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How to Tell If You Need a New ERP Support Partner

ERP is supposed to solve operational problems and make a business more efficient. But that’s only the case if your ERP solution is configured correctly and modified as needs change.

“If you implement correctly,” says Christopher Beck, the former global head of IT as shaving product supply company, Harry’s, “an ERP can free up your time from manual tasks so you can perform more value-added work.”

Unfortunately, correct ERP implementation is not always the case. When Beck joined Harry’s, for instance, the company’s ERP system was not implemented properly for growth. Specifically, the supply chain team needed improved distribution and logistics, and the planning team needed materials resource planning (MRP). All the company had from its ERP solution were very basic tools at the time, though.

It was time for a helping hand and better ERP support.

Read about Harry’s ERP journey in our case study, Journey of a Unicorn


Signs You Need a New ERP Support Partner

There are common indicators that your business needs a better ERP support partner. Some of the biggest indicators include:

Sign #1: Lack of needed functionality. Modern ERP can handle all aspects of a business, and chances are good that your ERP solution can deliver what you need in terms of functionality. So if your business has needs that are not met, this is a sign that it is time to find a new ERP support partner.

Sign #2: Persistent issues. If you consistently encounter the same problems with your ERP solution, it implies that your current support provider is not offering sufficient support. It is time for a change, and a new partner who can actually solve these ongoing issues.
Sign #3: Delayed response times. Prompt resolution of problems is crucial. If your ERP support provider fails to respond promptly to your calls or emails, it can disrupt your business operations significantly. You can do better; the right support partner will feel be accessible and feel like a member of your team.
Sign #4: Lack of transparency. Your provider should deliver transparent and concise information about issue statuses and expected resolution timelines. Without this information, it becomes challenging to plan for the future and make informed business decisions. This is rule #1 for good support, and you need a new ERP support partner if there is poor communication.

Sign #5: Inadequate security practices. ERP is the backbone of a business, housing all of a company’s customer and operational data. So good security practices are a must. If your ERP support provider is not prioritizing security, you need to look elsewhere.

Sign #6: Excessive upselling. Yuck. It is reasonable for ERP support providers to offer additional services, but constant attempts at upsell or suggestions for unnecessary offerings indicate that your support partner isn’t aligned with your business. A good support partner will have your best interests in mind, not its own.
If you observe any of these signs, it may be time to explore alternative support and service providers for your ERP solution.


How to Evaluate ERP Support Partners

When shopping for a new ERP support provider, make sure you conduct thorough research and seek references from other businesses that have used the provider. Additionally, ensure that the ERP support provider has a strong reputation for delivering high-quality support and service.

Some of the steps you should take when choosing a new support and service provider for your ERP solution:

  • Obtain multiple quotes to compare offerings.
  • Request references from other businesses to gauge their experiences with the provider.
  • Verify the provider's reputation for delivering reliable support and service.
  • Look for certified ERP support partners to ensure their expertise.
  • Make sure the provider has a comprehensive understanding of your business needs.
  • Find a provider committed to working collaboratively with you on ERP configuration and support.

Why You Should Choose Navigator

We’re an SAP Gold Partner, and we’ve been helping businesses successfully implement and support ERP solutions for more than 25 years.

In addition to initial ERP implementation support, we offer a variety of ongoing ERP support services.

Navigator can help you regroup, reconfigure, and get your system and your people working in the system the way ERP was meant to be in supporting your organization. Our team is highly experienced in this area of client consulting and support, and we will have your software and processes delivering the value you expected in no time.

“We had a really strong relationship with Navigator,” notes Heather Howard, CSCO for shoe manufacturer, Rothy’s, describing her experience with us during SAP Business ByDesign implementation. “We could speak incredibly clearly without any nuances. We relied on them as an expert resource for any help we needed.”

So if your current ERP support partner is not meeting your needs, give one of our experienced consultants a call at (801) 642-0123 or by writing us at info@nbs-us.com.


Related Posts

  • How Organizations Can Best Prepare for an ERP Implementation
  • How to Know if Your ERP Partner Will Give the Support You Need