What to expect from your ERP vendor?

We have listed below the top 15 expectations of an ERP customer and what he/she will be looking for while approaching an ERP vendor who provide solutions for Open Source ERP such as Compiere, ADempiere, Idempiere and OpenBravo ERP with support, upgrade, implementation and consulting services.

1. FIXED PRICE implementation & go live services
   • Customers expect MODULE wise FIXED pricing for implementation and go live, as they may not use all the modules from day 1
2. FIXED PRICE for annual support for standard bugs, clarifications, data fixes and minimal change requests
   • No charge for Bugs
3. FIXED RATE CARD for CHANGE REQUEST, EXTENSION work upfront and not charge based on ad-hoc time & material charges
   • Not interested to pay for additional hours spent on multiple environment for Change request/Extension work
4. Easy to understand visual DOCUMENTS online
5. Easy detailed TRAINING for end users to help them adopt new system quickly
   • Need shadow training for DATA ENTRY user during mock data entries from legacy system
   • Customers expect our functional subject-matter expert to be present ONSITE for requirements gathering, training, master data cleanup, opening balance cleanup activities
   • Customers expect our TECHNICAL experts to be onsite to DEPLOY environments and train ADMIN users of customers to manage on cloud or premise
6. Online ticketing system SUPPORT DESK for raising issues anytime
7. Customized REPORTS as per their business practices
   • Reports are the key area, and it should be very fast and match back with other reports
8. Quick GO LIVE execution with reasonable CUSTOMIZATION
   • Easily configurable Accounting as their business practices like other accounting software standards
9. Improved, streamlined BUSINESS PROCESS shifting to a new ERP
   • New ERP should support seamless integration with other Systems. Also support web/mobile
10. Always highly responsive proactive CUSTOMER SERVICE and leadership from the vendor
    • Expect to educate value added in new ERP system
    • Periodical upgrade for ERP system is proactive customer service from vendor
    • Periodical data archive for ERP system is proactive customer service from vendor
    • Identify the pain points from the customer and solve the issues upfront. Yes agreed and few more points I could think off
11. Customer Looking for Readily available product to use without waiting for customization
12. Warranty for a specific period after go live
13. Mobile friendly and User friendly version / with Mobile app support
14. Defined operation & support with defined SLAs
15. 99.99% server uptime with high performance always