Quick Q&A on
Making smart vendor choices based on service and support
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Price is important, but the best vendor relationships are built on highly responsive service and support models, says Primax’s Jennifer Gibson.
Banks and credit unions that go beyond focus on a contract’s cost and explore a vendor’s commitment to service and support, as well as their track record, often lead to sounder solutions. For example, it’s important to ask: “What is the ratio of your prospective vendor’s support contacts to the number of clients they are serving?”
In our Quick Q&A on making smart vendor choices based on service and support, Gibson says that a financial institution seeking a true partner must learn in granular detail how the vendor will deliver on its promises of high-quality service and support.
In this Q&A with Primax’s Jennifer Gibson, you’ll learn:
- Why poor service and support from a vendor outweighs the value of an attractive price.
- How to ask key questions like “Will there be immediate support if something goes wrong during off hours?”
- How to recognize all the hidden costs in the form of time, effort and energy that go into making a vendor decision.
- Why human support is critical when the vendor’s tools and technology leave a gap.
- Why do banks risk little to no growth when solutions are cobbled together by a vendor indifferent to reliable support.
Jennifer Gibson
Vice President of Sales
Primax
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