With Ingold Solutions, you can get the most out of your ERP investment
Not all SAP Business One partners are the same. If you feel that you're not getting the most out of your solution, or you'd want a new perspective on how your system is handled, here are our top three tips for finding the best SAP Business One support partner.
1. Long-Term Value and Growth
You'll want to make sure you're constantly getting the most out of your SAP Business One investment. If you've already seen a Return On Investment (ROI) from your solution, you're off to a great start. However, there are still vital ways to get long-term benefits from your support partner.
Your SAP Business One consultant should be just that: a consultant. Always seek out a partner that can provide advice on new features or functionality that will assist to streamline operations. If you feel more like a sales target than a valued client, it may be time for a change. Look for someone who can design a roadmap for your solution and support the complete ecosystem of your system. If you are looking for a trusted SAP Silver Partner, then the name is Ingold Solutions.
2. Reassuring Support
Minor system faults may have a huge impact, so having access to a skilled and efficient support team is critical if you want to minimise disruption. You should not be disappointed when support calls are logged but never handled or charged when you contact to discuss an issue.
A boutique-style approach to support can provide a more agile response, allowing problems to be solved more efficiently by offering access to the right people the first time. What's the point of paying for a support contract if your provider can't address the problem in-house and needs to "escalate" the issue all the time? If your partner isn't resolving 90 percent or more of support tickets in-house, this might be a red flag.
Every support partner will have an SLA in place, but measuring performance against the SLA is a great approach to determine how effectively your needs are being met. One critical performance metric is reaction time. How often is your question resolved on the first contact? How frequently does this lead to three or more engagements? When it comes to minimising downtime, experience counts, so make sure you speak with someone who understands what they're talking about right away. Overloaded support departments with inexperienced call takers increase both the cost and the friction of the process.
3. Timely Delivery
The time it takes for new projects to be delivered is one of the most critical issues that existing end-users face. Nothing is more frustrating than inquiring about an intriguing new feature or innovation and then having to wait months to get it. It's also critical that your partner is honest when it comes to setting expectations, not just for project timeframes and costs, but also for desired outcomes.
We at Ingold Solutions think that SAP Business One support is more than merely answering the phone from 9 to 5 on weekdays. We are dedicated to the long-term success of our clients who have made an investment in our services. We want to be more than simply a service provider; we want to be a reliable advisor.
Want to learn more about how Ingold Solutions can help you deploy or maximise your investment in SAP Business One? Get in touch with us today
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