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Few things are more frustrating than when the ERP software you depend on to execute business tasks everyday starts to function poorly. Unfortunately, the universal solution we all turn to in times of trouble—Googling the problem—probably won’t help you in this situation. One business’s system and processes will look totally different than any other. There just isn’t a one-size-fits-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 could be the right option. Little bugs in the system or a fast coding query might be taken care of fast if you go to your vendor, but you shouldn’t expect any more complex advice. For more in-depth support, there are a few reasons why you shouldn’t look to your ERP vendor. So where do you go? Let us explain.
Vendors Provide ERP Help—to a Point
Turning to your original ERP vendor will only get you so far. They might be able to help you code a new taskbar or give you advice on building a custom app. Some, like Epicor, also include video tutorials and guides that are useful for learning basic functions and simple fixes. But how well does the vendor really know your business?
The people you get in contact with for support are probably not the people who had a role in selling or setting up the system, meaning they won’t know the ins and outs of your specific instance and needs. Therefore, the vendor’s support specialist is going into the situation blind. Though helpful for generic troubleshooting and other small tasks, they can’t do much to assist you with deeper software problems.
Get End-to-End Support
A software provider specializes in making and selling software, not in working closely with clients to deliver all-encompassing services. So who should you reach out to for comprehensive support?
Answer: ERP consultants. End-to-end support is the specialty of a reliable consulting firm or value-added reseller (VAR). And by end-to-end, we mean from software selection to upgrades and maintenance. Here are a few of the advantages you gain with an expert consultant at your side:
- Hands-On Service: Not a fan of the faceless web chat support solution? Many consultants will offer on-site support during their partnership with you. This means in-person, hands-on ERP help and training. It can be impossible to effectively communicate testing requirements, training techniques or fixes to multiple employees over phone calls or web chats. In-person service ensures issues are fully addressed.
- Business Process Modeling: Unlike vendors, consultants will take a detailed approach to understanding your fundamental business processes. By undergoing business process modeling, consultants look at every task you need to be supported by a software system and even find areas where you can improve workflows, so your ERP will truly maximize enterprise productivity.
- Additional Solutions: No vendor is going to recommend solutions outside of its brand. Consulting firms, however, often create many of their own solutions or develop relationships with multiple providers to ensure clients have access to the best systems and services for various aspects of their business. Datix, for example, is both an Epicor Gold Partner and a certified partner of Microsoft Dynamics 365 CRM and Salesforce, making us a source for top CRM and ERP solutions.
- Single Touchpoint: When you reach out to a consultant, you’re getting in touch with someone who knows about your software and your business. You won’t need to explain your processes and systems every time you call about an error or request a new feature—the expert consultant has information on hand to effectively answer to all your software needs.
Choose the Right Partner
For comprehensive support, you can’t rely on just any software consulting firm. Some don’t have expertise in your industry or lack a solid strategy for ERP projects. That’s why you must seek out a firm with a proven success rate for clients in your industry. Meet with consultants in person with relevant questions to measure their fit. Ask for references, so you can learn what past clients have to say about their performance. Additionally, check that consultants have relevant credentials and certifications. When you follow this process, you can rest assured that you’re partnering with experts who truly understand your industry demands and software functionality.
You want to make the most of any investment for improving your company. The right ERP consultant serves as a safety net, protecting you from project risks and offering long-term fixes whenever your technology isn’t up to par. When online articles or vendor support isn’t enough, you can trust that your consulting firm will have your back.
Nobody offers the level of support that we provide at Datix. For over 20 years, we’ve helped manufacturers from start to finish with their software projects. We go beyond implementations to offer custom solutions, upgrades and maintenance. Furthermore, our developers created the Unity integration application to instantly connect Epicor ERP with a range of front-end systems. Our pre-built, fully managed integration solution is the easiest way to form a fully connected enterprise and maximize the value of your software.
Experience our premier software support and solutions for yourself. Get in touch with one of our expert consultants today!