Is your ERP support understaffed?

Your ERP system can easily run into problems; therefore it is essential to correctly determine the support required to sustain it. Optimizing your support staff to precisely match the number of system users is ideal for managing costs and improving user satisfaction. According to a survey provided by Computer Economics, one support person is needed for every 17 users on a small ERP system.

ERP Users per ERP Support Staff Member graphic from Computer Economics

Let’s take a look at the following simple scenarios:

  1. Let’s say you have 85 users on your ERP system. Applying the ratio above, you would need an even five people support staff to support your system. In a perfect world, the number of support staff is evenly distributed to the number of users you have; however, that isn’t always the case.
  2. Now let’s say you have 100 users. Applying the stated ratio, you will need 5.88 people to support your system, so what happens now? The first option is working with five support people and cutting costs; however, this may cause them to be over worked leading to poor performance. The second option is working with six support people. You can now meet the needs of your users; however, your support will not be utilized to their potential and will end up costing you more.

The third and optimal solution is paying for the exact amount of support needed for 100 users. At WatServ, we are able to provide just the right amount of support for the number of users in your system by using fractional resources. It has been our experience that for Microsoft Dynmamics based solutions a ratio of one support person for every twenty users is more appropriate. We provide customized services that cater to your specific needs. In addition to fractional resources we assign you with specific support personal for the life of your project in this way your team is knowledgeable about your support history.

The amount of support you need will not necessarily stick to the ratio we have identified; your mileage may vary. Contact WatServ for more information about our support services.

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