Here's Why Your Accounting Software Support May Be Falling Short
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.
Why Flexi’s Accounting Software Support is Different
- Flexi’s Support: Our support experts have an average tenure of over 10 years and enjoy developing genuine relationships with our customers. In contrast, if you rely on a large enterprise platform, the support is likely outsourced or shared across many product lines. Accounting software is not their priority, and support for this product may be further diluted by staff cuts.
- Flexi’s Industry Focus: Unlike enterprise software platforms that fill multiple needs with competing development budgets, Flexi’s software is designed to simplify complex accounting, like multi-entity accounting, and our expertise is highly sought after in complex industries like financial services, banks, credit unions, and insurance. Our software is designed to automate the complex accounting of these industries, and 100% of our R&D budget is dedicated to advancing our accounting automation capabilities.
- Flexi’s Fit: Flexi is large enough to build a world-class platform, but small enough to be flexible and care about delivering an exceptional customer experience. Customers say Flexi is “just the right size.”