You should take the time during the selection process to understand the customer service support plans available when purchasing a new ERP system. Here are some support-related questions to consider asking:
1. Who would be providing your support — a dealer or a developer?
Typically, you are assigned a dealer who you call with questions. One advantage of a dealer is that they may be local and can provide on-site support. However, dealers may not have all the credentials, licensing, and access codes necessary to fix or modify your system. Having a developer assist you is beneficial because they know the product extremely well — they build it every day — and can make changes with the necessary access and permissions.
2. Will you be assigned a specific team to help during the implementation process?
Having one consistent team assist you throughout installation and training makes getting the right support much faster. With many ERP providers, you work with a general customer service department during implementation and may not receive ongoing one-on-one attention to specific issues.
3. Is the customer support based in the USA?
If so, having your questions answered can be faster and more convenient.
Carillon® ERP was proudly developed in the USA and is committed to providing US-based customer support. Carillon will assist you throughout the entire implementation process. With the installation of your Carillon® ERP software, you will be given one dedicated team that works alongside you — onsite during implementation, and following up onsite periodically even after your implementation is complete. This team includes a software developer who builds and tests Carillon® ERP every day, a quality assurance staff member who can test scenarios and answer questions along the way, and a senior manager who can advise you on the best approach for implementing changes to your system.
This makes your support team experts not only in how Carillon® ERP works, but also in how you are using it. For more information, please see our Expert Support brochure. To schedule a demo, please contact us.