{"id":19935,"date":"2017-03-13T16:15:01","date_gmt":"2017-03-13T20:15:01","guid":{"rendered":"http:\/\/01b.797.myftpupload.com\/?p=19935"},"modified":"2020-07-26T07:38:49","modified_gmt":"2020-07-26T11:38:49","slug":"top-things-to-consider-when-selecting-trucking-software","status":"publish","type":"post","link":"https:\/\/www.roadvision.com\/blog\/top-things-to-consider-when-selecting-trucking-software\/","title":{"rendered":"What to Consider When Selecting Trucking Software: Support"},"content":{"rendered":"

In the last post, we covered \u201cTechnology Integrations<\/a>.\u201d Next, we explore an instrumental aspect of any business: customer support.<\/p>\n

Customer Support<\/strong>: Avoid the zeros, work with the heroes.<\/p>\n

Technologically speaking we can all agree that this is an amazing, innovative time. We are more connected to technology than ever before, and that is rapidly changing how we conduct business.<\/p>\n

Part of the transportation industry has been, or still is, in a technology purgatory, reluctant to embrace options that could radically optimize how business is done. A large number of late adopting carriers are going to eventually find themselves hurdling a number of technologies when they select a new trucking software (TMS) provider. One example is EDI, a technology that is decades old. But according to Manufacturing and Logistics IT, over 41% of companies are not utilizing EDI!<\/p>\n

To create some context, let\u2019s pretend you\u2019re one of those companies in the 41%. You have just implemented a new TMS package that introduces EDI and your staff is stuck in a technology fog. They require support help from your new software provider to solve their EDI headache. How does your staff contact the provider, and remedy their issue?<\/p>\n

Do they access an online help desk? A website where users can file a case, start a chat, or navigate online documentation (videos, PDFs, infographics).<\/p>\n

Do they call an automated support line? A process where users have to press 5, then press 1, then enter their account #, only to then get an automated recording to leave a message.<\/p>\n

Do they email a support address such as info@support.com? A type of support where users send an email and wait for a response, many times with no timeframe.<\/p>\n

The point being, do you understand how the software providers you\u2019re exploring resolve customer support issues? If you feel it is important to have top-notch customer service, it is important to evaluate the customer service experience that the provider offers: can you get an actual person on the phone, and at what times? Does it take minutes, hours or days to resolve issues? A good TMS partner should be able to give you concrete answers to their level of support and how each case is handled.<\/p>\n

Other areas of customer support to consider are:<\/p>\n