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It’s 3:00 in the afternoon. Do you know where your ERP software support team is?

Friday, December 11th, 2009 by admin

Over the past 6+ years, we’ve heard a lot of questions asked by a lot of different manufacturing and distribution organizations evaluating ERP software systems.  While the great majority of the questions are predictable and heard over and over, there have been a new set of questions that have surfaced recently that are now being asked consistently from prospect-to-prospect.

Do you outsource your customer support services?  Where does your customer support team reside?

These questions have largely arisen in the past six months or so.  Companies can’t afford to spend a substantial amount of time and money to select their preferred ERP software solution followed by another 3-9 months for implementation (depending upon the size of the business) only to realize their new software vendor’s support has been outsourced to a third-party organization who can hold the customer hostage for the long-term use of the new solution.

In many cases when support has been outsourced, those third-party organizations may have elected to move those services offshore to reduce the expense of providing such support.  In these cases, there can be language barriers to effective support, and the offshore support may be unfamiliar with commonly-used manufacturing and distribution industry terminology in the United States and Canada which further compounds the issues.

In TGI’s case, 100% of our implementation and support services for our Enterprise 21 software suite are delivered by full-time TGI employees who work out of our corporate headquarters in Toledo, Ohio.  Enterprise 21 is developed, sold, implemented, and supported exclusively by TGI, and we intend to keep it that way.  That’s what our customers can expect from TGI.