Once a solution has been deployed, the key challenge is to ensure that it continues to operate smoothly on a day-to-day basis, so that you can continue to make the most of it. This is the rationale behind Arago's RUN offer, a post-Go Live support service for customers using SAP Concur, SAP SuccessFactors (SF), Cytric or myMeta solutions. RUN covers all modules of these solutions, as well as integrations and reporting. It is aimed at companies whose solutions are already in production, offering them technical, functional and strategic support. The aim is to guarantee a seamless experience, ongoing optimization of tools and maximum responsiveness when needed.

Two types of service to suit every need

The RUN offer comes in two formats, designed to meet different needs:

Packaged RUN: Customers benefit from a monthly volume of hours that they can use freely on all their modules. They have access to a pool of experts to handle their requests, in line with service level agreements (Service Level Objectives). This highly flexible formula is favored by most customers.
Dedicated RUN: Designed for companies with a high volume of requests, this format offers a dedicated team of consultants for key modules, supplemented by the pool of experts for others. It's a tailor-made offer, built around the specific needs of each customer.

The key role of the CSM

Every RUN customer benefits from the support of a Customer Success Manager (CSM). A true conductor of customer relations, the CSM plays a strategic role: he or she monitors changing needs, helps build the roadmap, identifies avenues for improvement and promotes new products or partners. Its proactive approach is regularly praised by customers. To find out more, read Marina Bizouard's testimonial.

A global, high-performance organization

RUN support is based on an international organization, with support centers spread across three time zones, thanks to our teams based in Europe, India and Colombia. This ensures extensive language coverage (French, English, Portuguese, Spanish) and optimum availability.

Chaque client est suivi par un Team Lead, responsable d’un portefeuille limité pour garantir un suivi personnalisé. Les demandes sont revues chaque semaine en équipe, assurant ainsi réactivité, qualité de service et cohérence dans les réponses.

An accessible, adaptable offering

To benefit from RUN, you simply need to be a customer of one of the solutions covered. Generally, the offer is put in place following an implementation project, but it is also available to customers already in production, even if they were not initially supported. A needs analysis enables us to propose the most appropriate formula, with an adjustment point scheduled after six months.

An offer adopted by players in all sectors

Today, the RUN offer has won over companies from a wide range of sectors: retail, pharmaceuticals, services, the public sector, banking... Among the customers who place their trust in us are names such as Mersen, Sonepar, Groupe E, Sumol & Compal, Bureau Veritas, LSBP, Aspen Pharma, Rexel, Logoplaste and France Télévisions.

An evolving offering

Every year, we gather information on the needs of the organizations we work with, and develop our services accordingly. Our Manage Services offering was designed on the basis of this feedback, and continues to evolve to meet the needs of the field.

Whether it's managing annual HR campaigns, ensuring continuity in the event of the prolonged absence of an HRIS manager, or taking charge of certain internal processes, Arago is there to support its customers over the long term.

The next step will be the opening of a Level 1 support center in 2026, to guarantee complete, end-to-end support.

Do you need long-term, flexible and effective support to get the most out of your digital solutions? Are you wondering whether the RUN offer can meet your specific needs? Our teams are available to answer your questions. Please do not hesitate to contact us.