Support That Actually Supports You

One size does not fit all. The training and support needs of a 15-person job shop will be very different than that of a Fortune 500 company. It’s important that the software vendor offers various training and support services that can be customized to fit your unique needs and budget: onsite and web-based.

The vendor should also offer implementation and ongoing consulting services to help you solve real-life business problems with your new system. Support and service are just as important as the job shop program itself. Make sure that your people get the hand-holding they need, especially during onboarding and implementation.

Don’t expect any package software to address 100% of your needs. In these cases, the vendor should offer customization services to bridge any possible gap. The vendor should provide you with the right amount and type of services to ensure a successful implementation and not press you into buying services you don’t need.

For small shops, the vendor’s help desk can be a lifeline to resolving problems and keeping your system running smoothly. Most vendors allow you to communicate with them in various ways: toll-free telephone number, email, fax, or chat. Great vendors also allow you to be a part of their roadmap, taking in your suggestions for improvement and new advancements needed. 

1. Does the vendor offer a variety of training methods to suit your needs and budget?
2. Does the vendor offer comprehensive data conversion tools and services?
   
3. Will the vendor provide you with a dedicated customer account manager?
4. Does the vendor offer a variety of services, including technical support, implementation, consulting, and customization?
5. Does the vendor offer "generalists" or experts in function areas, e.g., accounting, scheduling, etc.?
6. Does support take ownership of your problem until it is resolved?