{"id":56443,"date":"2026-10-09T11:50:59","date_gmt":"2026-10-09T09:50:59","guid":{"rendered":"https:\/\/www.accompio.com\/?post_type=blog&#038;p=56443"},"modified":"2026-10-09T11:50:59","modified_gmt":"2026-10-09T09:50:59","slug":"product-support-specialized-support-partner","status":"publish","type":"blog","link":"https:\/\/www.accompio.com\/en\/blog\/produktsupport-spezialisierter-supportpartner\/","title":{"rendered":"Product support from the partner or the manufacturer? Why personal support makes the difference"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Especially for software that companies use for many years, a specialized support partner can make a crucial difference. <strong>He combines product knowledge with an understanding of the specific customer environment and ensures that problems can be identified and resolved more quickly.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Thomas J\u00e4hnig, 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.<\/p>\n\n\n\n<h2 id=\"h-das-wichtigste-in-kurze\" class=\"wp-block-heading\">The most important points briefly<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Personal contact persons<\/strong> They are familiar with the IT environment, the products used, and previous problems.<\/li>\n\n\n\n<li><strong>Specialized support partners<\/strong> complement the manufacturer's support with individual assistance and concrete experience from customer projects.<\/li>\n\n\n\n<li><strong>Short communication paths and qualified error descriptions<\/strong> can speed up problem solving.<\/li>\n\n\n\n<li>Good product support helps, <strong>Outages and<\/strong> resulting from this <strong>Reducing costs<\/strong>.<\/li>\n\n\n\n<li>AI can <strong>Support processes more efficiently<\/strong> do \u2013 however, the technical expertise remains indispensable.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<div class=\"wp-block-columns has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"background-color:#e0ebef\">\n<div class=\"wp-block-column is-vertically-aligned-top is-layout-flow wp-block-column-is-layout-flow\">\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Product support: Why specialized support makes a difference | accompio expert interview\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/tWUdd-klTlM?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 id=\"h-produktsupport-vom-partner-oder-hersteller-experteninterview-mit-thomas-jahnig\" class=\"wp-block-heading\">Product support from the partner or manufacturer: Expert interview with Thomas J\u00e4hnig<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In the full expert interview speaks <strong>Thomas J\u00e4hnig, Managing Director of accompio PrimeTec<\/strong>, He talks about his long-standing experience in product support and explains what companies should consider when choosing a support partner.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/youtu.be\/tWUdd-klTlM\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-white-color\">Watch video<\/mark><\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n<\/div>\n\n\n\n<h2 id=\"h-herstellersupport-oder-spezialisierter-supportpartner\" class=\"wp-block-heading\">Manufacturer support or specialized support partner?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.accompio.com\/en\/vendors\/\" data-type=\"link\" data-id=\"https:\/\/www.accompio.com\/de\/hersteller\">Manufacturer<\/a> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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\u2019s site. When they have implemented the solution themselves, trained end users, or made individual customizations, they can better contextualize issues.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The combination of manufacturer expertise and customer knowledge is crucial:<\/strong> The support partner analyzes the problem, prepares relevant information, and, if necessary, liaises with the manufacturer. This creates a collaboration that benefits both parties.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201eWe know the area, the solution used, and we also know what problems have existed in the past.\u201c<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Thomas J\u00e4hnig, Managing Director of accompio PrimeTec<\/p>\n<\/blockquote>\n\n\n\n<h2 id=\"h-warum-personlicher-support-zeit-und-kosten-sparen-kann\" class=\"wp-block-heading\">Why personal support can save time and money<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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 <a href=\"https:\/\/www.accompio.com\/en\/service\/digitalisation\/opentext-consulting-integration-and-operations\/\" data-type=\"link\" data-id=\"https:\/\/www.accompio.com\/de\/service\/digitalization\/opentext-consulting-integration-and-operation\/\">OpenText solutions<\/a>) can, however, rely on existing knowledge and the ticket history.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A specialized partner also assists with questions that go beyond simple troubleshooting \u2013 for example, when migrating, upgrading, or developing further. <a href=\"https:\/\/www.accompio.com\/en\/trainings\/\" data-type=\"link\" data-id=\"https:\/\/www.accompio.com\/de\/trainings\/\">Training<\/a> a long-established solution.<\/p>\n\n\n\n<h2 id=\"h-ki-im-support-effizienter-werden-personlich-bleiben\" class=\"wp-block-heading\">AI in support: becoming more efficient while remaining personal<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For Thomas J\u00e4hnig, 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>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.<\/strong><\/p>\n\n\n\n<h2 id=\"h-worauf-unternehmen-bei-der-auswahl-eines-supportpartners-achten-sollten\" class=\"wp-block-heading\">What companies should consider when choosing a support partner<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Thomas J\u00e4hnig recommends considering three criteria when choosing a specialized support partner:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Appropriate expertise:<\/strong> The partner should actually be able to support the products and technologies that are specifically used. Not every company is the right contact person for every product.<\/li>\n\n\n\n<li><strong>Availability:<\/strong> Companies should consider what response and support times they require. Those who absolutely need 24\/7 global support will need a corresponding offering.<\/li>\n\n\n\n<li><strong>Personal fit:<\/strong> Companies should consider how important it is for them to have a dedicated contact person and individual support. This is exactly where the special added value of a specialized partner lies.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<div class=\"wp-block-columns has-background is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\" style=\"background-color:#e0ebef\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/www.accompio.com\/wp-content\/uploads\/2026\/03\/accompio-dev-ops-1024x1024.jpg\" alt=\"Quality engineering and test automation for modern software development\" class=\"wp-image-52208\" srcset=\"https:\/\/www.accompio.com\/wp-content\/uploads\/2026\/03\/accompio-dev-ops-1024x1024.jpg 1024w, https:\/\/www.accompio.com\/wp-content\/uploads\/2026\/03\/accompio-dev-ops-300x300.jpg 300w, https:\/\/www.accompio.com\/wp-content\/uploads\/2026\/03\/accompio-dev-ops-150x150.jpg 150w, https:\/\/www.accompio.com\/wp-content\/uploads\/2026\/03\/accompio-dev-ops-768x768.jpg 768w, https:\/\/www.accompio.com\/wp-content\/uploads\/2026\/03\/accompio-dev-ops-12x12.jpg 12w, https:\/\/www.accompio.com\/wp-content\/uploads\/2026\/03\/accompio-dev-ops.jpg 1500w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-top is-layout-flow wp-block-column-is-layout-flow\">\n<h2 id=\"h-produktsupport-mit-accompio\" class=\"wp-block-heading\">Product support with accompio<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">accompio supports companies as a specialized product support for companies in their daily operations. Find out more about our expertise and services now.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.accompio.com\/en\/service\/dev-ops\/\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-white-color\">Our services<\/mark><\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<h2 id=\"h-fazit-guter-produktsupport-geht-uber-fehlerbehebung-hinaus\" class=\"wp-block-heading\">Conclusion: Good product support goes beyond fixing errors<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A good support partner doesn\u2019t just provide technical answers. They know the customer\u2019s environment, can identify problems, and helps with the further development of existing solutions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">AI can make this collaboration more efficient. <strong>However, the key factors remain the appropriate expertise, short communication channels, and a contact person who understands the customer's requirements.<\/strong><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"900\" height=\"814\" src=\"https:\/\/www.accompio.com\/wp-content\/uploads\/2026\/10\/accompio-team-thomas-jaehnig.jpg\" alt=\"\" class=\"wp-image-56444\" srcset=\"https:\/\/www.accompio.com\/wp-content\/uploads\/2026\/10\/accompio-team-thomas-jaehnig.jpg 900w, https:\/\/www.accompio.com\/wp-content\/uploads\/2026\/10\/accompio-team-thomas-jaehnig-300x271.jpg 300w, https:\/\/www.accompio.com\/wp-content\/uploads\/2026\/10\/accompio-team-thomas-jaehnig-768x695.jpg 768w, https:\/\/www.accompio.com\/wp-content\/uploads\/2026\/10\/accompio-team-thomas-jaehnig-13x12.jpg 13w\" sizes=\"auto, (max-width: 900px) 100vw, 900px\" \/><figcaption class=\"wp-element-caption\"><strong>Thomas J\u00e4hnig<\/strong><br>Managing Director at accompio PrimeTec<\/figcaption><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-top is-layout-flow wp-block-column-is-layout-flow\">\n<h2 id=\"h-uber-den-experten\" class=\"wp-block-heading\">About the expert<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">With his extensive experience as a support partner, Thomas helps companies choose the appropriate products and solutions for their needs. <\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.linkedin.com\/in\/thomas-j%C3%A4hnig-712b9aa8\/\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-white-color\">LinkedIn<\/mark><\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<h2 id=\"h-faq-zum-produktsupport\" class=\"wp-block-heading\">FAQ on product support<\/h2>\n\n\n\n<h3 id=\"h-was-ist-ein-spezialisierter-supportpartner\" class=\"wp-block-heading\">What is a specialized support partner?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<h3 id=\"h-was-ist-der-unterschied-zwischen-hersteller-und-partnersupport\" class=\"wp-block-heading\">What is the difference between manufacturer support and partner support?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">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\u2019s site.<\/p>\n\n\n\n<h3 id=\"h-wann-lohnt-sich-ein-spezialisierter-supportpartner\" class=\"wp-block-heading\">When is a specialized support partner worth it?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<h3 id=\"h-wie-verandert-ki-den-produktsupport\" class=\"wp-block-heading\">How does AI change product support?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>","protected":false},"excerpt":{"rendered":"<p>When a business-critical software system experiences a problem, it\u2019s 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.<\/p>","protected":false},"featured_media":56445,"template":"","meta":{"_acf_changed":false,"content-type":"","_links_to":"","_links_to_target":""},"categories":[128,116],"service-kategorie":[46],"class_list":["post-56443","blog","type-blog","status-publish","has-post-thumbnail","hentry","category-devops","category-featured-homeslider","service-kategorie-dev-ops"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.5 (Yoast SEO v28.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Produktsupport: Hersteller oder spezialisierter Supportpartner?<\/title>\n<meta name=\"description\" content=\"Wann lohnt sich ein spezialisierter Supportpartner? Thomas J\u00e4hnig erkl\u00e4rt, wie pers\u00f6nliche Betreuung, Expertise und KI den Produktsupport verbessern.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.accompio.com\/en\/blog\/product-support-specialized-support-partner\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Produktsupport vom Partner oder Hersteller? Warum pers\u00f6nliche Betreuung den Unterschied macht\" \/>\n<meta property=\"og:description\" content=\"Wann lohnt sich ein spezialisierter Supportpartner? 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