director of accompio PrimeTec, He talks about his long-standing experience in product support and explains what companies should consider when choosing a support partner.
Manufacturer They are particularly familiar with their products and can often offer extensive support structures. With globally deployed solutions, for example, worldwide 24/7 support is possible. However, in such structures, it is not always easy to ensure that a personal contact who knows the individual environment of a customer is available.
This is where a specialized support partner comes in. Ideally, they not only know the software but also its implementation, customizations, and deployment at the customer’s site. When they have implemented the solution themselves, trained end users, or made individual customizations, they can better contextualize issues.
The combination of manufacturer expertise and customer knowledge is crucial: The support partner analyzes the problem, prepares relevant information, and, if necessary, liaises with the manufacturer. This creates a collaboration that benefits both parties.
„We know the area, the solution used, and we also know what problems have existed in the past.“
Thomas Jähnig, Managing Director of accompio PrimeTec
When customers have to explain their system landscape, previous changes, and previous problems again for each request, it takes time. A dedicated contact person (for example for OpenText solutions) can, however, rely on existing knowledge and the ticket history.
This not only facilitates communication. Technical analysis can also become more efficient: Which log files are needed? How can a fault be reproduced? What changes could be related to the problem?
The economic value added is particularly evident in business-critical applications. For example, if a system that is required for testing or releases fails, development processes can be delayed. The costs of such delays can be significantly higher than the costs of an appropriate support model.
A specialized partner also assists with questions that go beyond simple troubleshooting – for example, when migrating, upgrading, or developing further. Training a long-established solution.
Artificial intelligence is also changing the way product support works. Customers are already using AI to analyze technical problems in advance and better prepare support requests. This results in support tickets that are sometimes more detailed and already pre-qualified.
Support teams can also use AI, for example to automatically assign or pre-qualify tickets. This reduces organizational effort and frees up more time for actual customer support.
For Thomas Jähnig, it is crucial that AI complements human expertise, rather than replacing it. Customers continue to need expert assessment to evaluate research results and to determine appropriate measures.
The goal is not to achieve the greatest possible level of automation, but rather to provide more efficient support with more time for individual customer requests.
Thomas Jähnig recommends considering three criteria when choosing a specialized support partner:
accompio supports companies as a specialized product support for companies in their daily operations. Find out more about our expertise and services now.
A good support partner doesn’t just provide technical answers. They know the customer’s environment, can identify problems, and helps with the further development of existing solutions.
Manufacturers and specialized partners do not have to be in conflict with each other. While the manufacturer brings his deep product knowledge, the partner complements this with experience in the specific customer environment and personal support.
AI can make this collaboration more efficient. However, the key factors remain the appropriate expertise, short communication channels, and a contact person who understands the customer's requirements.
With his extensive experience as a support partner, Thomas helps companies choose the appropriate products and solutions for their needs.
A specialized support partner assists companies with specific software products or technologies. He combines product knowledge with experience from implementation, operation, and the specific customer environment.
The manufacturer has detailed knowledge of their own product and can offer extensive support structures. A specialized partner often also knows the individual IT environment, customizations, and the use of the solution at the customer’s site.
It can be particularly useful when companies use complex or business-critical software, require personal contact, or require assistance with error analysis, upgrades, and migrations.
AI can, for example, pre-qualify support tickets, assign requests and help with technical research. The technical evaluation and selection of suitable measures still require human expertise.
