A new annual report on the state of customer satisfaction with ERP (enterprise resource planning) software offers some insights for customers considering whether to stay with their current provider, and for corporate executives who are still considering ERP software. In summary, ERP users who responded to the 2013 survey were not quite satisfied with their software. The Panorama Consulting Solutions annual state of ERP report elaborates on that conclusion and what it might mean for current ERP users. The Diginomica article contains some telling observations:
- Overall customer satisfaction with ERP is reasonably high but there are many dissatisfied customers.
- One in five firms has experienced a failed ERP project.
These survey results came from 192 respondents polled between January 2013 and February 2014.
- Only 63% of installations were an unqualified success.
- 70% of respondents were satisfied with their software and 75% would choose that software again.
- 83% of respondents worked with ERP consultants, a 23% increase over the previous year.
- Firms that called in ERP consultants, most often used those consultants either to supplement the firm’s expertise or to manage the company’s ERP implementation.
- An encouraging 80% of respondents realized at least some benefits from their ERP implementation. Unfortunately, 51% of those companies realized half or less of the projected benefits. Panorama does not speculate on the cause for this low rate of return.
- 51% of respondents reported some operational disruptions associated with implementing their ERP solution.
Panorama notes that most companies will only get maximum value out of ERP software with help from consultants. If you’d like to get your money’s worth of Oracle’s Peoplesoft ERP, and increase your satisfaction with the product contact us today.
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