It was 2018 when we decided to establish an AMS (Application Maintenance Services) team dedicated exclusively to post-deployment support of projects. For our group, this was a natural evolution of the previous model: by custom, it was the same consultants involved who managed customer support even after startup. The goal we had set for ourselves was simple: to ensure continuity for clients after the startup of projects with stable, competent, and easily accessible technical and functional support provided by professionals who were thoroughly familiar with the implementations and processes created.
The idea, in line with our corporate vision, was to build a solid and lasting relationship based on trust and quality of service that went beyond a single project cycle.
That is why we thought of the AMS team from the outset as an autonomous unit, capable of effectively handling evolutionary and maintenance requests, without depending on resources committed to new projects and without risking becoming a mere “accessory” of other business functions.
Antonella Peli, AMS team coordinator, tells it like this, “At the time, we wanted to give our clients the assurance that they would not be left alone once the project was completed. Having a dedicated group meant that we could guarantee quick response times and in-depth knowledge of the context.”
This was due in part to input from the same consultants who had followed the project or process in earlier stages and thus knew both the technical aspects and the unique needs and characteristics of the client.
The importance of continuity
Our corporate vision is clear: following the strategy we often suggest to clients, we have decided to turn a challenge into an opportunity. Following up with the customer even in the stages after production is put into production then becomes a way to generate new possibilities, creating an increasingly deep-rooted relationship of trust.
“We want those who work with us to feel that they can count on a stable, experienced and constantly updated team,” Antonella emphasizes. “We do this to build a solid relationship and to ensure that customer satisfaction is complete, including in the needs that arise during the lifecycle of a product, process, or service-whether it’s supporting enterprise IT in management or changing or revising components and functionality, we want to be there all the time.”
It was a choice that entailed a lot of investment: the AMS team at Regesta, now composed of 21 in-house consultants and supported by a staff of dedicated developers, was never meant to be a simple helpdesk, even in its early days. “We don’t just process tickets,” Antonella explains. “On the contrary, technical support in the strict sense is a rather residual part of our work, which is mainly focused on second-level support: we deal with complex functional issues, directly support internal IT of companies and deal with requests that often require analysis, experience and overview, especially evolutionary ones.”
For this reason, the AMS team also has its own internal team of developers: four people who directly follow up on customizations and customer requests independently. “This is a very specific strategic choice,” Antonella further explains. “In this way we can provide a quick response to most requests, while those that are more complex or require in-depth analysis are forwarded to the corresponding functional and technical teams.” The strength that allows this system to work is the constant dialogue between the AMS team and other business functions, which is also managed through regular meetings and training sessions.
Each consultant on the team has years of design and process knowledge behind them. This ensures a response that is not only quick, but also effective, taking into consideration the implications on the system and the organization.
Results-driven growth
Over the years, the quality of the service provided has generated an important effect that has exceeded our expectations. More and more companies have also chosen to rely on Regesta because of the reputation of the AMS team, transforming a service created to support existing clients into a channel that facilitates new collaborations.
Today, among the active clients followed by the AMS team, more than half rely on Regesta without having previously started a project with us, and many of these go on to become project clients. “In several cases, the first contact with us is through the AMS service,” Antonella explains. “It starts with a request for support, maintenance or evolution, and over time a relationship is built that also paves the way for new implementations.”
This growth is also confirmed by the numbers: +21% over 2023 in 2024 and +16% in the first quarter of 2025 alone. The result of methodical work, an established structure, trust earned in the field, and corporate vision.
A strategic asset for the whole group
The AMS is now one of our strategic assets and has gained its own autonomy from its initial role as an operational extension: it is a relationship channel, a customer service capable of creating loyalty and growth. The structure is autonomous, with its own capacity to intervene even on complex evolutions and an organization capable of managing functional modules and customizations.
Dialogue with other internal teams is continuous. Periodic meetings by area ensure constant updates on both news regarding products and services and design practices. This makes it possible to maintain methodological consistency and offer the client a uniform service.
“Our approach is never just reactive, we don’t just solve problems,” Antonella emphasizes. “We look for solutions, even alternatives, we propose best practices, we help clients discover features they did not know about. Our job is to support, not just respond.”
A practice that inspires the group’s journey, as Antonella explains, “Today we are working to unify the Customer Journey of all Regesta group companies, so that customers perceive the same level of attention and expertise for whatever entity they deal with. We are doing this by using the core AMS team as a model. In this way we can ensure that quality and continuity of service becomes our hallmark.”
An experience that generates value
Many of the AMS team members come from the world of project consulting. Their choice to join the team is often also related to the possibility of continuing to follow their incumbent clients in the post-launch phase and to join them in new challenges and projects.
This bond makes the AMS not just a support service, but a partner capable of proposing solutions, thanks to its deep knowledge of the processes, infrastructure and solutions adopted. It is the first line in building the trust that has always characterized the way we work.
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