Software Support for Retail - Even the Best can Fail Without it!
Software support for an organization implementing a new retail ERP system is always a major point of concern. Even with a mature, installed retail ERP, support is essential as time lost in chasing support issues is costly. The experience can be further ruined if there is downtime at the shop or warehouse. Retail depends on selling and moving things quickly and during a festive season the rush of deliveries can trip up even a strong software or process. At this time, support is critical.
Issues faced like barcode is not scanning, server crashed, problem in data syncing, billing stops, etc. This is where instant and smart software support comes into play.
Each retail ERP vendor have its own support models for its retail software systems. Some have their in-house support team and some have it outsourced to third party affiliates. These affiliates are the first-line in support and represent the vendor. Benefit of an in-house teams lies in faster comprehension of the issues and in affiliate, business users have to communicate details, due to which knowledge gaps may persist. Hence, response time could be much faster for OEM supported products than reseller supported products.
Thus, the companies depend not only on the software, but also on the experience of the team supporting those solutions.