What are effective strategies for providing ERP user support across time zones?

1 Define your support levels

The first step is to define the different levels of support that you offer to your ERP users, based on the urgency, complexity, and impact of their issues. For example, you might have a tiered system that includes self-service, chat, phone, email, and remote access support, each with its own response time and resolution criteria. You should also clarify the roles and responsibilities of your support staff, such as who handles which type of issues, who escalates them, and who follows up with the users.

2 Establish your support hours

The next step is to establish the hours of operation for your support services, taking into account the time zones of your ERP users and your support staff. You might have to adjust your support hours to match the peak demand times of your users, or to cover the gaps between your staff shifts. You should also communicate your support hours clearly to your users, and provide alternative options for them to access support outside of those hours, such as FAQs, knowledge bases, forums, or chatbots.

4 Train and empower your support staff

The fourth step is to train and empower your support staff to handle the challenges and opportunities of providing support across time zones. To do this, you should ensure they have adequate knowledge and skills to use your ERP system and support tools. You should also provide them with clear guidelines and procedures, as well as regular feedback and recognition for their work. Furthermore, they should have opportunities for learning and development, as well as flexibility and autonomy to make decisions and solve problems creatively.

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?