The importance of expert (and accessible) support

As technology becomes more prominent in our personal and professional lives, our reliance on technical support also continues to increase.

In the business world, with all the similarities existing between the many enterprise resource planning (ERP) software packages available, it is often the support aspect that makes the difference in which program a company chooses to implement or retain.

Enterprise and shop management software

Most large enterprises throughout the world now use all-encompassing ERP software solutions to help run and manage their business. These applications integrate all production, service and administrative functions, translating into a better-organized, efficient and cost-effective operation.

In the manufacturing industry, these types of software packages are also commonplace, although on a smaller and often more specialized scale. Manufacturing software and job shop software applications are usually customized to meet the specific requirements of an operation whose products may serve a particular “niche.” In situations such as these, it is essential that vendors provide technical support that is very “in tune” with an outfit’s structure, systems and offerings.

Keys to effective support

Aside from long hold times and being passed around from department to department, the last thing that company representatives want when they need software help is a support specialist who is fumbling for answers to their inquiries. The most effective technical support representatives are those who are acutely familiar with a particular operation.

It’s important that technical support personnel be attentive, well-spoken, courteous and willing to go the extra yard to resolve an issue. In the case of specialized manufacturing entities, those who possess and convey an in-depth knowledge surrounding an outfit’s processes and the functions specific to its operation from a software perspective are by far the most appreciated.

Manufacturing software and ERP vendors that offer the best, most comprehensive training programs and consulting services are cherished in the world of commerce. And in the manufacturing field, where time is of the essence and production delays can be costly, companies are especially grateful for expert support.