Enterprise Resource Planning (ERP) systems play a critical role in streamlining business processes, enhancing operational efficiency, and driving growth. However, some ERP clients find themselves in a frustrating situation when their Value-Added Resellers (VARs) abandon them. This blog explores the reasons behind such abandonment and sheds light on the impact it can have on ERP clients. Understanding these factors can help businesses make informed decisions when selecting their ERP vendors and VARs.
Lack of Proper Vendor-VAR Alignment:
One common reason for ERP client abandonment is a misalignment between the ERP vendor and the VAR. When the vendor and VAR do not share the same goals, values, or commitment to customer success, it can lead to a breakdown in communication and support. This misalignment often results in poor service quality, delayed response times, and limited assistance in critical situations, leaving ERP clients feeling neglected and abandoned.
Limited Expertise and Resources:
VARs are responsible for implementing, customizing, and supporting ERP systems for their clients. However, some VARs may lack the necessary expertise, skills, or resources to effectively deliver on their commitments. Insufficient training, inadequate technical knowledge, or a shortage of qualified staff can hinder the VAR’s ability to provide the level of support and guidance that ERP clients require. As a result, clients may feel stranded, struggling to resolve issues or optimize their ERP system to its full potential.
Shifting Priorities and Focus:
VARs often serve multiple clients simultaneously, which can sometimes lead to a loss of focus on individual client needs. In some cases, VARs may prioritize acquiring new clients over supporting existing ones, leaving the latter feeling neglected. This shift in focus can result in reduced support, delayed updates, and a lack of ongoing communication, ultimately causing ERP clients to feel abandoned and undervalued.
Inadequate Communication and Transparency:
Effective communication is the cornerstone of any successful client-VAR relationship. However, when communication becomes infrequent, unresponsive, or lacks transparency, it can significantly strain the relationship between ERP clients and their VARs. Lack of clear information about system updates, bug fixes, or ongoing support can leave clients in the dark, further exacerbating their sense of abandonment.
VARs may be motivated by financial incentives tied to initial ERP implementations rather than long-term client support. After the implementation phase, when the bulk of the revenue has been generated, the VAR’s level of dedication and support may decline. This approach can leave ERP clients feeling disillusioned, as they expected ongoing assistance and guidance throughout their ERP system’s lifecycle.
Being abandoned by a VAR can be a frustrating and disheartening experience for ERP clients. It is essential for businesses to carefully evaluate their potential VARs before committing to an ERP system. Seeking out vendors and VARs that prioritize customer success, demonstrate a strong track record of support, and exhibit transparent communication can help mitigate the risk of abandonment. Building a strong and mutually beneficial relationship with the VAR is crucial for leveraging the full potential of an ERP system and ensuring sustained success in the long run.
Reach out to ACI Consulting if you require ERP systems support.