Managed services quality: The X-factor for post-ERP implementation success?

Streamlined processes, enhanced efficiencies, and innovation—industry-specific ERPs like Infor M3/CloudSuite promise transformative change. Yet, the journey towards ERP success doesn’t end with implementation—it’s just the beginning.

So how can we measure their success post-implementation?

While factors like system functionality and user adoption are crucial to measure the success of ERPs, there’s one dimension that reigns supreme: service quality. In fact, in a 2010 study, service quality emerged as a pivotal factor in determining ERP post-implementation success. Service quality encompasses reliability, dependability, and expertise.

But why is service quality so critical, you ask?

Picture this: Your business invests substantial resources in an ERP system, expecting it to catalyze growth and innovation. Yet, without robust service quality, those expectations can falter.

Traditionally, assessing ERP success revolved around metrics like system functionality and user adoption. However, now it’s no longer about just about the ERP itself, success now hinges on the quality of post-implementation support. It’s about reliability, expertise, and the assurance of seamless operation.

ERP implementation isn’t a solo endeavor—it’s a collaborative journey. Businesses often rely on certified experts to navigate the complexities of ERP systems. It’s not just about fixing glitches; it’s about forging a partnership that allows you to make the most of your Infor M3/CloudSuite investments. At its core, service quality is about empowering end users. It’s about ensuring that they have access to reliable information and a stable system. After all, an ERP system is only as good as its users’ ability to leverage it effectively.

1. Reliability that fuels confidence
   System reliability is non-negotiable and smooth operations are the lifeblood of any business. Imagine the frustration of encountering system glitches during crucial operations? A high-quality managed services partner ensures that such nightmares remain just that—nightmares. A strategic managed services partner proactively monitor, maintain, and fine-tune your ERP infrastructure, ensuring uninterrupted operations and minimal downtime.
2. Expertise that guides growth
   Innovation isn’t a one-time affair—it’s an ongoing journey. Managed services isn’t just about maintaining the status quo; it’s about identifying opportunities for enhancement and innovation so that the ERP solution evolves in tandem with your business needs.
   In addition, navigating the complexities of ERP systems requires expertise beyond measure. That’s where managed service truly shines. Fortude’s team of Infor-certified experts are able to leverage their deep knowledge of Infor M3 and CloudSuite ERP, as well as their understanding of the fashion, food & beverage, manufacturing and distribution industry, to go beyond troubleshooting and ensure that every challenge becomes an opportunity for growth.
3. Cost-efficiency through optimization
   Managed Services quality isn’t just about providing support; it’s about optimizing your ERP investment for maximum returns. Through proactive maintenance, performance tuning, and strategic advice, the managed services partner can extract the full value from your ERP solution, driving cost savings and operational efficiencies.

1. Does the managed services partner have the right expertise and technical capabilities?
   Look for managed services partners with a proven track record in implementing and managing Infor ERP systems across various industries. Partners that have extensive experience managing complex Infor M3/CloudSuite environments can offer insights and best practices tailored to your specific business needs. A partner with Infor certified consultants is a good place to start as they will have the complex technical knowledge required to manage your Infor ecosystem.
2. Does the managed services partner understand your industry inside-out?
   Consider partnering with a managed services provider that understands the intricacies of your industry. Industry-specific expertise enables the partner to tailor solutions and recommendations to address your unique challenges and requirements effectively. A quick way to gauge the partner fit is to review their customer testimonials and case studies.
3. Is your managed services partner able to evolve and scale with you?
   It is crucial to choose a managed services partner that’s capable of scaling their services to accommodate your evolving business needs. A partner that offers end-to-end solutions, including implementation, customization, support, maintenance, and optimization, can ensure continuity and efficiency throughout the lifecycle of your ERP system. Whether you want to automate your workflows, establish a unified analytics platform or prepare your organization for AI adoption, the right managed services partner will be able to leverage the right partnerships to support you on your digital transformation journey.
4. Does the managed services partner guarantee availability, reliability and transparency?
   Pay close attention to the SLAs offered by potential partners. SLAs outline the level of service you can expect, including response times, resolution times, and uptime guarantees. Clear and well-defined SLAs help establish expectations and hold the partner accountable for delivering quality service. Choose a managed services provider that is ready to act as an extension of your team and provide transparency, regular updates, and open communication channels.
5. Does your managed services partner take a proactive approach to security and compliance?
   Data security and compliance are paramount considerations when choosing a managed services partner. Ensure that the partner adheres to region-specific and industry-specific standards and regulations relevant to your business. A high-quality managed services partner will continuously assess vulnerabilities, create and implement security strategies, and protect your data throughout its lifecycle.
6. Does the managed services partner offer flexible options to engage them?
   While cost is an important factor, prioritize value and quality of service over cost alone. Evaluate the total cost of ownership, including upfront fees, ongoing maintenance costs, and potential savings derived from efficiency gains and optimization. For example, Fortude’s managed services team offers flexible engagement options such as Starter, Pro, Premium and Elite to allow businesses to choose an option that suits their organizational size and needs.