Using ERP support correctly: effective and economical

An ERP project is like a small child. Barely on its feet, it wants to start running. The frustration is great when the first wobbly steps end up on the seat of the trousers. It takes stamina to keep going. And often a helping hand.

ERP support with consideration

In the case of our ERP offspring in the form of a supporting provider. However, this support is often cost-intensive beyond the project, as ERP support and updates are often only contractually agreed in small parts and included in the ERP budget plan. This dependency on the provider can quickly become a running cost for the company. However, you can take precautions to keep ERP support within normal limits.

A contract for ERP support

One promising option is to negotiate a customised contract, including for ERP support. This means that you do not sign a contract based on the provider's templates. The points included are often more relevant from the provider's point of view and consist of standard services that have not been customised to your needs. In the long term, for example, it is also more important to negotiate a good price for updates than to set up the software once. It is also important that you find out what is important to you (Process analysis) and also record this exactly (Specifications). Because the provider, no matter how experienced, often cannot know this.

ERP - Defining values and objectives

To avoid any disputes after the project has been completed, you should also specify how it can be determined whether the expectations have been met. It is also important how this is determined and who is authorised to do so. Often a system availability of 99.9 % is guaranteed without defining availability. Maintenance times, for example, are not taken into account. If a success value is defined, you know what you can expect and the provider knows what to focus on. If you have difficulties determining the success value, take your Objective to help you. If you know what you expect from your ERP system, you can also define what it needs to do.

Flexibility instead of contractual rigidity

It is usually the case that changes to the project planning, objectives and the implementation itself still have to be made during the project. This is why the contract should be flexible enough to be amended at any time. This saves a lot of time and cost-intensive processing in the finished system afterwards. With this in mind, it is advisable to consult the contract occasionally during the project and check that it is consistent with the project schedule.

Communication is everything

It is also important to maintain communication between the customer and provider - and not via email. Schedule regular meetings to discuss which support steps were helpful and which still need to be improved. The contract can then be adapted to the results. In this way, support always remains effective and is deployed in the right place.

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