EDI Insight: EDI Support Is Critical to You, But Is It to Your EDI Provider?

From Glenn McPeak, Principal, Data Masons, and supply chain expert with over 25 years EDI/ERP solution consulting, software product design and management.

When you evaluate and select ISV solutions to complement your ERP investment, a majority of the time your focus is on finding a remedy to a particular pain point. Unfortunately, this means that a majority of the time you focus mainly on the solution – its cost, integration, reputation, etc. – but what you may be doing in the process is diminishing the value of support as it relates to the ROI of your investment, and the success of your business.

Evaluating EDI solutions can be a daunting task with multiple solution providers claiming the same capabilities – integration, ease-of-use, outsourcing, etc. However, take it a step further and talk support and you’ll begin to see a wide gap between what different providers offer. It’s not about how quickly you can access your provider’s technical support line, or how many holidays for which they provide coverage, “support” goes far deeper and wider, from the solution’s design, integration, and then finally, to traditional support.

For example, when evaluating an EDI provider’s commitment to supporting your business, ask yourself, does the provider:

• Have a fully-automated solution designed to eliminate ERP customizations?
• Offer plug-and-play set up as opposed to a time-consuming, resource-heavy project?
• Employ a dedicated support team that keeps your business top-of-mind; and
• For Microsoft Dynamics, deliver day one support for any future version releases and updates, as well as ongoing support for Microsoft's sunset versions?

To protect your ERP investments and your bottomline, you need an EDI provider that makes your business, their business. This means having the dedicated, fast-acting support, including full compliance management services, required to maintain the competitive advantage EDI should deliver. With any other level of support, your business' EDI investment is at risk.

Compare EDI Solutions for Microsoft Dynamics and see how providers stack up against each other. And don’t wait to introduce the discussion around support, for if you do, you may find that it’s not that easy after all to get the answers you need when it comes to EDI and your business.