Due to complexities involved in implementation, organisations usually heavily rely on ERP vendor’s support to setup IT
infrastructure for ERP implementation and assistance during implementation. Most importantly, Vendor Support helps
SMEs customise the ERP system to match the actual features of existing processes in organisation. All the Key Informants
stated that Vendor Support is essential for project success. Key Informant 1, the MIS-Manager termed it ‘very essential’
during their implementation, due to their limited IT set up:
‘Vendor’s support in my case is extremely important and I think perhaps it is true for many organisations since
many organisations rely on external teams of consultants to implement the project. So in that sense if you don’t
have support of the vendors then your project may not be successful.’(Key Informant 1, MIS-Manager)