Proactive service support: the key to a successful and secure business

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Implementing a new ERP system in an organisation is always a challenge. Users question whether they will be able to cope with analysing the data flow in an integrated system without external support. The accountant wonders whether all the set-up accounts are correct. The chief technologist cannot get rid of troublesome thoughts about whether the routings and boms are set up optimally. This is why it is so important to have a reliable service team to help the company control the system in the post-implementation stage. In this article, we take a look at the issues surrounding the implementation of an ERP system and the benefits of maintaining proactive service support.

User issues after ERP implementation

When testing a new ERP system, everything seems simple. However, once the system is up and running, even the smallest disruption can result in suspended invoicing, car loading or unloading or chaos in the warehouse. Problems for one user can generate problems for other users in the organisation. A pause in a process at one location can result in the company feeling the pinch in meeting production or sales budgets, which can affect the company's cash flow.

The role of proactive service support

In the difficult period following the implementation of an ERP system, the service team is invaluable support. Thanks to their knowledge and experience, we can get answers to questions that we did not ask during the system implementation. Here are some of the most common questions:

  • What financial reports should we rely on?
  • Which logistics reports will provide us with information about the volume, value and stages of the logistics process?
  • How can we identify deviations of planned prices from actual product prices?
  • Do the number and value of stock files in each warehouse agree with the reports?
  • Do we have procedures to verify the value of the physical warehouse with the value in the financial accounts?
  • Do the financials agree with the warehouse?
  • Why are certain transactions not visible in the VAT records?
  • How can we look for inconsistencies in the balances between dimensions in the structure?
  • When is the best time to recalculate the stock?
  • What should be the optimum procedure for closing the warehouse?
  • Has the manufacturer released new versions of the system? What benefits will their implementation bring to the company? How can these changes be implemented safely so that they do not affect daily operations?
  • How can the implementation of new technologies available on the market increase the efficiency, productivity and comfort of users? How to synchronise vision systems, weaving software with robots into the company's current processes?

Benefits of maintaining proactive service support

Maintaining proactive service support has many benefits for organisations using the ERP system. Some of these are outlined below:

1. Process optimisation

With service support, we can effectively optimise our company's processes. The service team will help identify areas for improvement and automate tasks. Based on the analysis of data and logistics reports, changes can be made that will increase productivity and operational efficiency.

2. ERP system development

Proactive service support also helps in the development of the ERP system itself. The service team, with its extensive knowledge of the system, will identify new opportunities for its use. This enables the company not only to adapt the system to its current needs, but also to use it in innovative ways, gaining a competitive advantage.

3. Increased sense of security

Having a service team that knows the business, the system and the latest technology gives you a greater sense of security. In case of any problems or concerns, you can count on their help and support. This avoids potential financial losses and data loss.

4. Rapid response to change

In today's dynamic business environment, companies must be ready to respond quickly to change. With proactive service support, an organisation can easily adapt to new requirements and market trends. The service team will efficiently make the necessary modifications to the ERP system to meet the challenges.  


Implementing a new ERP system is a stressful process full of uncertainty for many system users in an organisation. This is why it is so important to maintain proactive service support. With it, process and data issues can be resolved quickly and the company will benefit from numerous advantages, such as process optimisation, ERP development, a greater sense of security and readiness for change. Remember, your service team is an invaluable partner to help your business succeed and grow.

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