5 December 2021 Do you want to increase the performance of your warehouse and have decided to invest in a WMS to reach new milestones? To do this, you have initiated a survey on the best IT company and the most qualified software, evaluating points such as time to market, reputation, expertise, clients served, among other information. But should your research stop at analyzing the company and the quality of the software? The answer is no. The use of technology, in itself, is not a guarantee of good results. Without top-notch support, your investment may not yield as you expect. Therefore, it is essential to assess whether the company providing the WMS offers support before, during, and after the system implementation. Often, when acquiring new technology for their business, the manager only focuses on the RFP (Request for Proposal) and the POC (Proof of Concept), without evaluating how the implementation and support will be. And if something fails in one of these two phases, it can have serious consequences on the operation. Therefore, we highlight some details that cannot be forgotten. Take a look below: First Step: The Project During the initial contacts with the company chosen to offer the software, it is important to have a detailed conversation so you can clearly determine the solution your company needs. Additionally, the professionals who will implement the WMS in your warehouse must be very familiar with the specifics of your operation, so they can make the necessary configurations. Another key point is that an implementation project is prepared with a well-defined methodology, so that change management (from manual processes to automated processes) occurs harmoniously. This part is under the responsibility of the IT company, which determines the project phases, duration, necessary infrastructure, among other details. Having a good implementation project ensures the reduction of uncertainties and provides a higher index of assertiveness. However, it is worth remembering that it is essential to have a balance between the planning process and the actual execution. That’s why IT companies need people experienced in Project Management, who ensure that what is planned is executed. SLA: Service Level Agreement Another important point that should be part of the initial conversations is the SLA (Service Level Agreement), which must be documented and provided in the contract. It is an agreement between the contractor and the contracted party where all the services to be provided are detailed, with information on the service level, commitment terms, contract duration, and technical support. The SLA clearly defines the roles and responsibilities of the parties involved in the agreement. According to the standard, this document must be agreed upon between those requesting or interested in a particular IT service and the person responsible for the IT services of the organization and must be periodically reviewed to ensure it remains adequate to the organization’s business needs. Therefore, in addition to establishing the SLA, it is necessary to constantly evaluate it, verifying if the agreed terms are consistent with the service offered. Support: Demand Quality and Agility Technical support will be the vehicle for direct communication between your team and the IT company’s team. It is through this that issues that seem difficult for your team can be resolved via a simple phone call, email, or web service. A deviation that might take hours to resolve by your warehouse operators can be solved in minutes with quick and efficient support. In this sense, support ensures not only that the technology is used to its fullest, which directly reflects on the results, but also helps save time and, consequently, money. It is worth adding that an operation cannot stop to solve technical issues in the software. Whatever adjustment needs to be made, both agility and discretion are necessary. It’s like “changing the tires while the car is running.” This means your company needs qualified and fast support. The request presented to the WMS provider must be resolved as quickly as possible and without causing deadlock in the operation. Having a high level of support is essential for the implemented technology to truly deliver the expected results, as it is normal for failures to occur. What cannot happen is a delay in their resolution, as this can affect the progress of your operation, which can have a direct impact on the service offered to your customer. So, here’s a fundamental tip: before choosing the resources and technological tools you will use in your company, ensure you have the best support from the provider. Have a clear conversation during negotiations, discuss your specifics, determine the people responsible for direct contact with support, and the maximum deadlines to meet your requests. Project Management Methodology Support: Path to Improvement By contacting the team specialized in the implemented WMS in your company, it is easier to leverage all its features, as well as identify possibilities for improvement or project expansion needs. The support team exists precisely to further qualify the experience offered by the system, that is, to make it more aligned with your business, bringing the desired gains. If you want your business to grow with WMS, rest assured that support will make the difference in achieving this goal! Improve your warehouse performance with a WMS system. Deagor WMS per ecommerce può aiutarti!