Support is critical when using ERP software. After all, you want to get maximum benefit from the system. There are many ways to ensure that you are helped quickly with your questions or problems regarding your ERP system.
Solve it yourself!
Nothing is quicker and easier than being able to answer your question yourself. There are more and more opportunities for self-service with ERP software. Some examples:
- FAQs: you may find the answer among the 'Frequently Asked Questions' of your software partner
- Work instructions: herein are processes explained step by step, from start to finish, understandable for any end user. These can also be integrated into the ERP system as video instructions, totally convenient.
- Tooltips: informative text that appears as soon as you hover the cursor over an item or field
- F1 help function (think Microsoft Office): click F1 for direct support and explanations related to the module or table you are moving into as a user.
- Google: if you work with a widely used ERP system, chances are you can find information online through forums, videos or user groups.
Ask a colleague
ERP software is used throughout the organization. So when you don't know the answer, you can always consult your colleagues:
- Key users: the key users or core users have played a prominent role in the implementation or upgrade of the ERP system. They contributed ideas about the business processes and functionalities of the system.
- IT department: Can't log in anymore? Is the system slow? If your question is technical in nature, it is best to consult the internal IT department.
- Process specialists: if you get stuck in a process, find out which colleague specializes in that particular process. Who performs it daily and therefore undoubtedly knows what to do?
Ask the ERP partner
Of course, there is always your ERP partner you can ask for help:
- Support portal: Many ERP partners provide an online portal where customers can find the answer to their question or ask their question 24/7.
- Support deskThe support desk can answer your question directly or ensure that your issue is brought to the attention of the right specialist.
- Consultant: The consultant knows the software as well as the processes like no other and is therefore the right person to solve any problem for you.
Tamara de Jong is Product Development Coordinator at Dysel and monitors the product development process from idea to end result.
