Integrating a new software cross-organizationally includes many moving parts. From training staff and updating data to gaining organizational support and improving efficiency, software is a complex and widely-reaching component of organizations’ operational processes. For successful implementation, software support services are an essential piece of the puzzle.
Implementing a new enterprise asset management software at an organization or local government has the potential to create significant efficiencies and enhance both the quality of the planning process and staff productivity. However, without strong support and accessible resources from the software provider, software is time-consuming, complicated, and frustrating to implement.
Here are six key support service features to help your organization choose the software that offers the best fit for your needs:
- Onboarding and Implementation Support
The foundation of a successful software rollout lies in the implementation process. The strongest asset management software providers will offer dedicated onboarding support to guide municipalities through early-stage tasks. For asset management, data quality and completeness is essential. With implementation teams that support data migration and project scoping, as well as initial user setup, organizations are able to focus on learning the system’s tools and monitoring their data quality without getting lost in initial complexities. The best implementation support is in-house support, provided by the software creators themselves, who have a full understanding of its functionality, rather than a third-party with limited access to the software.
Initial implementation support helps municipalities identify internal software champions who can provide internal guidance and liaise with the software provider. Additionally, onboarding processes support coordination among different departments to create a clear implementation roadmap. This factor is essential to ensure the organization gets off on the right foot and lays the foundation for success.
- Comprehensive Staff Training
Without organizational and cultural understanding of the software’s purpose and tools, even the most intuitive software will fail. Look for asset management software providers that offer comprehensive, role-specific training for users at every level. Every staff member that will leverage the new software should be involved in the training, from data entry staff to operations managers to strategic planners. Furthermore, the best training tools provide options for all learning types, including live training sessions, virtual workshops, help articles and documents, and recorded tutorials.
Training is not a one-time support service. Ongoing training options should be available to account for staff turnover and changes in software functionality. Strong training offerings allow organizations to develop the internal capacity to effectively use new asset management software.
- Ongoing Technical Support
With any enterprise asset management software, issues are inevitable. As a result, reliable technical support is a crucial component of any software solution. The best providers will offer support through a variety of channels and clearly communicate expected response times. Examples include helplines through phone, email, and messaging.
Beyond responsive help channels, some organizations will assign dedicated customer success representatives to each municipality or organization using their software to ensure each concern is heard and addressed promptly. These staff members build a relationship with the software providers and users, creating a sense of familiarity and ensuring that organizations’ issues are heard and corrected. Regardless of the issue at hand, strong technical support ensures that your team does not get stuck waiting for answers or changes in the system.
- Regular System Updates
Technology is constantly evolving and improving. Your software should not stand still. In the evaluation process, ask providers how often they release updates and whether those changes are based on customer feedback. Strong providers directly implement customer feedback into software changes, rather than blindly following technological trends. By regularly updating features, asset management software providers demonstrate a commitment to providing the best possible service for their clients.
Transparency is crucial when it comes to system updates. Ensure that the software provider releases product roadmap updates or release notes whenever their technology changes. Staff training should also stay up-to-date with any new software updates to ensure that staff are consistently developing the capabilities to leverage new tools and functions. Robust system updates will allow your organization to grow alongside its technology partners.
- Access to Advisory Services
Asset management is about more than just software. Effective asset management means making informed strategic decisions. For local governments and other organizations, asset management organizes a large volume and scope of data into meaningful insights to inform crucial decisions. High quality service providers pair their platforms with expert advisory services to help municipalities make sense of their data, develop asset management plans, prioritize financial investments, and stay in line with regulatory requirements.
Advisory services are tailored to each individual organization. Personalized asset management strategies, asset management plans, data assurance, technical frameworks, and financial strategies. Software providers with strategic advisory insights as well as technical support are more likely to provide intentional and purpose-driven implementation support, training, and system updates, making this an essential driver of overall software support.
- Community and Knowledge Sharing Opportunities
Local governments and other organizations benefit from learning with and from their peers. Software providers that foster a strong user community deliver ongoing value and support that goes beyond just the software. Case studies and thought leadership webinars provide insights into the state of the market, how peers are leveraging technology to make smarter decisions, and opportunities for future investment. Look for software providers that host annual conferences or online forums that facilitate networking opportunities for your organizations to learn and grow alongside others.
By revealing best practices, use cases, and up-to-date information on new software features, software providers can offer comprehensive support. Furthermore, participating in knowledge-sharing activities can strengthen an attitude of continuous improvement across each organization.
Key Takeaways
Software implementation and ongoing maintenance is a complex and continuous process. Ensuring that the software provider you choose offers comprehensive support is essential to build a successful software implementation across all departments of your organization. Asset management is about more than just software, which means that software support must be combined with advisory and knowledge-sharing tools to foster a culture of continuous improvement.
If you are interested in strengthening your organization’s asset management processes within a strong software support ecosystem, PSD Citywide is ready to work with you. From a robust in-house implementation support team and responsive technical support to frequent system updates based on customer feedback and regular thought leadership webinars, PSD Citywide is a leader in software support services.
