What erp o & M services do enterprises need?

 

Why do customers leave us? Because you don't get what you want, it often has nothing to do with the price. 45% of customers leave because of "service reasons", 20% because no one cares about them, 15% because they find cheaper prices, and 15% because they find better products; 5% leave is due to other reasons.

This indicates what the problem is. After the Information System is launched, an enterprise needs to respond promptly and provide professional O & M services. As long as all the problems faced by the ERP system are solved, the customer recognizes the account. The following is an interview with the business department manager of a real estate company:

1. How can I import information such as the house, area, and price when opening tomorrow?

A: Call me in the morning. In the afternoon, someone from my will guide me.

2. How can I adjust the parameters of business options?

A: Call me in the morning. In the afternoon, my people will come to adjust the number.

3. What should I do if I have to hand over the house?

A: Call me in the morning. In the afternoon, my staff will handle the problem.

4. The printing format of the receipt has changed a little bit. How can this problem be solved?

A: Call me in the morning. In the afternoon, my staff will handle the problem.

......

......

5. Do you usually do not maintain the system yourself?

A: We only pay for, use, and maintain the service. We will call in the morning and my staff will handle it in the afternoon.

 

From the above dialogue, we can see that the enterprise's O & M service requirements for ERP are very simple:

1. Timely: if there is any problem, the user calls the phone in the morning and the service provider will handle it in the afternoon. What the enterprise wants is the timely rain. Think about what problems the Enterprise will encounter when using the system, it is an urgent task. If it takes three to five days to handle it, will the business department be satisfied? The business department is not satisfied with the system services. At this time, it is natural to put pressure on the CIO. But can CIOs have a trick? Not necessarily. At this time, we have to repeatedly emphasize the service quality with software vendors. However, the service quality is directly related to the service capabilities of software vendors, and the improvement of service capabilities is not an overnight task.

2. Major: What is professionalism? All problems related to the ERP system, including software functional problems, enterprise process setup problems, report and document format problems, should be handled by the Service consultant of the software vendor. These problems often involve the management field of enterprise operations, which requires service consultants to have a deep understanding of the customer's industry. Otherwise, a service consultant came up and asked the business staff: What does the area compensation calculation mean? Why do we need to do this? Do business department staff not feel dizzy on the spot? It's not just a "chicken talking with Duck.

3. Active: In this conversation, we talk about the use of enterprise systems and adopt passive responses. However, there are more active methods, that is, software vendors need to regularly inspect the system, which is like the need for maintenance of automobiles. ERP systems also need to be regularly maintained. Only regular maintenance can ensure that the application of ERP systems is in the optimal state, it is better to work with enterprise operation management. At this time, it is very important to take the initiative to inspect and troubleshoot problems, and provide corresponding application improvement solutions based on the problems.