Determining which new Transport Management System to buy is a long, arduous process of establishing criteria, comparing systems, evaluating their performance, identifying compatibility with individual demands, flexibility of adjustments and overall features.
But one fundamental criteria is regularly omitted when it should be a paramount feature – customer support. Customer support should be far more than simply the usual after-sales service by the software provider. Customer support is an essential component to fully leverage the potential offered by an advanced, innovative system that is designed to drive progress and move the customer forward. Utilizing, indeed capitalizing, on the possibilities of a new system is the impetus for change in the first place. The desire for greater efficiency while simultaneously increasing services and options for existing customers and enticing new prospects.
Roll-out of new software is accompanied by intensive staff training, following this there is a period of acclimatization and development of improved routines to streamline day-to-day operations. But this is only the beginning. The implementation of new software must be regarded as an investment not just a change. The goal is to achieve growth and increase profitability, a race to get return on investment in the shortest period of time and ensure a company’s successful future. First rate support is crucial to reaching these goals.
Support is not a feature in itself, and should not be considered a simplistic process of bug-fixes and troubleshooting. Software support is not like servicing a vehicle where a quick trip to the garage for some replacement parts and a little lube make all the difference. Support, as we understand it, is an ongoing process of presence, contact and interaction with the customer, enriched by depth of forwarding expertise which makes support a real key feature. Any vendor not offering this kind of service clearly has a shallow, trouble-prone solution.
Support as a product key feature that turns a business relationship into a real partnership. This is why depth of support and quality of support should be considered from the very beginning, prior to software acquisition. Making a decision without thorough analysis of the quality of support is the first step in the wrong direction. It can take months for poor support to fully manifest itself and result in years trapped in an unpleasant solution, risking financial loss and business stagnation. When the time comes to make up your mind, think of software as a long-term partnership.