The levels of ERP software support

13/04/2018 - Wilbert Schreurs

If you have questions or problems with the ERP system in your organization, you want to be helped quickly and adequately. After all, you do not want to be obstructed or delayed in your daily activities. Fortunately, there is always someone who can help you.

You can resolve more yourself than you think

Sometimes the solution is closer by than you think. Check carefully the steps you have taken, which data you use and whether this is in line with the procedures. Also take a good look at any error messages that you get. You may have forgotten to fill in a field, entered a wrong value, or skipped a step. For most ERP systems, there is also documentation available that you can consult, either within your own organization or at the ERP partner.

Ask the specialists in your organization for help

Every organization has one or more users with top level knowledge of the ERP system. For example, the IT department, the project manager during the implementation, the key users per department or the smart people who have quickly worked their way up to experts. They are your first point of contact in case of problems. It is of course pleasant that you will have short lines of communication with these colleagues. And your colleagues know better than anyone else what your job involves and they will quickly understand your problem or question.

Report your issue at the support desk

If you do not get the answer you need within your own organization, you can of course always contact your ERP partner. The support desk is your first external point of contact. Here you can often report your issue in multiple ways (telephone, mail, web portal). The support consultant might answer your question immediately, refer you to the documentation you need or send the issue over to a colleague. Formulate your question / problem as clearly and completely as possible. How did you get into this problem? Are all users running into this? Which settings are used? Can you clarify the situation with screenshots? When your problem can be reproduced, you make it easier for the support consultant to come to the right solution.

There is always the consultant who knows what to do

The software consultant combines knowledge of the software with process knowledge and knowledge of your industry or organization. He or she knows how the processes should run in the system and where things go wrong. It is very likely the consultant knows what the best solution is to your problem. You can be helped back on track with a good answer to your question. Or you will need to change the way you work, use different settings, or changes in the software can be necessary. Solutions with high impact, such as custom-made functionalities or process changes, can have advantages and disadvantages and will therefore first be discussed with you.

Wilbert Schreurs is Support Consultant at Dysel and helps customers with successfully using Dysel’s software solutions.

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