I’ve found that the deficiencies that ebb and flo’ through support over the years have only helped me become a stronger user. I’m forced to solve whatever problem is in front of me. Sure, I get frustrated by specific support reps but I also understand they, like everyone else, are stretched thinner than a welfare sandwich.
They have to filter 50 stupid or irrelevant requests for every 1 valid one. And you know what, some of the vet support reps might be understandably jaded when they get your seemingly innocuous request, the rest are green and truly want to help but don’t know how to help. Feel like you know more than support? Well it’s because you probably do, but how do you teach someone to support a product they don’t use like we use all day every day. How do you teach someone new 10 years of a users experience in just a few months? Significant challenges no doubt.
I’ve spoken with the executive teams about support issues and they really do want to make it better, but just as we feel getting support can be climbing a mountain, they have their own mountain of trying to train on an ever evolving/massive product, with a revolving door of employees, in a thankless position. A considerable hurdle no doubt.
If your organization has managed to meet the top level efficiencies in all departments, perfect communication, low turn over, quick training… reach out to Epicor and share those secrets
PS We’ll take a few of those secrets too lol