When your business depends on the performance of an ERP system, your choice of support partner is critical. This is about long term alignment, strategic resilience and making sure your enterprise application landscape changes with your business.
At Birchman, we’ve seen what happens when ERP support is treated as a back-office function rather than a strategic enabler. We’ve also seen the remarkable outcomes that can be achieved when the right partner is in place.
So, if you’re reassessing your ERP support arrangements or engaging for the first time, here’s what to look for.
#1
Industry understanding: not all ERP challenges are created equal
Every sector has its quirks.
Every industry has its own pressures and priorities. A capable ERP support partner will understand the difference and be ready for the specific challenges that come with your environment.
Look for a partner with real experience in your sector. Ask how they’ve supported similar businesses and whether their ERP support services are shaped to reflect your industry’s needs.
This becomes even more important in complex SAP landscapes. A small misstep can affect everything from finance to operations and the supply chain.
#2
True partnership, not just a vendor relationship
ERP support should feel like having an expert embedded in your team, not a ticket machine at the other end of an inbox. The right partner is one who shows up consistently, understands your goals, and adapts to your pace of change.
In other words, they’re in it for the long haul.
Ask potential partners:
- Will we have a consistent point of contact?
- How do you work alongside client teams day to day?
- What does your knowledge transfer process look like?
Avoid partners who operate reactively and only surface when something breaks. A strategic ERP support partner should act proactively, helping you prevent issues before they escalate and guiding you through evolving business requirements.
#3
Scalability and flexibility in service delivery
ERP systems rarely stay static. As your business grows, diversifies or transforms, your support needs will shift quickly. You may need more proactive guidance one quarter or intensified help during a rollout the next.
Choose a partner whose ERP support services are designed with scalability in mind. Can they flex with your business? Can they provide both day to day issue resolution and long term optimisation strategies?
A modular, flexible support model is often the most future proof. It allows you to dial support up or down depending on internal capacity, seasonality and transformation initiatives, without compromising on quality or responsiveness.
#4
Depth of technical expertise with a human face
There’s no shortage of ERP generalists out there but when systems get stuck or start throwing up the strange and unexpected, you’ll want the experts’ experts on your side.
The right partner brings more than certificates and surface-level know how. They offer deep SAP expertise, understand how applications interact and can resolve issues without a barrage of jargon.
But technical knowledge alone isn’t enough. It’s how that knowledge is applied, communicated, and integrated into your business that makes the real difference.
Look for a partner that balances sharp technical insight with human centred delivery. One who picks up the phone, explains things clearly and makes your life easier, not harder.
#5
Proactive optimisation, not just problem-solving
Traditional ERP support focused on break-fix. But in modern enterprises, support is about momentum.
A top tier ERP support partner will help you continuously improve your system landscape. That means identifying areas where performance could be improved, helping reduce technical lag, and advising on upgrades and innovations that could benefit the business.
In practice, this could include:
- Improving processes that slow people down
- Identifying unused or underutilised licences
- Supporting a phased move to S/4HANA when the time is right
#6
Proven track record in transformation and transition
Your support partner should bring hands on experience in managing complex transitions with minimal disruption. Ask for references and case studies and look for evidence of successful handovers, hybrid models, or staged migrations.
A partner that’s “been there, done that” will help you avoid costly missteps.
#7
Global reach with local relevance
If you operate across multiple countries, support becomes even more nuanced. Different regions may have different compliance requirements, reporting structures and working hours.
A strong ERP support partner understands the balance between global standardisation and local adaptation. They bring coordinated service delivery across regions while respecting the subtleties of each market.
Birchman, for example, draws on the United VARs network, offering local expertise in over 100 countries. That means, global organisations get reliable support with local context no matter where they operate.
#8
Clarity on commercials and SLAs
ERP support contracts can get complicated fast. Too often key details are buried in technical language or bundled with services you don’t actually need.
Make sure your prospective partner is upfront about the basics:
- Clear Service Level Agreements (SLAs)
- Transparent billing models (e.g., outcome based, time & materials or managed service)
- Defined escalation processes.
Avoid ambiguity. When problems do arise, the last thing you want is confusion over what’s covered, who’s responsible or how quickly you can expect resolution.
#9
Cultural fit and accessibility
Sometimes the soft stuff makes the biggest difference. You’re not just choosing a support vendor, you’re choosing people your teams will work with every week, if not every day.
Ask yourself:
- Are they easy to reach?
- Do they listen and respond clearly?
- Can they collaborate effectively with our teams?
- Do they feel like part of the business, not just a service on the side?
Technical skills matter. But a partner who fits your culture and works well with your people will build trust faster and help deliver better outcomes long term.
Final thoughts: don’t settle for good enough
Choosing the right ERP support partner is a strategic decision.
You’re looking for a long term ally who understands where your business is going, helps you get there faster and is still standing beside you when the next challenge hits.
At Birchman we bring continuity, clarity and real world insight to every engagement. We know what works and we help clients avoid what doesn’t.
If you’re reviewing your ERP support strategy or exploring a more proactive approach to enterprise application support, we’re here to talk it through.
Get in touch for a conversation on what’s next.
