Most software providers provide just that: Software. Unfortunately, software is only as good as its initial implementation and support allow. This is why it's critical to ask providers: “What does your support look like?”
Any business or organization that decides to upgrade their warehouse and fulfillment systems will face challenges. “Can I afford this?” “How do I decide on a plan?” “Will I have to implement the new system myself?” “How can I integrate this with our existing systems?” “How is the data upload going to go?” “What kind of response will I get if I have a question?”
Importance of “Support”
The answers to these are usually bleak, because most providers are only that—providers. They offer warehouse management system software to handle the logistics, but the implementation of that software is left up to the business itself to figure out. If any follow-up assistance is offered at all, it is at an additional cost.
More Skill Than Sorcery
Making such challenges disappear with the wave of a magic wand is impossible, but finding a provider that offers experience and expertise will make the transition easier. This means a service and support model with the following:
Help with Implementation
Not just “handing you the keys” when you purchase or move to a provider (unless that is really what you want) but will they take the time to learn your business and its challenges, and then recommend the best way to configure your workflows and get integrations going. Are they even identifying the pricing package that will work best for you not them?
Easy Data Upload to Get You Going
One of the most time-consuming parts of any implementation is getting existing data into the new system. Have they made this as simple and easy as possible—many times, the upload and verification can happen in less than a couple hours? Can they run side-by-side with existing systems, updating in real time, so that the transfer over is seamless?
24/7 Support and Emergency Coverage
Fulfillment operations cannot simply cease while waiting for a problem to be solved. For that reason, look for providers offering 24/7 emergency coverage. Furthermore, can you flag when a question or issue constitutes an emergency...To You, allowing them to prioritize appropriately.
All Features, All the Time
Not only should emergency coverage come with every pricing plan, but every feature should as well. Pricing plans adjust depending on the number of users and number of warehouses, not on the specific features you unlock. This means that even a solo entrepreneur just getting started can use an application to its fullest potential, right out of the box. When it comes to setup and service, do they make distinctions between “big” clients and “small” clients?
What Folks Are Saying
When it comes to support and service offered by a provider, no one tells it truer than their current customers. Researching reviews of providers will offer you real insight into how they measure up and if they practice what they preach.
As a partner, Infoplus provides the personal contact, the implementation processes, and the post-implementation support that’s simply not available from other sources. They may well hand over keys and say good luck. Infoplus will hand over the keys and say let’s go for a great, long ride together. Here are what a couple clients are saying about Infoplus.
From a review by “Ricardo”:
And another, by “Michael”:
As a partner, Infoplus provides the personal contact, the implementation processes, and the post-implementation support that’s simply not available from other sources. They may well hand over keys and say good luck. Infoplus will hand over the keys and say let’s go for a great, long ride together.