The ERP system is the organization's most mission-critical application. When you encounter problems or have questions, you need to be helped quickly. But how do you ask the question? Submitting a support ticket with complete information helps ensure quick and adequate support.
What you can do yourself
Before you ask your question about the ERP system to the support department, there are some things you can do yourself. That's still the fastest way to the answer to your question:
- Consulting documentation: check process flows, manuals and work instructions.
- Asking your close colleague for help: your immediate colleague who uses the same functionality might know how to do it.
- Asking the key user or first-line support in the organization for help: the key users are the ERP specialists in their own organization with the most knowledge of the system and business processes.
When you approach the support desk
If you do need the help of the support department, then by providing complete information, you can increase the chances of getting fast and adequate support:
- General information: customer, company, location, user, date, time, server, files, screenshots, etc.
- Description: "I did THIS, expected as an outcome THIS, but got THIS."
- Context: Where in the system did this happen? At the completion of which transaction? What special circumstances were involved?
- Reproducibility: the error or problem can be reproduced by the support department in the environment they have access to.
In summary, it is important to provide complete information about your question or problem including background and circumstances and if possible reproducible for the support desk. Simply saying "I press 'Send' but nothing happens." raises more questions rather than providing an answer.
"When selecting an ERP system, support is one of the most undervalued evaluation criteria."
What's important with your ERP partner
But of course, top quality ERP support is first and foremost about your ERP partner. When selecting an ERP system, this is one of the most undervalued evaluation criteria. While for successful use of the ERP system it is very important to be well supported. How is your ERP partner doing on the following issues?
- Support desk accessibility: Can you only send an email or create a ticket? Or can you also reach the support desk by phone? And are you only helped during office hours or can you (for e.g. urgent matters) also count on support at unusual hours?
- Application of a support portal: An online environment where you can go 24/7 to find the answer to your question yourself, submit support tickets, track the progress of tickets and many more features. A support portal or support site is a clear added value.
- Experienced, multidisciplinary staff with industry knowledge: Do your support tickets go to an external help desk or are they experienced employees who know your industry and your company well? And what skills and knowledge does your ERP partner have? Preferably all disciplines are in-house, such as knowledge of IT, business processes and the application.
- An SLA or contract with agreements and conditions: A Service Level Agreement or contract provides guidance and clarity for both parties. After all, you know what to expect.
For the best support of your ERP system, the qualities, knowledge and facilities of the ERP partner are crucial. But you yourself can also contribute. By first looking for the solution or answer yourself and when that fails by providing as complete information as possible in the support ticket.
