The value of self-service in ERP software

Providing quality support is critical when it comes to ERP software. Users want to be helped quickly when they encounter a problem or have a question about the software. An expert service desk that can easily be reached by phone and email is of course a must. But equally important is self-service: enable customers to help themselves without personal contact with one of your employees. Quick and easy.

Self-service increases customer satisfaction

Self-service is often seen as an impersonal and cost cutting way of providing service. But if integrated correctly in the overall support strategy, self-service is an excellent way to enhance the customer experience. Research shows that 75% of customers say self-service is a convenient way to address customer service issues and that 67% even prefer self-service over speaking to a company representative. And why? Because it is fast, easy to do and accessible 24/7.

Self-service in ERP software

Sending a manual is not the right way to enable self-service for ERP software users. A better choice is the deployment of a support portal or customer portal with answers to frequently asked questions (FAQs), the latest manuals and information or news and updates. But even more effective is a support function that is fully integrated in the ERP system. Think about:

-   F1 Help (just like Microsoft Office): simply click F1 for direct support and explanation regarding the module or table where you are at.
-   YouTube instructional videos: this can be integrated into the F1 Help
-   Tooltips: informative text that appears when you hover over an item or field with the cursor

Satisfied end user

It is all about providing optimal support to the end-users of the system. Self-service makes it easier for the customer to get the most out of the software.

Want to know my complete vision on self-service with ERP software and what the possibilities are both now and in the future? Send me a message and I will contact you.

Tamara de Jong is Product Development Coordinator at Dysel and monitors the process of product development from concept to end result.

Tamara de Jong

Product Manager

Tamara de Jong has been working at Dysel since 2016. In the role of Product Manager, she is responsible for the development department, monitors the quality of the software and sets priorities for new developments. Tamara is passionate and accurate. Together with her team she strives for top quality, always in cooperation with other teams and with the interests of the customer first.

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