ERP support models at a glance
2. Internal support
With internal support, your own employees take care of all support requests. This applies to both technical and functional issues. Typical roles are
- Key user: Technical contact person within the departments. They support colleagues with questions about operation or processes.
- IT department / in-house ERP team: Technical support, system administration, minor adjustments or configuration changes.
Advantages:
- Fast response times, as employees are on site
- High level of knowledge of internal processes and individual adjustments
- Personal connection between support team and users
Disadvantages:
- High resource requirements, especially for complex systems
- Risk of knowledge islands if individual experts leave the company
- Limited capacities for large projects or updates
2. External support (service provider)
Here, an ERP service provider or the software manufacturer takes over the support. This can take the form of maintenance contracts, ticket systems or consulting.
Advantages:
- Access to broad expert knowledge and experience from many projects
- Relief for internal IT
- Flexibility in the event of bottlenecks or special topics
Disadvantages:
- More cost-intensive, especially with a high number of tickets
- Longer response times possible, especially for less prioritized requests
- External parties often do not know all company-specific processes in detail
3. Hybrid model (internal + external)
Many companies rely on a hybrid model: key users and in-house IT take care of standard issues, while more complex topics are escalated to external partners. This model is very common today.
Advantages:
- Efficient use of internal resources for standard support
- Access to external expertise for special cases
- Costs can be better controlled
Disadvantages:
- Responsibilities must be clearly defined
- Interfaces between internal and external support pose organizational challenges
- Potential for duplication of work if processes are not clearly defined
Effective optimization of ERP support
Even if a good support model has been chosen, optimization remains an ongoing task. Here are some practical approaches:
Document knowledge
A large proportion of support requests relate to recurring problems or operating issues. A knowledge database can help here:
- FAQs for users
- Documentation of individual processes
- Checklists for common sources of error
This reduces tickets and relieves the support teams.
Standardize support processes
Clear processes for ticket intake, prioritization and escalation are crucial. This includes
- Defined response and resolution times (SLAs)
- Transparent communication on the status of ongoing tickets
- Standardized tools (e.g. helpdesk systems)
Regular training for key users
Key users are the key to successful support. They should be regularly trained in the following topics:
- New ERP functions
- Changes due to updates
- Process adjustments in the company
Use ticket analyses
Support tickets provide valuable information on weak points in the system or in processes. It makes sense to evaluate them regularly:
- Which issues occur frequently?
- Are there patterns that can be eliminated?
- Where is training or process changes necessary?
Why ERP Support is Key to Your Business Success and Growth:
ERP support is much more than just solving technical problems. It ensures that an ERP system runs stably, that users are satisfied and that the company can work efficiently. There are various models to choose from: internal, external or hybrid – each with its own advantages and disadvantages. However, it is not only the choice of model that is crucial, but also the continuous optimization of support: through clear roles, documentation, analysis and training. After all, good ERP support is ultimately a decisive factor for the performance of the entire company.
