When an issue arises with your VAN (Value-Added Network), you need answers fast. But getting support from some providers can feel like calling an airline’s customer service line: endless hold music, repeated transfers, and the creeping realization that you might never get an answer. Meanwhile, your orders are stuck, your trading partners are waiting, and you’re contemplating whether sending a carrier pigeon would be faster.
So it’s worth asking: How fast is your VAN support, really? And why does response time matter so much?
Imagine this: A critical order transmission fails, and your trading partner is waiting on a shipment. You submit a support ticket, but instead of an immediate response, you receive an automated reply:
Your request has been received. A representative will respond within 24-48 business hours.
Being a polite and patient person, you wait the full two days before following up — only to discover that your request seems to have vanished. Maybe it’s sitting in an abandoned inbox, maybe it’s lost in a black hole, or maybe it was never received at all. Nobody knows! Meanwhile, your supply chain grinds to a halt, your customer gets impatient, and you’re left in limbo.
Unfortunately, this scenario is all too common with many VAN providers. Here’s what slow support can cost your business:
Many legacy VAN providers, like SPS Commerce and OpenText, are notorious for slow response times. Common complaints from users include:
At BOLD VAN, we understand that businesses can’t afford to wait. That’s why we prioritize customer support with:
One of our customers, a major consumer goods supplier, was experiencing persistent delays with their previous VAN provider. Every time they had an issue, it took at least 24 hours to get a response, and sometimes even longer to resolve the problem.
After switching to BOLD VAN, they encountered an urgent issue where a key trading partner wasn’t receiving order acknowledgments. Within two hours, our team diagnosed and resolved the problem, ensuring uninterrupted business operations. The company estimated that our fast support saved them thousands in potential chargebacks and lost orders.
If you’re tired of waiting on slow, unresponsive support, it’s time to make the switch. With BOLD VAN, you’ll get:
Don’t let slow support cost you time and money. Contact us today and experience the BOLD VAN difference!
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