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The difference between ERP Consulting and ERP Support (after-sales service)
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In the world of enterprise resource planning, or ERP (Enterprise Resource Planning), the terms Consulting and after-sales service (Support) are two key roles that differ clearly, yet many often confuse. This article helps clear up the confusion and points out the main differences between the two functions, so an organisation can choose the right service.
💡 What is ERP Consulting?
An ERP Consultant is an expert who plays a role from the start of the project (Pre-implementation), or when an organisation needs a major enhancement (improving/expanding the system).
Main roles and responsibilities:
- Analysis & Design: Understand the organisation’s current business process (As-Is) and design new ways of working suited to the ERP system (To-Be) for maximum efficiency
- Configuration & Implementation: Configure the ERP system to align with business needs, including customization or developing additional reports as needed
- Knowledge Transfer & Training: Give knowledge to Key Users and general users so they can use the system correctly and understand the new process
- Project Management: Plan, control, and track project progress to completion on schedule and on budget
In brief: The consultant is the builder and the foundation-layer of the system, focusing on solving problems at the structural and business-process level.
🛠️ What is ERP Support (after-sales service)?
ERP Support is the team responsible for maintaining the system and fixing problems that arise after real use (Post Go-Live).
Main roles and responsibilities:
- Daily Troubleshooting: Help users fix errors, access issues, or behaviour that isn’t working as it should
- Minor Enhancements: Make small changes or configuration adjustments per needs that arise during use, such as adding a new account or adjusting a document form
- Proactive Maintenance: Monitor system performance, patch updates, or version upgrades so the system runs continuously and securely
- Usage Guidance: Advise on correct usage for unusual situations or problems users aren’t familiar with
In brief: After-sales support is the caretaker and the maintainer of the system, focusing on the stability and continuity of day-to-day operations.
| Comparison aspect | ERP Consulting | ERP Support (after-sales service) |
|---|---|---|
| Timing involved | Before go-live (Pre Go-Live) and major projects | After go-live (Post Go-Live) and daily use |
| Main objective | Build / improve the structure to increase business efficiency | Care for / fix problems to keep the system running continuously |
| Scope of work | Analyse process, design, install, major customization | Fix errors, answer usage questions, maintain, minor updates |
| Frequency | Project-based, with a start and an end | An on-going service — daily/monthly/annually |
| Skills emphasised | Business acumen, project management, systems analysis | Deep technical expertise, troubleshooting, communication |
🎯 Conclusion: which service to use, and when?
- Hire an ERP Consultant: When you’re about to install a new system, want to make a major change to your work process, or add a new module to the system
- Use ERP Support: When the system has gone live and you want maintenance and fixes for problems that arise in daily use
Understanding the difference between ERP Consulting and ERP Support helps an organisation manage its budget and resources efficiently, and makes the investment in an ERP system benefit the business in the long term.