Support that Counts

Support that Counts

Author: | Published: 06 Aug 2015

louise_support_that_counts_1Renovations 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.


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Comments (4)

  • Gerald Poe Reply

    Louise, well said, I concur.

    August 6, 2015 at 12:19 pm
  • Xhanti Mtwa Reply

    I’M A NEW SYSPRO USER, I STARTED WORKING FOR SAMIL ON THE SECOND OF MARCH 2015. I’D LIKE TO GET AS MUCH ASSISTANCE AS POSSIBLE ON HOW TO USE THIS SYSTEM EFFICIENTLY AND EFFECTIVELY.

    August 7, 2015 at 5:36 am
  • Louise Thompson Reply

    Gerry – as a seasoned Consultant I am sure you have many of your own stories

    August 7, 2015 at 6:04 am
  • Tiffany Gierke Reply

    Hi Xhanti
    Welcome to the SYSPRO Community! As a licensed SYSPRO user, you have access to our InfoZone. You can register using this link: http://infozone.syspro.com

    On this site you have access to all educational material which includes training guides, tutorials, reference guides, product videos (called feature demos), webinars, e-Learning modules and conceptual videos.

    As a new user, I’d suggest you download the Introduction to SYSPRO for End Users e-Learning module (or pdf guide if you prefer) to get you started. It takes you through the product, industry terms, business processes and how SYSPRO supports those processes. It really gives you an overall view of the product. There is both a SYSPRO 7 version and 6.1 if you are on a previous version of SYSPRO.
    From there, you can search for material best suited to your role. We have role-based guides and modular guides.

    Good luck with your learning and we hope you have a happy and product time, simplifying your success with SYSPRO.
    Kind regards

    August 7, 2015 at 6:44 am

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