When using your ERP system, you frequently have questions that you would prefer to have answered as quickly as possible. Still, it is wise not to pick up the phone or send an e-mail immediately, but to create a ticket via an online support environment.
1. You will be helped faster
Tickets submitted through a support site are handled faster than questions by mail or phone. With a ticket, the support desk immediately sees which customer it concerns, which version of the software, a description of the problem, possibly supplemented with screenshots or attachments. As a result, the question can be answered immediately or forwarded to the right specialist. No emails back and forth to get complete information or phone calls that then have to be worked out for colleagues, but a complete file of your question or problem immediately, so you get an answer faster.
2. You will be better served
The support site provides structure. Tickets are submitted in a uniform manner, allowing for less misinterpretation than emails or phone calls. You can easily track ticket progress and add additional documentation or comments. And when multiple people are working on tickets, e.g. the support consultant, the business consultant and the technical consultant, they are all looking at the same information and no time is lost in transferring information.
"A support site offers more options than just submitting tickets."
3. You have perfect control over your organization's support usage
By using the support site as your primary means of submitting your support questions and requests, you know who is using it and what questions are being asked. You manage who has an account for the support site, see which and how many tickets are submitted, and have visibility into closed tickets. This prevents people from calling and emailing you want them to ask the question internally first. Also, questions are not unnecessarily duplicated. So you have control over who, how and to what extent uses ERP support within your organization.
4. You have more options
A support site offers more options than just submitting tickets. Some questions can already be answered in FAQs or documentation. Or you can use the possibility to have a support desk employee look at your screen. With a support site you can find an answer to your question yourself, or have the right employee(s) at your disposal very quickly. This is different with e-mails and phone calls, where you have no self-support and only 1-to-1 communication.
No more calling and emailing then?
The support site should not completely replace phone and e-mail support. Rather, it is a complement. An additional channel to be properly assisted in using the company's most critical software application. Calling is still allowed, e-mailing is still allowed. But for the fastest and best support, the support site may be a better alternative.
