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ERP Support that Counts – Part 2

Posted on 25 August 2015 by Louise Thompson

louise_support_that_counts_2In my last blog I mentioned my home make-over and my feelings about it that range from jubilant to wretched, depending on which day you catch me. This process has once again reinforced my belief that solid relationships are paramount to the success of any endeavor.  I learnt that one of the most important considerations when choosing a contractor is their clear understanding of your vision and your required outcome. The ‘personal touch’ should never be underestimated. 

And ERP support works exactly the same way.

Let me use Pittsburgh Plastics to explain why I believe there is a connection.

During a SYSPRO conference in the USA, our Support Services contingent was approached by a staff member from Pittsburgh Plastics, a company that has been developing customized cushioning solutions since 1977.  She explained that she was anxiously looking for assistance to simplify their labor postings in their factory.

The problem they were experiencing was that they had to manually capture the minutes from the start and end times. This tedious process was being performed daily on paper before capturing and it was taking an hour of her processing time just to complete the calculations.

Our support staff spent some time with her familiarizing themselves with the business and its specific requirements and establishing the most suitable course of action.

Then we set about writing a customized pane that allows times to be inputted manually and lets the system take care of the rest of the calculations. This has not only improved productivity at Pittsburgh Plastics but it has also removed the risk of human error creeping into the labor calculations. 

The company was so impressed with the result of these consultations that they were convinced to upgrade to SYSPRO 7 and take part in the Release Candidate (RC) program.  

To return to my original point, sound support relationships (much like those that exist between the homeowner and their preferred contractors) are based on trust that is earned through a shared vision, a vested interest in speedy and effective resolution and being able to provide the right answers at the right time.

So whether you’re looking for a stylish kitchen revamp or a best-of-breed Enterprise Resource Planning software solution, the formula stays the same: a shared philosophy towards support that focuses on an enhanced customer experience has to be part of the transaction.

Recommened Reading - SYSPRO 7 Success in Motion

 

Topics: Software development, SYSPRO User Tips


Louise Thompson

Louise joined SYSPRO in 1985 and has been closely involved in the company’s product development as well as providing services to the six global SYSPRO offices. Her role in SYSPRO forms the link between development and the global marketplace with her goal to empower the SYSPRO offices, resellers and customers through the provision of the right service and support. Louise and her team are responsible for providing product support, training material, SYSPRO certification, and knowledge transfer to customers, either directly or through the SYSPRO offices and resellers.

Given the extensive nature of an ERP system Louise is of the strong belief that the support and services provided by SYSPRO must simplify the customer experience.

 

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