For most companies these days, and particularly distributors, well-designed and properly implemented internal systems are essential. In today's business environment, a "production down" situation translates into lost money and lost customers.

It's never been more important to make sure that the systems being installed to run your business are tried, tested and broadly supported. What this means is that whether a customer is in Miami, Florida, or Miami, Ohio, they should have access to service professionals that can provide effective and timely on-site assistance when the need arises. For many companies, satisfying this expectation is best accomplished by developing a relationship with a local Value Added Reseller (VAR), an independent company that has aligned with a particular software provider to sell and support its products.

As an early champion of this philosophy, Aperum has validated the approach through countless success stories and real-world examples of customers that averted disaster because someone was available to be on-site quickly.

The benefits of local support are many, but are sometimes minimized by those software companies that don't provide them. However, many a non-believer has been converted when that "production down" cry was answered with, "We can probably have someone there in the next few days …" by the vendor. Here are just a few of the more compelling benefits of a local service model.

Even with all the sophisticated remote support capabilities offered today, the reality is that many critical system problems require a human being on site. Distributors can't wait days for their systems to recover from a down status. Your company will save thousands of dollars and otherwise lost productivity by having access to local professionals who can be at your location within minutes or hours versus days.

Many distributors lack the budget or the need to hire IT staff to maintain their system, nor do they have the time or expertise to develop long-term IT strategies. Value-Added Resellers (VARs) are generally staffed with experienced and highly trained IT professionals that understand the needs of specific industries and can establish a support plan that evolves along with your business.

A software solution is only effective when employees understand how to leverage its power. VARs provide cost-effective access to local training that is especially critical in the early phases of implementation. There still is no substitute for hands-on training, whether at the VAR's facilities or at your location, where you can actually interact directly with other human beings.

VARs clearly differentiate themselves by delivering personal service and developing long-term relationships with their clients. Case studies and customer references are a must for any vendor's long-term success. This is even more important for a VAR, as they generally service regional or local geographies where word travels fast and many of their customers regularly interact through local chambers of commerce or other forums.

In summary, local service and support are vital components in maintaining a successful ongoing software implementation. If your vendor has brick and mortar in your city, that's great. If not, I suggest you seriously consider aligning with a local service partner. You'll sleep easier knowing that you have somebody across town that you can call when the planets in your software galaxy become mysteriously misaligned … and they will sooner or later.