Vendor support teams criticised by IT directors

24 May 2012

Vendor support teams criticised by IT directors

14 September 2009 JJ Robinson

Vendors are failing to take feedback seriously and their support teams are reflecting it, say IT directors

Organisations are frustrated with the level of support they receive from IT vendors, according to a study by SAP’s UK and Ireland user group.

Of the IT directors polled, 83% said they felt they had greater product knowledge than vendors’ support teams and criticised them for a lack of ‘reallife’ user experience, while 82% called for more open collaboration with peers.

A further 48% said vendors were not taking customer feedback seriously, while 85% said they wanted greater access to senior management or insight into product development.

Staff training was a particular concern, with 78% of respondents frustrated with the limited amount of resources available for education. In the absence of internal training, 76% felt that sending staff to vendor-run user events was beneficial.

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