Having a long-term relationship with your trusted vendor partner can benefit your enterprise in a multitude of ways. You will have a greater ROI, develop greater expertise in the system, and have a partner who knows and understands your organization.
These five basic concepts will establish a long-term, mutually beneficial vendor relationship starting at implementation.
1) Contact and communication
Establish a regular cadence of communication with your vendor partner. Scheduled meetings and conversations that both you and your vendor are committed to attending will allow you to bring up questions or concerns before they become problems. Additionally, your vendor can help you periodically improve the way the system is being used in your enterprise and discuss new features that could be implemented.
This helps both your enterprise and the vendor be proactive, which helps mitigate problems.
2) Dedicated team
Ideally, you want a terrific technology paired with a terrific team, but the more important piece of the puzzle is the service team. You want to be sure that your vendor is helping your entire enterprise get the most out of their automated scheduling system.
Having a dedicated team that really grasps and understands how your enterprise functions will save you time when communicating with your vendor. You won’t need to re-explain systems, policies, and how you function every time you need help with an issue or have a question.
3) Next issue avoidance
Your vendor is responsible for not only how the system runs, but how successful your enterprise is in using it.
This proactive behavior from your vendor can help stop issues in their tracks. If you are automating less and less in your automated scheduling system, that should be a cue for your vendor to reach out and help you tune up your automations.
4) Strategic and tactical priorities
Focusing on your strategies should be a top priority for your vendor. They should understand your strategy the same way that you understand your strategies and the tactical issues that surround them.
If you build the system with your vendor, you know that all of your policies, naming conventions, users, and rules are correct. Although being involved in this implementation may seem like more work up front for your enterprise, it will pay off in the long run. Your team will know how the system functions and they won’t have to rely on customer service to change minor settings and rules in the system. This ensures there is no gap in knowledge of how you think your system is running and how it is actually running.
5) System configuration
Your vendor should be looking at the system configuration and system health to ensure that your automated scheduling system is running properly and positively affecting your enterprise. Be sure that your vendor and internal team are working together to maintain system health.
Your vendor should be notifying you of warning signs that your scheduling system may not be as efficient as originally planned so that modifications can be made. Tweaking your system periodically to optimize system health will help your system create the best schedules for your organization.
Your automated scheduling system should be a living part of your enterprise. If it stays static and doesn’t grow and change with your organization, it will quickly become outdated.
Having the foundation for a long-term vendor partnership based on communication, strategy, and dedication will help your system function smoothly for years to come.
Topics: Operational Excellence