Surge In Demand For Software Support

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Jude Knowles says that the latest figures from Business Micros show the industry is pouring time and resources into updating and enhancing its software at record rates.

Calls to the company’s dedicated support team based at Penpont in Scotland are 9% up this year compared to 2021 and 20% up compared to 2020.

The majority of these calls are program requests from customers who are adding new product lines to their manufacturing set-ups or machine enquiries when they are investing in new saws and CNCs.

There are also growing numbers of customers calling for support in updating costings and pricing and making the most of efficiency focused features such as materials batching modules.

 “If you take these calls as a barometer of what’s happening in the industry, then there’s clearly plenty of growth and diversification going on as fabricators invest in products and machinery.”

– Jude Knowles 

Head of operations, Business Micros

Optimisation

“There is also a renewed determination to increase efficiency, which of course is what our EvoNET business management software is all about,” continues Business Micros’ Knowles. “Our core market for both EvoNET and our Evolution manufacturing and processing software is PVC-U fabricators. Calls were increasing in 2021 when the market was booming and fabricators needed their software to help them to do more. that has continued throughout 2022 when there have been signs of a tightening in the market and it has become more about optimising what our customers already have - in order to save on costs and protect margins.”

Support contracts

“80% of our customers have a level of support contract with us because it gives access to our expert team on the phone, online or in person when they want to add functions or features to make the most of their software,” adds Knowles. “Only a tiny proportion of our support team’s time is spent solving problems for customers or fixing errors though – it’s all about helping them to use their software more effectively and get more value from their investment.

“We have different levels of support available depending on customers’ requirements. Some need online help with data changes, whereas others choose to have regular virtual meetings with us so that they can continually hone their software to make sure it keeps pace with their business.”

Picture: There has been a surge in demand for software support claims Jude Knowles, head of operations at Business Micros.

www.businessmicros.co.uk

Article written by Cathryn Ellis
27th October 2022

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