Eleven rules of choosing business management software: Rule 7

Continuing with our list of eleven "rules" to help guide small and medium sized companies when they evaluate potential suppliers of business management software...

Rule 7: Ask how technical support is handled

The technical support offered by your dealer management system (DMS) provider is a critical factor in your long-term satisfaction.

In fact, it does not matter how simple a program may be, and even if users received adequate training and have competency in the use of the system, the time will come when an unexpected malfunction or a misunderstanding regarding a procedure will restrict the dealership’s operation.

In these cases a prompt response and qualified advice will make the difference.

Unfortunately, it is very difficult to guarantee in advance how long a support request will take to be resolved.

Therefore, the best thing to do is to evaluate using the same methods used by quality certification systems: they do not try to certify a product or service in absolute terms, but rather the procedures used to offer a solution in these situations.

To get a good idea of the quality of the support services provided by your new DMS supplier, you should evaluate the tools and methods they use to provide support.

The supplier should have:

• Support technicians that truly comprehend how the system functions and how a dealership works, instead of flipping through a manual and trying to find answers to something they barely understand.

• A formal Help Desk, which should include a system that allows each support issue to be recorded with all pertinent details, including screenshots.    

Ideally, customers should have access to the Help Desk to: (i) register their own cases; (ii) track open issues all the way through to resolution, and (iii) view a history of all of their support cases.    

The best software suppliers also allow their clients to make feature requests and suggestions through this Help Desk system, for possible inclusion in future versions.

Finally, it is better to clarify with the supplier exactly which services will be included in the agreement, which services can be provided at an additional cost, and which services are not available. This will protect you against unpleasant surprises and will help you keep a good relationship with your supplier.

Be wary of suppliers who won’t provide direct answers to your questions regarding how they provide support, or try to skirt this issue.

Posts in this series:

• Rule 1: Make sure the new system can accompany your company’s growth
• Rule 2: Does the system stay up-to-date regarding fiscal compliance?
• Rule 3: Attend a demo
• Rule 4: The system should be flexible
• Rule 5: Training is essential
• Rule 6: Choose a supplier that provides more than just a system
• Rule 7: Ask how technical support is handled
• Rule 8: Be wary if the system is too simple
• Rule 9: Discounts can be pyrrhic victories

Tags: Autologica, DMS, ERP, SMB, SMBs, dealer management systems, auto dealer software, automotive, auto industry, automotive industry, auto dealer, auto dealers, car dealer, car dealers, motor vehicle dealer, motor vehicle dealers

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