Guest Post by Kate Orbeck, ProcessPro
An ERP software purchase is a major benefit for your company toward an ERP investment. In your decision-making process, don’t overlook the benefits of a maintenance plan in addition to budgeting for a quality one.
Noted below are aspects of a quality maintenance plan, in addition to the importance of these qualities.
- Protect Investment: Utilizing a maintenance plan to preserve your investment is similar to up keeping a vehicle. If you value the ERP software investment, it’s in your best interest to take care of it, and by doing so your business will run more efficiently.
- Software Updates: Regular software updates, enhancements, and deletion of obsolete capabilities should be bundled into yearly maintenance plan fees. Be alert to maintenance plans that will charge you a yearly subscription and/or an upgrade fee.
- Well-trained, Articulate, Live Customer Service Representative: A superior help desk and customer service department should provide you direct access to personnel that understand your industry and the full functionality of your ERP software. Be wary of a support plan that utilizes customer service representatives whom are specialized in too many other ERP software systems. Find an expert, preferably from the company where you purchased the ERP solution.
- Standard Operating Procedure (SOP) for Customer Service: Knowing ahead of time how your case will be addressed can relieve stress during a crisis. A maintenance plan should be able to provide you an SOP for their incoming support cases.
- Unlimited Cases and Tickets: When in need of support, it’s best to have unrestricted access to a representative vs. having to wait for the next month’s allotment or paying extra fees for them.
- Frequent Releases: Frequent releases to fix minor bugs are likely over the course of your ERP system’s life. A maintenance plan will address these minor bugs, allowing for the software to perform at its optimum level increasing your ROI.
It’s important to fully understanding the maintenance options that your provider offers.
Take the time to consider the value your staff and company will receive by having a quality team to support them. Also, work stoppages due to software issues cost manufactures time and money.
In closing, a sound maintenance plan will keep your bottom line resilient.
Kate Orbeck is on the marketing team at ProcessPro. She helps manage marketing programs for the ERP software company, a leading mid-market ERP software solution for the process manufacturing industry.