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Last updated on 2024年6月21日

You're juggling multiple ERP support vendors. How do you ensure expectations are met seamlessly?

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Managing multiple Enterprise Resource Planning (ERP) support vendors can be like conducting an orchestra; every section must be in harmony to create a symphony. ERP systems integrate various business processes—finance, human resources, supply chain, and more—into a single, coherent system. When dealing with multiple support vendors, the complexity increases. Your challenge is to ensure that all vendors are not only meeting their individual service level agreements (SLAs) but also collaborating effectively to support your overarching business goals. Here's how to keep the music flowing smoothly.

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Claudio Servulo

Gestor Projetos TI
Rahul Khare

Top LinkedIn Voice for ERP Software | Process Manufacturing ERP Expert | Functional Trainer & Coach | Implementation…
Alexis á.

Ayudo a las empresas a optimizar, centralizar y eficientar sus procesos en diversas industrias || Mid-Market &…

1 Vendor SLAs

Service Level Agreements (SLAs) are the backbone of any vendor relationship. When managing multiple ERP support vendors, it's crucial to have clear, measurable SLAs for each. These should detail response times, resolution targets, and uptime guarantees. Regularly review these SLAs with your vendors to ensure they are being met. If one vendor's performance lags, it can affect the entire system's harmony. Proactive communication is key; set up regular meetings to discuss performance and address any issues before they become symphony-disrupting problems.

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Rahul Khare

Top LinkedIn Voice for ERP Software | Process Manufacturing ERP Expert | Functional Trainer & Coach | Implementation Project Manager | Subject Matter Expert | QMS and FDA Validation Documentation | Feasibility Analysis
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It's crucial to have a comprehensive Scope of Work (SOW) in place. This ensures that the SLA includes a high-level project timeline, a key element in successful project planning and execution. If the project needs to be executed in multiple phases, it is better to include a separate SLA for each phase. Note that an ERP project may comprise multiple phases, with each phase comprising multiple stages (from Initiation to Closure). The final Project Plan should be referenced in the SLA. Adherence to the project plan should be highlighted at every periodic meeting with the identification of any project creep. Any change to the project timeline should be discussed at the end of a stage only. Payments should be linked to project milestones only.

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Alexis á.

Ayudo a las empresas a optimizar, centralizar y eficientar sus procesos en diversas industrias || Mid-Market & Corporate Senior Account Manager @ Odoo LATAM || ERP Consultant Expert || ex Apple || ex Rappi
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Para asegurarse de que las expectativas se cumplan sin problemas al gestionar varios proveedores de soporte ERP, siga estos pasos clave: 1. Establezca SLA Claros y Medibles: Asegúrese de que cada proveedor tenga acuerdos de nivel de servicio (SLA) bien definidos que detallen tiempos de respuesta, objetivos de resolución y garantías de tiempo de actividad. 2. Monitoreo Continuo: Utilice herramientas de monitoreo para realizar un seguimiento del rendimiento de cada proveedor en tiempo real. Esto le permitirá detectar y abordar problemas antes de que se conviertan en problemas mayores. 3. Revisión Regular de SLA: Programe revisiones periódicas de los SLA con cada proveedor para evaluar el cumplimiento y hacer ajustes necesarios.

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2 Unified Strategy

Alignment on a unified strategy is essential when working with multiple vendors. Ensure that all parties understand your business objectives and how their services contribute to these goals. This alignment helps vendors work cohesively rather than in silos. A robust governance structure, with a dedicated team or individual overseeing the ERP ecosystem, can facilitate this. These overseers can ensure that vendor activities are not only in line with contractual obligations but also with the strategic direction of your company.

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3 Communication Channels

Effective communication channels are vital for seamless vendor management. Establish a central point of contact within your organization who liaises with all ERP support vendors. This role ensures that communication is consistent and that vendors are not receiving mixed messages. Additionally, consider setting up a collaborative platform where vendors can share information and coordinate their efforts. This transparency can help prevent overlap in support tasks and ensure that all vendors are on the same page.

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Alexis á.

Ayudo a las empresas a optimizar, centralizar y eficientar sus procesos en diversas industrias || Mid-Market & Corporate Senior Account Manager @ Odoo LATAM || ERP Consultant Expert || ex Apple || ex Rappi
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Comunicación Proactiva: Mantenga una comunicación constante y abierta con sus proveedores. Organice reuniones regulares para discutir el rendimiento, compartir retroalimentación y resolver problemas de manera proactiva. Documentación y Reportes: Lleve un registro detallado de todos los incidentes, tiempos de respuesta y resoluciones. Utilice estos datos para generar informes que faciliten la evaluación del desempe?o de los proveedores. Plan de Contingencia: Desarrolle planes de contingencia para situaciones en las que un proveedor no cumpla con sus obligaciones. Esto puede incluir la identificación de proveedores alternativos o soluciones temporales para minimizar el impacto en el sistema.

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4 Performance Metrics

To keep your ERP vendors in tune, establish clear performance metrics. These should go beyond the basic SLAs and include metrics that reflect the health of your entire ERP system. Consider factors like system performance, user satisfaction, and contribution to business outcomes. Regularly review these metrics with your vendors to celebrate successes and identify areas for improvement. This data-driven approach can help fine-tune your ERP system's performance and ensure that each vendor plays their part effectively.

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Alexis á.

Ayudo a las empresas a optimizar, centralizar y eficientar sus procesos en diversas industrias || Mid-Market & Corporate Senior Account Manager @ Odoo LATAM || ERP Consultant Expert || ex Apple || ex Rappi
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Capacitación y Educación: Asegúrese de que su equipo esté bien capacitado para trabajar con cada proveedor y que comprendan los procesos y procedimientos establecidos.

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5 Escalation Processes

Even the best-conducted orchestras can hit a sour note. For those times, have a well-defined escalation process in place. This should outline the steps to be taken when issues arise that cannot be resolved through regular channels. Make sure all vendors understand this process and know who to contact in your organization in case of an escalation. A swift and structured response can often prevent minor issues from becoming major disruptions.

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6 Continuous Improvement

Finally, foster an environment of continuous improvement among your ERP support vendors. Encourage them to suggest enhancements to processes or the system itself. Periodically review the ERP landscape and consider if the current vendor setup is still the best fit for your organization. As your business evolves, so too might your ERP needs, requiring adjustments to vendor roles or even the introduction of new support players to keep the music playing smoothly.

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7 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?

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Claudio Servulo

Gestor Projetos TI
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Na minha experiência, ter vários fornecedores lidando com o mesmo ERP, abre margem de erros e suporte inadequado. Cada colaborador tem seu próprio perfil de trabalho e a cada troca de colaborador inicia um novo ciclo de trabalho. O ideal é ter um fornecedor dedicado ou montar uma equipe interna.

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Rahul Khare

Top LinkedIn Voice for ERP Software | Process Manufacturing ERP Expert | Functional Trainer & Coach | Implementation Project Manager | Subject Matter Expert | QMS and FDA Validation Documentation | Feasibility Analysis
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The success of any ERP implementation depends primarily on: 1) Identifying the ERP that best fits the nature of your industry and your company's dynamics. 2) Document your business processes with flowcharts, which will drive the creation of a detailed Request for Information (RFI) worksheet for each functional area of your company under the ERP purview. 3) Include commercial parameters in the RFI to ensure that the vendor's prior experience in your type of industry is established. 4) The selection of the best ERP service provider - based on their responses to the RFI, is a critical decision that will ensure the success of your ERP implementation. 5) Payment milestones should be based on project milestones rather than a calendar schedule.

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Jose Roberto Funari

Sócio-Diretor da Consulting Now de S?o Bernardo do Campo/SP | Consultor em Gest?o Empresarial Focado em Transforma??o Organizacional e Otimiza??o de Processos para PME's
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Gerenciar múltiplos fornecedores de ERP pode ser desafiador, mas algumas estratégias garantem que as expectativas sejam atendidas. Comece com SLAs claros, detalhando tempos de resposta e metas de resolu??o. Alinhe todos com uma estratégia unificada, garantindo que compreendam seus objetivos de negócios. Estabele?a canais de comunica??o eficazes e métricas de desempenho claras para ajustar o sistema ERP. Tenha um processo de escalonamento para resolver problemas rapidamente e promova a melhoria contínua. Por exemplo, uma empresa utilizou uma plataforma colaborativa e métricas rigorosas, garantindo suporte eficiente e coeso.

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You're juggling multiple ERP support vendors. How do you ensure expectations are met seamlessly?

1

2

3

4

5

6

7

1 Vendor SLAs

2 Unified Strategy

3 Communication Channels

4 Performance Metrics

5 Escalation Processes

6 Continuous Improvement

7 Here’s what else to consider

Enterprise Resource Planning (ERP)

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You're juggling multiple ERP support vendors. How do you ensure expectations are met seamlessly?

1

2

3

4

5

6

7

1 Vendor SLAs

2 Unified Strategy

3 Communication Channels

4 Performance Metrics

5 Escalation Processes

6 Continuous Improvement

7 Here’s what else to consider

Enterprise Resource Planning (ERP)

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