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One of the most common frustrations I hear from dealership employees is vendor finger pointing. Have you ever experienced anything like this?

 

Your inventory management software is not delivering updated information to the DMS. You call the inventory management vendor and they say the problem is with the DMS. You call the DMS vendor and they say the problem is with the inventory management software. Both vendors' tech support people insist they are right. Not only that, but when you get upset, they have the nerve to give you attitude!

 

You don't care who's right or who's wrong. All you want is for the software to work.

 

Other than tearing your hair out, what can you do in this situation?

 

The quickest way to ensure a resolution is to:

 

1) Call your sales representatives with both companies. Explain the problem and tell them you want to set up a three-way call with yourself and both of them.

 

2) Ask the sales reps to escalate the situation internally so there will also be a higher tier customer or technical support person on the line during the call.

 

3) Don't take no for an answer. Your time is valuable and you shouldn't be wasting it on the phone without getting answers.

 

4) Before the conference call, document the exact problem you are having and take screen shots of any error messages that occur. Email documentation to each sales rep and ask them to forward it to the tech support.

 

Getting both vendors on the same phone call at the same time should help to expedite a resolution.

 

Have you ever experienced vendor finger pointing? How did you resolve the problem?

Views: 153

Tags: Helion, IT, managed, services, solutions, vendor

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Comment by Timothy Martell on June 14, 2016 at 8:24am

Because of the boutique nature of our digital marketing agency, we generally run point for most of our client's monthly meetings. One of the biggest problems are the "meetings" with each vendor. We cut through that time suck and the finger pointing by coordinating a single strategy meeting with all vendors on the meeting simultaneously. Then we can have honest discussions about whats working, what isn't, why and the best way to strategize collectively to continue to make better decisions for tomorrow instead of merely focusing on only what happened last month.

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