How does an ERP vendor help when a user runs into problems during use?

In using an ERP system, users may find that when they perform a transaction, sometimes a document gets stuck and cannot be processed, or the system flags an error and prevents the user from proceeding to the next step. In such cases the ERP user cannot continue working in the system.

In this case the user need not panic or worry, because here the ERP vendor must have a team to support system users.

When various problems arise in accessing the system, the user must report to the ERP vendor’s IT Support team, then report the problem that occurred.

The user should take screenshots of what steps they took and what the results were, then send the information to the ERP vendor’s IT Support team.

The ERP vendor’s IT Support team will receive the various problem information and classify the type of problem — whether it’s a general question-and-answer issue that the IT Support team can answer directly,

or a problem the IT Support team must forward to the development team to consult and find a way to solve.

If it’s a problem the IT Support team can answer and provide initial information to solve directly — for example, the IT Support team can remote in to view the system on the user’s screen and fix the problem for the user —

then in this case the user gets the problem fixed immediately. Problems that can be fixed immediately by remoting into the user’s screen include, for example, selecting the various conditions in the system incompletely or incorrectly so the document cannot complete the transaction.

But if it’s another technical problem, such as a bug in the system, or the user wants certain functions added or reduced so they can use the ERP system at greater efficiency, then in this case, once the user has reported the information to the IT Support team, the IT Support team will take all the information they have to consult with the ERP development team.

The ERP development team will then analyse how feasible the user’s request, or the system problem that needs fixing, is, and what the timeframe for the fix would be.

If it’s feasible or can be done, the IT Support team will consult with the ERP development team to find a way forward and a feasible completion-time conclusion.

The IT Support team will then notify the user of the conclusion and the various approaches.

In summary, the ERP vendor has an IT Support team to receive the various questions or problems arising from system users’ use of the ERP system.

The ERP vendor’s IT Support team must then act as the communicator, both with the system user and with the ERP development team, to obtain accurate information and problem-solving approaches, and to ensure a shared understanding among all parties.

So if a system user gets stuck on various problems in using the ERP system, the IT Support team is the first one the user will communicate with to get a way to solve the problem.