Finance and ERP are business-critical systems, therefore the support for these must be treated with comparable priority.
The nature of ERP is is complex and it addresses the processes of the entire operation; from finance, to customer experience, to procurement.
Therefore, a distinct set of skills, both internal and external, is required to ensure the smooth operation and consistent delivery of support to the business.
Support of these systems is not the place to cut corners on a contract. System support should be a primary driver in selecting a business partner for an ERP project as you will be looking to work with the partner for many years after the implementation.
Unfortunately, these business relationships don’t always succeed, or stand the test of time, for various reasons. Throughout the project or thereafter, businesses change – both the partner and customer – and these changes can necessitate a move from one implementation and support partner to another.
Key drivers to a customer wishing to review the market can include:
Technical Knowledge Gap
Typically, this is a shortfall on the part of the partner. Being unable to support the customer with either the products in use or the market-specific environment that the customer is operating in e.g. Pharmaceuticals, Food and Beverage, Financial Services, etc.
Internal Requirement Change
A change in the customer’s team (rapidly growing business, leavers, etc.) means that internal knowledge is lost and the previously adequate support arrangement is no longer sufficient.
Development Capability
Not all support partners have the longevity with a product, the mono-focus, or the development experience to be able to modify and customise the solution to the extent that the customer may wish. Expert consultants and developers are the backbone of any reputable professional services partner.
However, each partner has a priority on the types of projects that they can deliver. Not all partners can deliver complex integrations, bespoke development, or detailed configurations of the Sage X3 solution. So, be mindful to research this if this is something your business requires or may require in the future.
Some businesses choose to use their own development resource to customise their Sage X3 solution. At Mysoft, we are able to offer full support to customers who prefer to programme their solutions in-house. This accommodating factor sets Mysoft apart from other UK support partners.
Service Quality
A common reason for migrating partners is when a customer does not feel as though they are being treated with adequate priority. Or that the service level from their incumbent supplier has dropped below an acceptable level.
Cultural Fit
As with all business relationships, a good level of compatibility within the teams is important to ensure that the right outcomes are reached and all parties are content with the relationship. Some customers will want to work with larger corporates, some will want to work with smaller, more niche providers who specialise in a particular set of verticals.
Why Choose Mysoft as your Support Partner
At Mysoft we focus on helping your company to achieve the highest level of efficiency and agility possible. Our extensive and diverse experience in understanding ERP allows your business to unlock its full potential using Sage X3. Our expert team combines advanced Sage X3 knowledge with a wealth of real-world business, financial and IT experience.
Support Experience
Mysoft is UK’s first Sage X3 partner, with over 400 years of experience on the platform collectively. Working with Mysoft means you are working with the most experienced team of Sage X3 professionals. All our support agents are highly experienced with Sage ERP, and undergo regular training.
Depth Of Knowledge
Mysoft only implements and supports Sage X3 and its eco-system, and with our large team and deep experience on the platform, we are confident that we are one of the leading X3 partners globally. We live and breathe Sage X3.
Relationship With Sage
Mysoft leverages our long-standing and close partnership with Sage to ensure a speedy and satisfactory outcome for our support customers.
Fast Response Time
Mysoft will respond immediately to Category 1 tickets, and at within only 5 hours on Category 4 tickets.
Ease Of Contact
Whether you prefer to phone, email or log in to your ticket on our support portal, we are here to assist you.
In-House Expertise
Only ~2% of tickets raised with Mysoft go to Sage; so almost all tickets will be resolved quickly by Mysoft – allowing your business to continue uninterrupted.
