Whenever you sign up for a service or purchase a product, it is acceptable to assume that purchase will come with superior customer support. However, that may not always be the case. Primarily when investing in a yard management system, it is essential to have responsive customer service from your YMS partner. Without engaged, responsive customer assistance from your yard management software partner of choice, it can cause doubt and second-guessing that you may have made the wrong decision. No one wants to deal with poor response times and long waiting periods to hear from support so your problem can be adequately resolved. Why is this valuable with yard management systems? You want to ensure that your yard management software partner aligns their processes with your priorities because it is painful to deal with additional issues without engaged, responsive customer service. Always choose a partner that prioritizes your problems, so you won’t have to worry about resolving future issues alone.
No matter what happens in the operations yard, whether big or small, always have a customer support team at the ready if and when you ever need them. Receiving prompt response times from your yard management software provider is significantly vital as they will streamline processes and optimize efficiency. The level of severity the problem may present will change. However, the rate of response customer service delivers should be the same.
The operations yard is a vital piece to the puzzle of your business. If you’re unable to access timely help when a problem occurs, your yard can’t work at an optimal rate. The longer you wait to hear back from customer support about a solution, the more time that is spent where your yard remains out of sync and inoperable. This problem may lead to you identifying a manual solution that will keep your operations up and running. Customers aren’t going to wait on you to rely on hearing back from support for help; you shouldn’t wait to hear back from support in the first place. All in all, your customers deserve better.
The operations yard is a vital piece of your business’s supply chain process; however, it isn’t the only one. Like the old adage, you’re only as strong as your weakest link. Receiving poor customer service from your chosen software provider won’t just negatively impact your operations yard. Still, it will also strongly influence the rate at which trucks enter and exit the gate, the accuracy rate relating to the information that is shared with your yard management system when integrated with other tools such as warehouse management systems, transportation management systems, or enterprise resource planning systems. Like any other system, one clog can put all processes to a halt, bringing down the operation without a quick, effective solution from your dedicated support team.