As you consider which learning management system (LMS) to purchase, it’s important to not only think about its features and price, but also the quality of the post-purchase service the vendor you select provides. A vendor’s post-purchase service is crucial in ensuring that you are able to get the most out of your LMS and that it meets the needs of your organization.
The real work begins after you’ve purchased your LMS.
The first hurdle is learning how to ensure your LMS implementation runs smoothly.
The second hurdle is managing the ongoing relationship with your vendor. This is where the importance of the post-purchase service shines.
Vendors typically have a client services team in place to help manage your LMS on an ongoing basis.
The vendor’s client services team will help you with any technical issues you may have, assist you with LMS user support, and train you on how to use the LMS. They’ll also be your advocate within their organization, helping you ensure your needs are met.
In this article, we’ll explore why your member-based organization should focus on post-purchase service, as well as highlight what to look for to ensure that your LMS platform is successful long-term.
1. What should you look for in a client services team?
Post-purchase service is important because it can make or break your return-on-investment projections for your organization.
When selecting a vendor to work with, you should look for a vendor with a client services team that is responsive, knowledgeable, friendly, and helpful–as well as committed to your success!
In addition, the vendor should have clear processes for handling support issues and training on new features so that you can be confident you’ll always have resources to turn to when you need help.
Here are some characteristics you should look for when it comes to a vendor’s post-purchase service:
- A responsive team will be available when you need them and will be quick to respond to your inquiries.
- A knowledgeable team will be able to answer your questions and help you troubleshoot issues.
- A friendly and helpful team will make you feel like a valued customer.
- And a committed team will want to help you get the most out of your investment. They’re pulling for everyone’s success in the project: both you and them!
When considering a post-purchase service team, make sure to find one that meets all of these criteria. By working with a vendor that is committed to providing you with excellent service, you can be confident that you’ll be able to get the most out of your LMS for years to come.
2. What is a service-level agreement (SLA), and why should you care about it?
When considering an LMS, it is vital to ensure you review your service-level agreement (also called an SLA) before signing on with a vendor. This is a legal agreement between you and the vendor that outlines the level of service you can expect from them.
SLAs are important because they give you a clear understanding of what to expect from the team regarding response times, issue resolution, training, and support. There are various levels of service that can be outlined in an SLA, so it’s important to select the one that meets the needs of your member-based organization.
For example, if you need 24/7 support, ensure that the vendor you’re considering has an SLA that meets this requirement.
Here is an overview of what to look for in an SLA:
- Response times: How quickly can you expect a response to your inquiry?
- Hours of operation: When will someone be available to help you?
- Issue resolution time frames: How long will it take for an issue to be resolved?
- Training and support: What kind of training and support are available?
- Security and compliance: What kind of security and compliance measures are in place?
When considering an LMS’ post-purchase service, be sure to ask about the team’s SLAs. This will give you a clear understanding of the level of service you can expect from your vendor in the future.
3. How can you track the level of service you’re currently receiving from your vendor?
It’s crucial to keep track of your vendor’s current level of service so that you can identify areas for improvement. Evaluation reports are only effective if they are shared between both parties and then properly acted upon. This is a normal part of the vendor management process.
Vendor management KPIs (key performance indicators) help you understand whether you’re receiving the level of service you expect from your vendor according to your SLA (which should list them). KPIs should be established for each critical element of the product and/or service.
In order to measure if you’re getting the level of service you purchase from your vendor, you need to establish a process that tracks KPI performance.
This can be done in a number of ways, including reviewing data from:
- Response times: Conduct an audit to measure how long it actually takes to get a response.
- Hours of operation: Send a message and see if someone gets back to you within the allotted period.
- Issue resolution time frames: Track how long it takes your vendor to respond to your inquiries/issues.
- Training and support: Evaluate the quality of training by asking your staff for feedback.
By implementing a process to track vendor performance, you’ll be able to work with your vendor to address any issues that may arise, as well as improve your system together. Remember to keep your vendor management KPIs in mind when purchasing an LMS; you need to be aware of the service you’re getting!
In order to ensure that you’re getting the best value for your money, be sure to ask about the vendor’s different SLAs and then examine how they measure up against other vendors in the market.
Conclusion
If you want to be sure that you’re getting the best possible service from your vendor, be sure to look for a quality client service team.
Make sure that you examine their service level agreements to ensure that they can satisfy your requirements.
Most importantly, continue to track the quality of your vendor’s service using the key performance indicators we discussed earlier.
By taking these steps, you can be confident that you’re getting the most out of your vendor relationship, even long after you’ve made your purchase!