Enterprise resource planning software (ERP software) is the lifeblood of so many companies and organizations around the world these days.
ERP software integrates all functions within an enterprise, from front office and financial endeavors to production activities. It can also be customized to meet the very specific needs of a business. These all-encompassing business management software systems have become especially valuable in the manufacturing industry, where aspects such as inventory control directly tie into costing, scheduling and production, among other components.
When operating smoothly, manufacturing software facilitates maximum efficiency and increased productivity across the board. But when problems exist or failures occur within these programs, the impact is often felt throughout an enterprise, sometimes to a devastating degree.
The “Safety Net”
With ERP or job shop software being the backbone of an operation’s information technology infrastructure, it is crucial the software provider maintain an accessible, capable and reliable avenue for technical support. For so many reasons, primarily from the standpoints of production and reputation, businesses that depend on enterprise management software simply cannot afford anything less.
A software provider will often furnish clients with an exclusive or “proprietary” tech support channel as part of its application. Issues that are low-priority or relatively routine can often be “ticketed” and administered by tech support staff via some form of online messaging, email or even live chat.
However, for larger more pressing issues where a degree of urgency exists, most clients desire immediate, attentive interaction with support technicians. To accommodate this, many software outfits will provide around the clock phone support to promptly address the needs of the end user. Customers appreciate a quick response by an expert technician who will remain in close communication with them until the issue is resolved.
It can be stated fairly legitimately that a product is only as good as the service and support surrounding it. When it comes to choosing ERP vendors and shop management software providers, especially in situations where products are similar, the customer service and tech support aspects are often the difference makers, and for good reason.
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This blog is written and published by Shoptech Software Corporation.