BST Global delivers world-class ERP system support tailored to architecture, engineering and environmental consulting (AEC) firms. Unlike outsourced models, BST Global’s in-house experts provide relationship-driven assistance backed by an average of 15+ years of product experience. Our follow-the-sun approach facilitates rapid, meaningful responses to support requests, with our team acknowledging 95% of cases within an hour and resolving most within 72 hours. Premium support is included for all clients, regardless of size or subscription level, ensuring consistent care without costly add-ons. Plus, the BST Global Success Center offers self-service resources and training, with future enhancements like chatbots on the horizon. At BST Global, support is a proactive partnership that helps firms optimize ERP systems and achieve long-term success.
AEC ERP System Support
Enterprise resource planning (ERP) software is one of the most business-critical systems that architecture, engineering and environmental consulting (AEC) firms rely on daily. As a centralized platform for project management and finance/accounting operations, a firm’s ERP software facilitates invoice processing, timesheet submission, project staffing, budget tracking and more. So, when it isn’t working properly, firms need support ASAP to avoid significant business disruption — but not all ERP system support is created equal.
Common challenges firms face when it comes to system support include:
- Inconsistent or slow response times
- Limited availability across time zones
- Inexperienced or outsourced support staff
- Insufficient support based on subscription level
These pain points can create frustration and inefficiency. That’s why, at BST Global, we take a different approach, providing a support model that delivers expertise, reliability and true partnership.
What Sets Our Support Apart
BST Global’s support team provides exceptional service and deep product knowledge across our entire suite of project intelligence™ solutions. When our clients contact the Support team, they can expect:
- Relationship-Driven Support From In-House Experts
We never outsource support to third-party providers. Every interaction is with BST Global staff who know our products inside and out. Averaging 15+ years of experience with BST Global products, many of our support associates have worked in other areas of the business, gaining valuable insight into every aspect of our offerings and access to experts in other functional areas who can help resolve issues.
This tenure also allows us to build long-term connections with our clients and their business, so we truly understand their unique needs and challenges. When clients contact Support, they know who they’ll be working with and that we already have the necessary context to jump right in.
The average tenure on our Support team is at least 15 years, with some team members who have been with us 20–30 years. That includes time spent across all areas of the business — some have worked on the consulting side, some on the product side, all around. So, we understand how our clients operate and everything about our products.
- Rapid, Meaningful Responses Around the Clock
With support teams in Australia, the Netherlands, the UK, the US and Hawaii, our availability aligns with our clients’ time zones. No matter where our clients are based, we provide 24-hour support throughout the week and weekend monitoring.
This follow-the-sun model allows us to respond to 95% of cases within an hour of the client submitting a ticket and resolve most within 72 hours. In fact, our team typically responds in the first 20 minutes! And we don’t just send a list of FAQs and self-service troubleshooting articles — our team uses this initial communication to acknowledge the specific issue and collect additional details if needed. - Premium Support, No Matter What
Our world-class support is a standard feature of our products, not a costly add-on. We don’t limit clients to a certain number of support cases per year or delay response times based on what support package they’ve purchased. All our clients receive the same level of service and care as part of their product commitment.
Regardless of firm size, location, product commitment or length of relationship with BST Global, our clients can always expect the best support we have to offer. Whether it’s scheduling discovery calls, connecting clients directly with product experts, replicating complex issues with real client data or identifying opportunities to improve product use, we’re committed to our clients’ success through true partnership.
We have made great strides this year, from automating significant processes with eBilling, eExpense and BD opportunities to assisting the Finance team in their efforts to clean up the general ledger and more, and I wanted to thank you personally for your continued support, which has been both outstandingly helpful and gracious under often stressful situations.
– System Support Specialist, large global planning engineering and project management company
Introducing the BST Global Success Center
In addition to our hands-on support model, we recently launched the BST Global Success Center! Built entirely based on client feedback, this resource hub facilitates client-led troubleshooting, provides system training materials and more. Looking ahead, we’re exploring enhancements like chatbots to make support even more accessible.
Request a personalized demo for your AEC firm today!
World-Class Support: The BST Global Advantage
At BST Global, support isn’t just a service; it’s a partnership. In addition to ensuring issues are resolved quickly, our proactive and collaborative approach uncovers opportunities for clients to optimize their ERP system. We’re with our clients every step of the way, helping them grow, succeed and change the world one project at a time.
You’ve spoiled me with your quick response and ability to solve any issue, but most importantly, you’ve provided a friendship. It would surprise me to get the same level of support — let alone camaraderie — anywhere else. You are all the best.
– Operations Systems Analyst, large global engineering, architecture, surveying and geospatial firm
