14 June 2023

Support for Vendor Management Systems: Why Customer Care is Important

Wayne Burgess
Wayne Burgess

In the increasingly complex world of contingent workforce management, Vendor Management Systems (VMS) have become a cornerstone for many businesses. 

A VMS provides a seamless means for organizations to manage and procure staffing services - temporary, and, in some cases, permanent placement services - as well as outside contract or contingent labor. 

According to the Regional Research Reports, the global vendor management software market size is estimated to grow from USD $4.8 billion in 2022 to reach USD $10.4 billion by 2033 at a CAGR of 12.6 percent from 2023 to 2033.

As VMS becomes more widely adopted, the provision of great customer care in their support becomes an increasingly critical area for businesses. The following blog examines the importance of customer care in supporting businesses’ use of their VMS and highlights best practices for ensuring excellent service in this area.

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The Impact of Customer Care on Vendor Management Systems

As per a report from Microsoft, 96% of consumers worldwide stated that customer service is a determining factor in their choice of, and loyalty, to a brand. This underscores the critical role customer care plays in not only attracting but also retaining clients. Companies that employ VMS are no exception to this rule.

Without adequate customer support, businesses may face challenges in managing their vendor relationships, which can lead to delays, inefficiencies, and ultimately, financial loss. Poor customer care can lead to a decrease in customer satisfaction, which can subsequently affect customer loyalty and increase the churn rate.

Customer Care and Vendor Management System: The Direct Correlation

Providing excellent customer care means not only responding to problems quickly but also proactively addressing potential issues, educating users, and ensuring the system meets the evolving needs of the organization. 

Efficient customer care can help to reduce downtime, improve user experience, and maximize the return on investment in the VMS. 

A 2020 study by PwC found that 32% of all customers would stop doing business with a brand they loved after one bad experience. Therefore, investing in quality customer care can significantly reduce the risk of losing clients due to service-related issues.

Benefits of Great Customer Care in VMS Support

The potential benefits of providing exceptional customer care in VMS support are manifold. Some key advantages include:

Increased Adoption: When users know that they will be taken care of, they are more likely to engage with software and ultimately will be comfortable making it a part of their daily work. The more users are happy the more they will engage and drive-up program adoption. This drives the value a VMS promises. Without adoption, you gain no value. 

Reduced Rogue Spend: We all know that when presented with a bad piece of tech that has poor support, we all figure out how to work around it. This is a major problem in contingent workforce programs where customer care is poor. User frustration hits its peak and managers find ways to go do their own hiring of contractors. 

Realization of program benefits: When more people use the VMS that means your company is realizing more of the promised program benefits. These benefits include compliance, visibility, and cost savings, to name a few. 

5 Best Practices for Customer Care in VMS Support

  1. Multi-Channel Support: Providing support through multiple channels, including email, live chat, and social media, ensures customers can reach out in the way that's most convenient for them. 
  2. Proactive Support: By monitoring system usage and analyzing data trends, customer care teams can identify potential issues and address them proactively, reducing system downtime and improving the user experience.
  3. Continual Training: Ensuring customer care teams are thoroughly trained on the latest system features, updates, and potential issues can greatly enhance the level of service they provide.
  4. Customer Feedback Mechanism: Regularly soliciting customer feedback can provide invaluable insights into areas for improvement, as well as highlight what is working well. This feedback can be obtained through surveys, social media listening, and direct customer communication.
  5. Personalized Service: Each customer has unique needs and preferences. By personalizing service, businesses can make customers feel valued, enhancing their satisfaction and loyalty.

In the rapidly evolving world of Vendor Management Systems, providing excellent customer care is not just an option - it's a necessity. VMS providers that achieve this will offer huge benefits to their clients through improved contingent workforce ROI and greater program adoption across their business. 

Interested in learning more about Vendor Management Solutions?

Whether you are looking for a new VMS Solution, or just getting started, we are here to help.  See how easy Conexis is to use by taking a quick 2 minute Self-Guided Tour.  Contact Us for a Free No-Obligation Consultation to discuss your workforce challenges (and get immediate actionable insights) or Book a Personal Demo Today!

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Wayne Burgess

Wayne Burgess

Wayne Burgess is the President of Conexis, a technology company focused on helping organizations get control of their Contingent workforce.

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