Your post-implementation ERP support might be a mess...
Too often in a sales cycle, prospective customers are sold one of two models for post implementation support. Either you’re told that the original implementation team will always be available for support, or that you will be transferred to a dedicated support team that will handle all your requests. Neither is an ideal solution — here’s why.
The Implementation Team Support Model: All too frequently, ERP providers (often of the smaller “boutique” variety) speak to the merits of having your implementation team be dedicated to you for post “go-live” support. Why? Because it sounds good — at first — and often helps close the deal.
But this model rarely works well long term. Implementation teams, well, they implement. There will inevitably be a time when you have an urgent issue or request and you will find that your consultant or developer is too busy working on another project.
Of course, your ERP provider will direct you to another consultant (assuming one is available), but this consultant often has zero familiarity with your solution, and there's little documentation of your project to help get them up to speed.
The Dedicated Support Team Model: At the other end of the spectrum is the model where the customer is transferred to a generic support team once the implementation team has completed the project. The sales rep often presents this model using colorful PowerPoint slides that depict the global reach of their support team, complete with a ticketing system, 24/7 coverage offerings, and 30-minute response times.
While these are all great benefits to have, this model also often becomes unsuccessful. Large global support teams are typically required to service too many customers, in varied industries. This makes it hard for them to speak and understand the customer’s industry language.
Also, large support teams often do not have detailed project documentation of your unique processes, configuration, modifications, etc. This frequently leads to the customer spending precious time educating the consultant about their business — usually during a crisis, when time is of the essence.
So, if both models have severe pitfalls, what should prospective customers look for in post “go-live” support? Enter the hybrid model.
The Hybrid Model: ColumbusCare
Our hybrid model is called ColumbusCare, and it’s been developed based on feedback and experiences from managing client’s critical applications and infrastructure for over 30 years. While the benefits are many, here are three reasons why this approach results in the most post-implementation success:
- Superior Documentation and Knowledge Transfer: Throughout the implementation process, Columbus consultants, developers, and project managers are constantly documenting any unique business processes, configurations, and integrations that are critical to your success. As your implementation nears completion, Columbus embeds a ColumbusCare consultant into the implementation team to begin learning your business and meeting your team.
- Easy Access to the Implementation Team When Needed: Though our dedicated support team and knowledge transfer process allow us to provide support 24 / 7, sometimes you want access to the original implementation team. In other organizations, this isn’t possible or takes days/weeks. With ColumbusCare, we have documented (and automated) a process to pull in the consultants or developers that worked on your project quickly.
- Service Delivery Management: Keeping track and managing one or two support requests is not a difficult task. However, what happens if you have a list of support and training requests that need to be managed? And what happens if those requests are spread across cloud infrastructure, ERP, CRM, Business Intelligence, and other critical applications? All these moving parts can be a management nightmare. Fortunately, ColumbusCare offers a team of Service Delivery Managers dedicated to helping you succeed. Your Service Delivery Manager will meet with you regularly to provide status updates of your current tickets, reporting to ensure we are meeting agreed upon SLA’s, and coordination between your teams and Columbus’ resources.
Fortunately, ColumbusCare offers a team of Service Delivery Managers dedicated to helping you succeed. Your Service Delivery Manager will meet with you regularly to provide status updates of your current tickets, reporting to ensure we are meeting agreed upon SLA’s, and coordination between your teams and Columbus’ resources.
Whether you’re looking to begin a new implementation with Columbus, or seeking world class support of your existing system, Columbus is here to help.