At Flexi, we have been hearing a lot from our newest customers about the lack of support they are experiencing from their previous accounting software provider. 

This lack of support is becoming an apparent risk when accounting software is only a sliver of the comprehensive products that vendor sells. For example, a large ERP software provider may have a host of reasons why accounting is not the priority.

A shift in strategic focus may necessitate the reallocation of resources to all-encompassing solutions that go beyond accounting to include other business functions like supply chain management, customer relationship management, human resources, and more. As the focus broadens, fewer resources remain to develop and support stand-alone accounting modules.

Another common example occurs when an ERP provider acquires another company or is acquired. The resulting changes in business strategy or product portfolio could lead to reduced focus on accounting software. The combined entity may choose to consolidate or phase out overlapping products.

Outsourcing customer support to less costly but less knowledgeable third parties is also a contributing factor, as is the reliance on under-developed AI technology that cannot tend to personalized questions that go beyond a pre-canned script.

These are just a few examples that are contributing to the noticeable decline in accounting software support that customers are experiencing.

In short, when YOUR priorities are not the same as THEIR priorities, someone suffers. And it’s usually you.