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SUMMER 2015

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Distributor's Link Magazine Summer Issue 2015 / Vol 38 No3

54 THE DISTRIBUTOR’S

54 THE DISTRIBUTOR’S LINK DISTRIBUTION ONE 4004 Church Road, Mount Laurel, NJ 08054 TEL 856-380-0629 FAX 856-222-0061 EMAIL info@distone.com WEB www.distone.com ENTERPRISE SOFTWARE SUCCEEDS - WHEN IT’S SUPPORTED The great thing about business software is that you can buy it, and then forget about it. As long as the computer’s plugged into the wall, the system will just run flawlessly. Forever! Well, that’s the marketing version at least. The real world can be a vastly different place. When you commit to an operation-wide software system for your distribution business, you’re investing both your capital and your time. And if you’re interested in achieving the highest return on both of those investments, you’d better expect an ongoing relationship with your vendor. They become your partner – and to a large degree, your success will hinge on that partnership. If you’re evaluating an Enterprise Resource Planning (ERP) platform – or any business software for that matter – here’s some things to consider that will help you select from a wide field of candidates, and may let you sleep better at night once you do. What’s The Rollout Process Like? That final moment when you officially switch from your old system to the new one would seem to be the most critical. Fact is, there ought to be many weeks of detailed communication between your team and your new provider ahead of the actual transition. That will include a highlystructured game plan, in-depth and widespread training of your staff, and rigorous system testing. All that preparation will make the final switchover far less worrisome. Get assurances that there will be a dedicated specialist on-site for the “go-live” week. Without a guiding hand, the process can be a perilous one – especially when data is being migrated from old to new. This is a methodical process, and not one to be sped through. The right vendor will hold your hand at every turn, improving the odds that the transition will be a smooth one. Will They Support It? Virtually every software developer claims they offer support, but you’d be well served to dig into the fine print. Email only, or can I speak with a live representative? Is that rep local – in the same building as the programmers and leadership team? Or are they off-shore with little oversight and a low incentive to actually solve your problem? Fulltime, domestically-sited and thoroughly-trained personnel BUSINESS FOCUS ARTICLE is expensive – and it’s the difference between a vendor who is simply looking to sell systems, and one who is looking to retain valued customers. How Are Updates Handled? Good software gets updated. Great software is constantly pushed updates that are nearly transparent to the user. The system simply works better – more functions, higher stability, a stronger delivery on its core purposes. Find out what the updating schedule is like, and how you can request future features (any vendor that won’t hear out your suggestions is missing the boat). Do They Organize A User Conference? There’s nothing like interacting with the actual creators of your software. Face-to-face communication is invaluable, and this style of hands-on training is hugely effective. And the networking potential is perhaps even more beneficial. Conversing with other users outside of your own company is a terrific case of peer-to-peer education that serves both parties’ interests. What novel applications are people finding? What roadblocks might you both be experiencing? This is a tremendous opportunity to have those Eureka! moments that may otherwise pass you by. How About Ongoing Training? In the same way continuous education is becoming the accepted form of 21st century learning all across the web, your ERP software vendor should give you the opportunity to be a perpetual student. For your new employees and existing employees looking to freshen up their skills, ongoing training courses – whether remote or on-site – are a must. In the end, the more you can understand about the post-implementation phase, the fewer surprises you’ll have to deal with. Ask plenty of questions in advance – look for the edge cases that come up infrequently, but may be overlooked until it’s too late. If the vendor steers you away from any of the above topics, it’s a sure-fire red-flag. There’s no question that a new ERP system can feel like a gamble. Stack the cards in your favor by choosing a vendor that considers themselves a service provider, and not just a product pusher. Remember, this is a relationship – who wants a pushy partner? DISTRIBUTION ONE

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