A major problem in software today is poor customer service. Poor service has become a cultural norm that we all have been forced to accept. Many software providers prioritize their own bottom line by outsourcing support instead of maintaining a working relationship with their clients. With this strategy, the requests of clients never get back to the software providers themselves.
This can be especially detrimental for foundries that rely on an ERP & MES provider for their day-to-day operations. Relying on long wait times, having to explain your processes to an unknown customer service representative, and feeling as if you are a burden instead of a client to the software company, are just a few situations that can leave you feeling as if the ERP provider and your business aren’t truly in a partnership. It is crucial when selecting an ERP provider, to understand their customer service framework and do your research on how other foundries speak about the service they receive.
Questions to ask about Customer Service:
- Personalization: Do you know who is assisting you? If not, it’s unlikely that they understand your foundry’s processes. Working with a provider who understands foundries ensures a quick and simple solution, as opposed to having to repeat the issues you are experiencing to multiple people as your inquiry is passed along from one person to the next.
- Foundry Experience: Is the ERP system designed for the foundry? Unlike many generic ERP & MES systems, finding an ERP system that is built for the foundry means that the support team will understand the unique processes foundries have and will be better prepared to assist you.
- Willingness to Listen: If you have a suggestion, how will it be handled? A partnership with your software provider is critical if you have a process or operation that needs a place within the software for your business to run smoothly. Having an open line of communication with your customer support representative allows you to submit requests for enhancements to the product, and to see an action plan to make those requests a reality.
Guardian Software Systems has an extensive client base that asked those questions and got the correct answers. Yankee Castings has been a Guardian partner since 2007 and has benefitted from a collaborative partnership allowing them to move forward with Foundry 4.0.
Yankee Castings knew they needed an ERP software package but struggled to find a solution that knew the ins and outs of a foundry. Guardian stood out as the top ERP choice built specifically for foundries; offering a complete solution that would meet all of Yankee’s needs through one cohesive system.
“When we began our ERP search, we were looking at cookie cutter solutions with companies that knew nothing about foundries. Guardian was different. All the little things that we consider unique; Guardian knew and understood them. They had a perfect template for us to go off of, rather than piecing things together to make something work.” said Kevin Vecchiarelli, CEO, Yankee Casting.
Guardian Software Systems was built to provide foundry-specific ERP, MES, and customer service. For more information, please visit our website: www.guardiansoft.com
