How Fast is Your VAN Support? Why Response Time Matters

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?

The Cost of Slow Customer Support

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:

• Missed Deadlines & Chargebacks: If your EDI transactions aren’t processed on time, you risk non-compliance penalties from retailers and trading partners.
• Lost Revenue: Delays can mean lost sales and unhappy customers who may turn to competitors.
• Wasted Time & Resources: Your team spends valuable hours chasing down support instead of focusing on strategic tasks.
• Frustrated IT Teams: When support is slow, internal IT teams are left scrambling for workarounds instead of getting quick, expert assistance.

How Major VAN Providers Stack Up

Many legacy VAN providers, like SPS Commerce and OpenText, are notorious for slow response times. Common complaints from users include:

• Long Wait Times: Some report waiting days just to get an initial reply.
• Tiered Support Systems: Instead of direct access to an expert, customers are routed through multiple levels of support reps before reaching someone who can actually help.
• Limited Availability: Many providers don’t offer real-time support, leaving businesses without help when they need it most.

BOLD VAN: Lightning-Fast Customer Support

At BOLD VAN, we understand that businesses can’t afford to wait. That’s why we prioritize customer support with:

• Same-Day Response Times: We answer support requests within a business day — often much faster. Typical support hours are 8 a.m. to 8 p.m. ET; however, on-call support is available 24/7 for production-down type issues.
• Direct Access to Experts: No tiered support runarounds; you get help from EDI specialists right away, at no extra cost.
• Proactive Issue Resolution: We monitor performance to help identify potential issues before they impact your business. Afterall, "An ounce of prevention is worth a pound of cure." Catching problems early means fewer disruptions, fewer headaches, and smoother operations.

Case Study: Rapid Resolution Saves the Day

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.

Tired of Slow Support? Switch to BOLD VAN Today

If you’re tired of waiting on slow, unresponsive support, it’s time to make the switch. With BOLD VAN, you’ll get:

• Reliable, same-day support so you’re never left waiting.
• Flat, predictable pricing with no hidden fees.
• Seamless migration with no downtime.

Don’t let slow support cost you time and money. Contact us today and experience the BOLD VAN difference!