How can you ensure your post-sales support is aligned with customer IT infrastructure?

1 Understand your customer's IT environment

Before you deliver your ERP solution, you need to have a clear understanding of your customer's IT environment, including their hardware, software, network, security, and compliance requirements. You can use tools like surveys, interviews, audits, or assessments to gather this information and document it in a pre-sales report. This will help you design and configure your solution to fit their IT infrastructure and avoid potential compatibility issues.

2 Establish a support agreement

A support agreement is a formal document that defines the scope, level, duration, and cost of your post-sales support services. It also specifies the roles and responsibilities of both parties, the communication channels and escalation procedures, the performance metrics and service level agreements (SLAs), and the terms and conditions for renewal or termination. A support agreement is essential to set clear expectations and avoid disputes or misunderstandings.

3 Train your support team

Your support team is the main point of contact for your customers after the sale. They need to have the technical skills and knowledge to troubleshoot and resolve any issues that may arise with your ERP solution. They also need to have the soft skills and attitude to communicate effectively and empathize with your customers. You can train your support team by providing them with manuals, tutorials, demos, or simulations of your solution and your customer's IT infrastructure.

4 Monitor and optimize your support performance

To ensure your post-sales support is aligned with customer IT infrastructure, you need to monitor and optimize your support performance regularly. You can use tools like dashboards, reports, feedback surveys, or analytics to track and measure your support metrics, such as response time, resolution rate, customer satisfaction, or retention. You can also use these tools to identify and address any gaps or issues in your support process, such as bottlenecks, errors, or complaints.

5 Adapt to your customer's IT changes

Your customer's IT infrastructure may change over time due to factors like growth, innovation, or migration. These changes may affect the functionality, compatibility, or security of your ERP solution. To ensure your post-sales support is aligned with customer IT infrastructure, you need to adapt to these changes and update your solution accordingly. You can use tools like alerts, notifications, or newsletters to stay informed of your customer's IT changes and provide them with the necessary guidance, updates, or upgrades.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?