Looking for ERP software help can experience like no simple task, particularly when you don’t even know where to start on. Whether some serious function has failed drastically and you need support immediately or your system is just not running efficiently, on the whole, ERP problems can present a huge (and expensive) stressor on a business. Unhappily, the universal explanation we all turn to times of trouble Googling the trouble won’t actually help you in this situation. As we’ve explained in the past, one business’ ERP software and needs will look totally different than any other. There just isn’t a one-size fit all solution when it comes to problems between your ERP software and your company.
If you’re looking for a quick fix, then those who wrote the software might have the best (and easiest) option for you. Little bugs in the system or a fast coding query will be dealt with quickly and minimally if you go to your vendor for ERP help, but you shouldn’t be expecting any more complex advice. For answers on how development surrounded by your software is affecting business processes or what else you can do to personalize an ERP and leverage it to drive costs down, it might be best to look somewhere else.
However, when you do need ERP help or support that is more in-depth and it involves complex connections with your business and its exclusive processes (i.e. you have errors with customs tasks or some function is not performing arts the way you thought it would,) there are a few reasons why you shouldn’t look to your software vendor.
Turning to the innovative ERP vendor will only get you so far. They might be able to help you code a new taskbar or give you advice on edifice a custom app, but you be supposed to first ask manually how well the vendor really knows your business. Aside from that flashy demo they may have created for you throughout the sales process, would they really know how your business runs and how to optimize a dashboard so that your workers are most comfortable using it?
The next question to ask yourself: if you do seek help from the vendor, are the people supporting you the same people that came out to sell you software? Often times, they won’t be. So even if you think your specific software agent really got a good grasp of your business during the on-site visit, your assigned support specialist may only be going on the quick notes that salesperson took, or even going into your solution blind. If they don't really understand your company's processes and goals, they will also not be able to customize a system with desired features or help you work through why their system is not garnering the ROI you projected.
As mentioned, software companies know software but that’s where the road ends. Partner programs and VARs (Value Added Resellers) are designed to provide ‘end-to-end’ solutions that see you through from the beginning of a project until you are 100 percent satisfied with your enterprise software system.
ERP consultants specializing in sympathetic fundamental business processes; they have worked with them lengthily in the past and know how to identify when certain ones are inefficient and when others are not correctly documented. Your partner will first complete Business Process Modeling going through your company holistically, looking at your employees and every single task you need to be supported by a software system. All of this needs to be mapped out before you can even begin selecting a specific software vendor. All you’re going to hear from the vendors during your selection process is flashy sales talk not the kind of support you need to pick software that will make available the foundation for your business' success for years to come.
By bringing an outside partner on from day one of your project you can ensure that they will work aggressively to select the best ERP for you, and give you the implementation and integration support you need. Whatever step in that process you need help with, the partner will be able to provide assistance as you need them to and for how long you need them to, not as they deem relevant to their business model.
Not a fan of the faceless web chat support solution? Many consultants will offer on-site support through their partnership with you. This means in-person, hands-on ERP help, and training. It can be impossible to effectively commune convoluted coding solutions, training techniques or fixes that require the input of multiple employees over phone calls or web chats. On-site consulting circumnavigates this complexity and ensures that employees learn the correct usage by active example and testing, not just by absent-minding reading.
This kind of face-to-face comprehensive help can range from the extensive process testing required before any go-live to training or retraining, as the case may be your employees on proper adoption of the software, and can even include additional tweaks or add-ons you find you might need after deployment. After all, a consultant’s prime focus should be on making sure your software works right out of the gate, but snags can sometimes happen. In a world of customer support that’s disappearing behind usernames and screens, a face-to-face partner is still the best option when you need ERP help that is complex and specific.