Customer support is one of the most overlooked requirements in the successful deployment of procure to pay technology. Technology implementations with weak customer support are at a high risk of not achieving the goals of the project.
In the early 1960s, renowned business psychologist, Harold Leavitt, developed what he referred to as a four-part, “Diamond” model for driving change in an organization. In the years since, that model has been consolidated to three primary focuses that many organizations still use today:
Keeping this model in mind is key for any enterprise entering into a long-term relationship with a Procure-to-Pay suite provider.
Process and People are Critical
Unfortunately, there are numerous - and some very public - stories of failed Procure-to-Pay Suite implementations throughout the history of enterprise technologies. While each scenario is unique, these struggles are often the result of a less than optimal relationship between the Procure-to-Pay Suite provider and its customer. More specifically, these failures can often be traced back to a lack of focus on 2 important pillars of Leavitt’s model; the processes and the people, i.e. vendor support.
BuyerQuest started with the idea that buying at work should be as easy as buying at home. End users - who may not be super tech-savvy - should be able to quickly and easily find the approved goods and services they need to buy, while still adhering to corporate procurement, budgetary and approval rules. Procure-to-Pay suites that fail to provide a user-friendly interface are becoming a distant memory due to the strong millennial workforce that’s demanding an easy to use Procure-to-Pay Suite.
BuyerQuest Focuses on Customer Support
While providing a best-in-class Procure-to-Pay Suite is critical to success, BuyerQuest realized early on that careful attention to our customers from kick-off, through implementation, to go-live and beyond was key in ensuring a smooth transition and long-term success. In other words, this means engaging with everyone involved - from the primary stakeholders to the end-users - to best understand both the strategic and tactical goals of the business.
A full customer support experience tends to be overlooked as organizations look into Procure-to-Pay Suites, and the risk of overlooking this integral factor could lead to the failure of the project.
Customers who engage with BuyerQuest are confident in their procurement organization’s success because they are fully supported by our people and our technology.
Positive Customer Reviews
Some of our customers have shared their stories on sites such as Gartner’s Peer Insights.
"From initial discussions to post go-live support, I have been impressed with the BuyerQuest Procure-to-Pay Suite as well as their entire organization. It is clear that they are passionate about what they do, both from a solution perspective as well as ensuring customer success. " - Director, Product Development in the Miscellaneous Industry
"I have not experienced any problems thus far. All orders have been handled well. The ease of finding the parts I need and placing orders, couldn't flow any smoother. I have nothing negative to say. " - Parts/Inventory in the Transportation Industry
"BQ allows us to provide a clean and concise shopping experience to our retail locations. Shoppers experience seamless transactions with multiple indirect suppliers using one cart. The Admin portal is easily maneuvered. Support Desk is effective and efficient when assistance is needed. " - Operations Purchasing Analyst in the Retail Industry
To learn about how BuyerQuest and how our technology and customer support may just be the best solution for your Procurement needs, contact us today. Buyerquest.com
Read the full Gartner Peer Insights 2019 Report.
Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences, and do not represent the views of Gartner or its affiliates.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Gartner Peer Insights ‘Voice of the Customer’: Procure-to-Pay Suites, 7 November 2019, Peer Contributors
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