Why is LMS Support Essential for your LMS Platform?

BY ASIF KHAN

29 JULY 2022

The key to the best LMS management software

It’s easy to think that the best LMS management software is likely to be the most expensive. Or even the LMS with the most features. We’ve heard all the LMS horror stories. The brilliant course you’ve been up until the wee hours finishing just won’t upload. It should, but it won’t. Your analytics aren’t exporting and a report is due. You need to add a new department and make sure the licensing is all hunky dory before the day begins. But there’s a problem, and it’s one not enough people talk about: awful support.

The best LMS management software is only as good as the support

When you’re working with something as essential, a Learning Management System with excellent support should be as high up on your feature list as anything else. But, all too often, once a multi-year deal is sealed and your money is safely tucked into someone’s sales figures, you get sidelined. Promises of an LMS with amazing customer service turn into apologies, excuses and missed SLAs.

 

So, onto something before we tell you how fantastically client-friendly, transparent and cost effective our support offering is. Let’s take a walk through the LMS Support Hall of Horrors, and discover five nightmares for LMS support customers. Apologies if they trigger familiar frustrations.

Slow turnaround making your life miserable

Isn’t it funny how your calls get answered like greased lightning by sales staff before your deal is signed. And how you don’t really get that same energy from support once you’ve committed? Learning works on a strict time frame. You need to know that your LMS support team won’t leave you hanging. And it won’t leave your issue until the last second of the contracted SLA. That certainly doesn’t make for the best learning management software choice around. Because when your platform has issues, your tech staff, educators, students and technologists all have issues, and learning stops.

 

This isn’t 2010. And a properly functioning LMS support service should be fighting to keep your loyalty with rapid, responsive support.

Limited support tickets to discourage you from calling

When you picked up a contract, the number of support incidents seemed like way more than you could need, right? But then one issue turns into five. And suddenly, you’re seeing a team more interested in selling you support ticket bundles than helping you out of a jam.

 

You become worried about using up your LMS support allocation. And soon, you’re letting smaller issues go unfixed. It’s not perfect, but you can suffer through them.

 

This isn’t how you should have to run your organisation. Find an LMS partner whose goal is to make sure that you have the support you need. Not to find ways to charge you. Then will be closer to finding the best LMS management software. In fact, if you’re looking for one with unlimited support, you might not have to look far.

Support staff who don’t know their stuff

You know the old chestnut: you’ve got to wade through two tiers of support to get to someone who knows half as much as you do. So much wasted time, gnashing teeth and stressed colleagues. Perhaps you even wind up assuming you could do it better yourself. But then why should you even have LMS support at all?

 

Good LMS support should be trying to fix your issue as quickly as possible. That’s what makes for the best LMS management software. And that means you need experts. People who actively develop the platform and know it inside out. All without logging a case for someone higher up the food chain, whenever they might be available. Which LMS support services are staffed by dev workers? Dynamic LMS certainly does.

Broken things stay broken

Even the best Learning Management System may may develop an unforeseen bug. Or you might develop a brand-new requirement. In the case of some vendors, you may be waiting on roadmap features that were promised in order to get your signature on the dotted line.

 

But nothing happens. You’ve logged countless tickets, been given vague assurances and have to resort to ugly workarounds.

 

When your LMS support team overlaps with development, things get fixed quickly. That’s because they’re getting fixed by those support contacts. Maximum efficiency, minimum tearing your hair out. And another step closer to your choice being the best learning management software.

Costs are not what they seem

We’ve mentioned before that many providers will try to generate as much revenue as possible from your technical traumas. It’s more than just LMS support incident tickets. You can also find yourself paying based on the features you use and the number of departments you use them for.

 

The initial price you were offered for the platform suddenly gets overtaken by TCO, the total cost of ownership over the lifetime of the product. That’s going to upset your finance team as well as make it clear that you’re not with an LMS partner that believes in transparency. And you deserve better.

You’ll never have the best learning management software with inadequate support. Bad LMS support is probably going nowhere. Too many companies make too much money from it. But the good news is that you now have better options.

 

The best learning management software comes from LMS support partners who are committed to transparency. And committed to fixing your problems whilst adapting with your organisation. Not to mention making sure you have no reason to go anywhere else. So next time you’re shopping around, ask questions like: “How good is your response time?”, “Is there a limit on enquiries?” and “What extra costs could we incur?”. Or, if you don’t fancy running the risk of being disappointed, give Dynamic a call.

FEATURED CASE STUDY

Ever thought changing your LMS was hard?

Arrow Global is a leading European alternative asset manager specialising in real estate and private credit. Arrow wanted to ensure all employees receive regular training in subjects including data protection, incident management, information security and Consumer Duty legislation to name just a few.

 

“We’re delighted with the functionality of our new LMS platform.”

Karen Polymniou   |   Senior HRBP for Talent and Development

VIEW THE FULL CASE STUDY >
VIEW THE FULL
CASE STUDY >

Brief us, talk to us, pick our brains ...

We'll get you in touch with the right person.




    You’ll need to have cookies enabled to use this feature.
    Please accept our cookies here to enable the reCAPTCHA which is required to send this form.

    This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

    Copyright © 2024 Dynamic Business Services Ltd. All rights reserved.

    Privacy and cookie policy

    Manage cookies