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American Fastener Journal, May 2004

Even your company "power user" might occasionally encounter questions he can't answer about your enterprise software solution. Reliable, comprehensive support can reduce downtime and help you enhance business processes - both of which can drive dollars to your bottom line. That is why it is important to choose a technology provider that offers different support options to fit all of your needs.

Telephone vs. Web-based Support

Most technology companies offer traditional telephone support, where you call a help hotline to discuss specific issues with representatives. Though many distributors are comfortable working on the telephone, this method of support can be inefficient. Not only are you limited to requesting for help only when representatives are available, but research reveals that it takes at least three to four phone calls to resolve an issue.

Though it can be convenient to pick up a phone and make a call, distributors are increasingly realizing the benefits of working over the Web. Some of today's more progressive technology companies offer Web-based support, which can entail either working with a representative via the Internet, or searching a solutions database to answer your question on your own.

When you used Web-based support to work with a company representative, you enter information about your issue via the Internet and correspond until you solve your problem - without worrying about missing phone calls or leaving voice messages.

You can also use Web-based support to search a database of existing questions and see how other people solved issues similar to yours. Solution databases can include everything from simple technical questions to step-by-step instructions for more advanced processes and are available 24 hours a day, seven days a week. This form of support is especially helpful for those times you are in the office earlier than - or later than - your technology partner's support staff.

Whether you use the Internet to work with a representative or search for a solution on your own, Web-based support enables you to work at your own pace, at your own level. Plus, you don't have to worry about being at your desk to take - or make - phone calls. It minimizes the time it takes to come to a resolution.

Real-Life Examples

The president of a Virginia-based distributorship uses Web-based support to help her work more productively. She gets the answers she needs on her own schedule. "I can enter my query via the Web and check back every so often to see if someone updates my case," she says. "Because it answers my questions unobtrusively, it gives me time to go about my normal duties."

An online solutions database came to the rescue of one Michigan-based distributor who ran into issues early one morning. "It was 5:30 a.m.," he recalls. "I printed off four solutions, and they helped me get the job done. I had all the information I needed, before the support center even opened."

Ideally, your technology partner should offer a combination of support methods, so you can choose what works best for you on any given day, at any time.

Ask the Right Questions

Of course, the support you receive from your technology provider is only as good as the people answering your questions. When choosing a technology provider, make sure that the people who will help you with your software solution have experience using it. Many software companies require employees to complete rigorous training programs that certify their knowledge of an enterprise software solution, and ongoing educational programs ensure that they keep up-to-date with the newest versions of your system.

Fully evaluating a technology provider's support offerings will help you increase your return on investment by ensuring that you get the answers you need - on your own schedule - from a team of experts.

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