- Micha Rüegger
A service engineer from a major technology provider for manufacturing software once received a call from a user. This complained that he could only correctly recognize things on his monitor, if he rested his head on the desk. After the monitor has been rotated by 90 degrees by the support team, the problem was solved. Not all support requests are as easy to handle as these. It is not uncommon for users to be quite blamed for errors, there resulting from the improper use of physical or digital products. The experience shows that aftersale service is becoming increasingly important when we purchasing production software. In this blog post we take a close look at the topic and show you why you should not underestimate this criterion when investing in software.
There is no perfect software – Perfect care for problems already
For very complex purchases, for example an ERP or CRM system, you have to look beyond the original purchase price in order to be able to assess the true benefit. When examining the acquisition costs, it is therefore advisable to consider the customer service offered. Even the best software and equipment in the world will inevitably have teething troubles or disruptions. Especially in these moments, the need for a mature customer service becomes clear. But there are other reasons for considering aftersale support before purchasing a new system.
Good service ensures continuity in business operations and reduces risks
Every company has experienced the day of damnation, when a program turned out in the worst time. Such incidents are inevitable in manufacturing environments. But the truth is that these situations are manageable with a reasonable level of aftersale service. Suppliers with experienced service and support departments can quickly transition to equipment installation or remote repair in the event of a breakdown. The disturbances for the operation are thus minimized. But it gets better.
Long-term cost savings and effective production processes
An old proverb from the sports world says, that a little short-term pain is often reflected in long-term gains. Invest a little more for a superior product with excellent support. This gives you a much higher ROI than constantly exposing yourself to the endless cycle of buying cheap software that suffers from outages and, in most cases, is no less expensive than its high-end alternative due to the numerous problems.
After the purchase is before buying – Tie customers by taking care
Before investing in new software, consider aftersales support as a purchase criterion. Then you have the chance to develop sustainable software workflows and thus ensure the operational success for the coming years. The MySolutions Group supports manufacturing companies from the implementation of production software to aftersales support. Whether it's an unfavorable screen or a complex programming problem, MySolutions guarantees its customers sustainable business productivity. Visit us on the web or call to learn more about our products.