Business is global, and overall, this is a good thing. But one area where globalization does not help is support. You want ERP support and development that is based in the USA if your company is also USA-based.

In many areas, geographic diversity and globalization are distinct advantages. It helps with market expansion. It helps with new thinking and innovation. It also drives greater levels of efficiency through specialization and labor cost arbitrage.

While this globalization is largely a good thing, one area where it presents more downside than upside is when it comes to support and development. The company that offshores support might realize cost savings, but this offshoring isn’t generally good for the customer.

We don’t think this part needs explaining, because we’re pretty sure you already know that sinking feeling when you realize you’re getting support from someone not currently located in the US.

This is especially true for ERP support and development. There are several downsides when those supporting your company’s backend systems are not located in the same country.

Let’s look at five of the biggest reasons that you really want USA-based ERP support and development.

Advantage #1: Responsiveness 

There’s a good feeling when you know you can call for help when you need it; having ERP help that’s just a call away gives peace of mind and a safety net for mission-critical systems that can’t fail for long.

When you have USA-based ERP support, your third-party support staff is there and working at the same time you and your employees are working. This leads to faster responsiveness, because operating hours are largely the same as your business.

Even when offshore support is 24x7, it doesn’t meet the same responsiveness standards as USA-based support. That’s because while some offshore support staff might be there to field calls in the middle of the night, other members of the team that might be needed for solving your problem are not.

Advantage #2: Timezone Alignment 

ERP support improves when third-party help is working at the same time as you and your employees. You can much more easily schedule calls, demos, and real-time remote development work with your ERP support team when you and the support team are operating in the same general timezone.

Getting people together is just much easier when there’s timezone alignment.

Further, timezone alignment is important because offshore ERP support staff who work at night are suffering from the Window of Circadian Low. This is a period in the day that brings decreased cognitive performance and fatigue, even for support staff who are adjusted to burning the midnight oil. You just get better support when your help is in the same general timezone as your business.

Advantage #3: Better Communication

We’re not knocking accents or different cultural phraseology. Pilots landing at an international airport handle complex communication and coordination despite often coming from different parts of the world.

That said, communication is much easier when you’re talking with someone who has a similar accent and communication habits. USA-based support just makes it easier to talk and quickly communicate ideas without the need for repeating yourself or navigating unknown colloquialisms.

Can you communicate with ERP support staff that’s not based in the USA? Absolutely. But you’re much more likely to build rapport with your support staff and communicate ideas faster when the support is located in the USA.

Advantage #4: Business Context

ERP fundamentally is about business enablement, not IT. So, ERP support and development that can quickly and fully understand the needs of your business is a big advantage.

When you work with a support partner based in the USA, you get the advantage of agents who more easily understand the business context. Your ERP support staff can more quickly understand your core needs when they are based in the USA, and better develop solutions to meet those needs.

One of the things we hear most often about our ERP support is that we “just get it,” that we feel like a part of your team. Part of this is because we’ve helped hundreds of businesses with ERP over the years and thus deeply understand the needs of many lines of business. But part of it also comes from us having entirely US-based ERP support.

Advantage #5: Regulatory Considerations 

Sometimes, there are also legal reasons for needing USA-based ERP support and development. If your business operates in a regulated space such as healthcare or financial services, there might be regulatory considerations that require ERP support based in the USA.

Admittedly, this is not common, but it is a factor when considering your ERP support and development partner. It is just easier and less complex when your ERP support and development is nearshored and within the US.

Navigator Business Solutions is a US-based ERP Development and Support 

We proudly offer US-based ERP development and support services at Navigator Business Solutions. It is one area that makes us different.

The development services that are part of our ERP professional services portfolio are explicitly US-based. When we help you with configuring, optimizing, and customizing your ERP solution, you’re working with experienced consultants who reside in the USA.

Our client support teams are also US-based. For example, our support team that delivers ongoing ERP support and customer care is based in our Utah offices.

In short, we’re a North America-focused SAP Gold Partner that is working in the same time zones as your business and understands both the language and cultural nuances of you, your employees, and your business. When you need us, we’re there. And when you have a question or problem, we understand the situation quickly and accurately.

So if your ERP support and development isn’t always there or doesn’t feel like a part of your team, give us a call. You can see for yourself by calling one of our experienced consultants at (801) 642-0123. You also can write us at info@nbs-us.com.