5 Customer Support Questions to Ask ERP Vendors Before 2026

As the year wraps up, your company may be rethinking its ERP system and considering switching vendors in the new year. Perhaps your current system feels outdated, or you’ve become increasingly frustrated with slow response times and a lack of post-go-live support over the past year. Whatever the reason, if you’re evaluating new ERP vendors going into 2026, here’s one piece of advice:

Don’t just ask about features. Ask about customer support!

The truth is, even the best ERP software won’t deliver ongoing value if your provider disappears after go-live or pushes you through endless ticket queues. To help you avoid this trap, we’ve pulled together the five most important customer support questions to ask any ERP vendor and how our team at Discovery Solutions answers them.

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Customer Support Question 1: Who actually picks up the phone when we call?

Why ask: Many ERP vendors outsource implementation and customer support to third parties. This means you rarely speak to the same person twice, leading to frustrating hand-offs and repeated explanations that naturally extend the time required to resolve issues.  

Our answer: At Discovery Solutions, we handle all implementation and support in-house. The same experienced team that sets you up on DMS ERP stays with you long-term. The result is direct access to a local team of experts who are ready to address any specific ERP hurdles that you may experience.  

Proof point: Wrangler Rentals experienced this difference firsthand. When Wrangler Rentals needed a tune-up to improve their AP process and address reporting challenges, our in-house and local team worked directly with their CFO and staff on-site until these processes were running seamlessly. A unique display of our ongoing commitment to customer support that went beyond computer screens and phone lines.

Customer Support Question 2: Will our implementer also be our long-term support contact?

Why ask: Some ERP vendors will hand you off to a generic help desk after go-live. This disconnect means that the customer support you ultimately receive falls short of truly understanding the context of your business or how your system has been configured.

Our answer: Every client is assigned a dedicated Implementer and Success Manager who stays with you from onboarding through ongoing optimization. That continuity builds trust and ensures faster resolutions.

Proof point: Western Oilfield went live on DMS ERP in May 2022 and continues to work with the same Discovery Solutions team members that originally managed their migration. That consistency has helped them grow confidently and experience ongoing success with our ERP software.  

Customer Support Question 3: How proactive is your customer support?

Why ask: Effective ERP customer support isn’t just about fixing problems the moment they arise. It is equally important for ERP vendors to be proactive, helping your company avoid issues before they arise while also optimizing processes as your operations evolve.

Our answer: Simply put, we don’t wait for tickets! Our Success Managers proactively suggest improvements, new configurations, and reporting enhancements to make sure you’re getting the most out of DMS ERP.

Proof point: Wrangler Rentals benefited from proactive improvements when we introduced interactive dashboards via LookerStudio. This wasn’t just a fix, but rather a step-change in how their team gained valuable insight from data.

Customer Support Question 4: What’s your average response and resolution time?

Why ask: Customer support delays can cripple your operations. You need to know how quickly issues will be acknowledged, prioritized, and resolved.

Our answer: Because our support is offered in-house and quarterbacked by veteran ERP experts, we can respond quickly and resolve issues without passing you through multiple layers.

Proof point: Western Oilfield recently emphasized how DMS ERP has not only improved their accounting, inventory, and order entry workflows, but that ongoing support ensures the system “is built to grow with us” — a clear sign that issues they experience are being addressed quickly before they escalate.  

Customer Support Question 5: How will you support our business as it grows?

Why ask: Your ERP system must scale with your business operations. This requires an ERP vendor who treats the business relationship as a partnership, not a one-time project.

Our answer: With 40+ years of experience, industry-specific expertise, and a track record of long-term client partnerships, we’ve built DMS ERP to evolve with your needs, and we back this with a team of in-house experts who directly support your growth goals.

Proof point: Both Wrangler Rentals and Western Oilfield continue to rely on Discovery as a partner beyond go-live, ensuring their ERP success aligns with growing business needs. Check out the referenced Wrangler Rentals case study here. Alternatively, explore the Western Oilfield case study here.

Don’t Settle for Poor ERP Customer Support in 2026

Switching ERP systems is a significant investment, but it pays off when you have a partner who delivers both the software and the customer support required to succeed.

At Discovery Solutions, we believe customer support is the real differentiator. That’s why we keep everything in-house, assign dedicated Implementers and Success Managers to you, and build business relationships that last well beyond go-live.

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