Renovations can be exhausting and frustrating but oddly exhilarating at the same time. During my recent home makeover, as I bounced between building suppliers, sanitary ware outlets and roof truss manufacturers, I got to thinking about service levels that stand out. It struck me that the difficult decisions, inconveniences and stresses of any project can be minimized by excellent service.
A comment from one of our new staff members yesterday reminded me that at SYSPRO our desire to provide this type of superior service, particularly in the Support Services department, stems from an ethos that has become systemic throughout our organization.
My colleague pointed out that, as a newbie, she feels an almost tangible sense of co-operation and caring around the office. She also expressed her amazement regarding the longevity of SYSPRO employees. Her precise words were, “doesn’t anyone ever resign or retire around here?”
This raises the chicken and egg question: what came first, the long-serving staff or the soft and cuddly approach to interaction? Taking a stab at an explanation, I would say that functioning within an atmosphere of encouragement and validation is not only great for morale but also effective for customer service.
The trickle down from the internal environment to the external service provision area cannot be discounted. SYSPRO Support Services have a long history of going out of their way to make sure that the end result is customer triumph. And I speak from a position of authority here since I started at SYSPRO before Chernobyl became a radioactive wasteland and South African digital television was still a decade away. Google should help you work that one out!
In my next few blogs, I’m going to take a closer look at SYSPRO Support Services, identifying specific customer challenges that arise and how we address these issues. The role of an ERP support person can be pivotal to the success of a business, not only from a problem-solving perspective but also from an efficient, solution-leveraging standpoint.