Incredibly Poor Customer Service from Infor?

Hi,

I just wanted to ask if anyone has gone through an Infor CRM deployment recently?

We are currently undergoing an upgrade from 7.5 to 8.3x which was supposed to take 10/12 weeks from start to finish yet here we are 16 weeks in and its complete chaos.

Our infor Project Manager is never available and seems to be permanently 'on site', yet not a single person from the implementation team has visited let alone completed a deep dive.

Meetings are constantly missed, face to face training has not materialized... documentation promised several times still hasnt appeared.

We are due to go live in 4 short weeks and at this rate its never going to happen.

Thanks

Mark.

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Comments

unknown

What's region are you in? 4 month is a bit too much

unknown

What is the name of your company? Are you working with an Infor CRM partner?

unknown

Sounds awful, is this a pure Lan or Web upgrade or are you moving from LAN to Web at the same time?

unknown

What extent of customization is required for this deployment?

jake-hayden

Sorry to hear that, but just wait until after and you wait for 16 months for product fixes... if they ever get fixed. It gets "better"!

0911060553270289.pdf

stefan-semlak

I agree with Huan, and would echo Dino's question. How much customization migration is involved?

unknown

Another question I would add to the list above is: how many users across how many offices / countries ?

adam-travers

I don't think this is all down to the size of the implementation/customisation. Just poor project management.

unknown

Absolutely, but context is useful for everyone in this case.

unknown

Hi all,

Thanks for the feedback, its good to know we should be expecting better service than we are currently receiving .

We are based in the EMEA region, UK to be specific but I cant really name my company at this stage.

The deployment is being done directly by the Infor ICS team, unfortunately we were a bit limited with alternative resellers and Infor had a slick sales pitch.

We are moving from Lan to Web, but its all on premises as opposed to cloud deployment.

There are a few customisations (5/6 screens) & a handful of business rules but none are that complicated, no integrations.

There were one or two delays at our end early on due to potential IT security issues, but that partly due to a miscommunication between Infor and ourselves.

Thanks

unknown

Count yourself lucky you aren't in Australia. We are Tier 3 customers. We do everything in-house as support is virtually non existent. Next time fly me over and I'll do it for you

adam-travers

If you’re genuinely not getting the service you should then speak with Infor about working directly with a business partner.

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