Contractors rely on their building materials suppliers to deliver fast, accurate, and reliable service—especially when job site schedules and deadlines are on the line. But when distributors implement a new ERP system and run into common pitfalls, those issues don’t just stay behind the scenes—they affect the contractor’s experience directly.
Here’s what contractors expect—and how ERP implementation mistakes can put those expectations at risk.
- Consistent Product Availability
What contractors expect:
When they place an order, they expect the materials to be available when promised—whether it’s for same-day pickup, next-day delivery, or staged drops across phases of a project.
The ERP pitfall:
Poor data migration or incomplete inventory setup during ERP implementation can lead to inaccurate stock levels, unlisted items, or products marked as unavailable when they’re actually in the yard.
The result:
Missed deliveries, delays on job sites, and contractors scrambling to find alternate suppliers.
How to avoid it:
Prioritize clean, real-time inventory data and ensure your ERP reflects actual yard inventory across locations. Validate your inventory accuracy early in the rollout.
- Fast, Accurate Quoting and Invoicing
What contractors expect:
Quotes should be accurate, easy to understand, and reflect contract pricing or volume discounts. Invoices should match the quote and delivery.
The ERP pitfall:
Distributors often struggle to map complex pricing structures or tax rules into the new ERP system. This leads to quoting delays, pricing errors, or mismatched invoices.
The result:
Contractors lose confidence, delay approvals, or start requesting manual corrections—costing you time and credibility.
How to avoid it:
Test quoting and invoicing workflows thoroughly during implementation. Ensure pricing rules, taxes, and terms are aligned with contractor expectations.
- Clear Communication and Order Tracking
What contractors expect:
They want to know when their order is confirmed, when it’s shipping, and when it will arrive. Transparency matters.
The ERP pitfall:
ERP systems without proper order tracking tools or mobile access for sales and delivery teams can leave contractors in the dark. Delays in updating order statuses or unclear paperwork create confusion.
The result:
Calls flood your customer service team. Contractors start micromanaging their orders or bypassing the ERP altogether with direct requests.
How to avoid it:
Enable automated order status updates, mobile access for your team, and integration with delivery scheduling tools. Keep contractors in the loop—before they ask.
- No Disruptions to Service
What contractors expect:
A new ERP system shouldn’t interrupt their ability to order, receive, or pay for materials. They expect business as usual—even during your transition.
The ERP pitfall:
If your go-live period causes order delays, missed deliveries, or credit/invoice mix-ups, contractors will feel the disruption immediately.
The result:
Loss of trust and potential churn to competitors who can meet the timeline, even if prices are higher.
How to avoid it:
Roll out ERP changes in phases, and communicate proactively with key contractor accounts. Offer extra support during the transition window.
- Confidence in Your Team’s Knowledge
What contractors expect:
Your sales, yard, and delivery teams should know what’s in stock, how to adjust an order, and what’s happening with their materials.
The ERP pitfall:
Poor training or low user adoption means staff don’t know how to use the system—or they give outdated info.
The result:
Frustrated customers, longer hold times, and missed opportunities to upsell or provide better service.
How to avoid it:
Invest in user training and internal champions. Your people should be confident, not confused, when they’re helping customers.
Final Thought
Contractors don’t care what system you’re using. They care how it impacts them. If your ERP rollout disrupts their workflow, delays their deliveries, or adds friction to their day, they’ll notice—and so will your bottom line.
Avoiding the most common ERP pitfalls isn’t just about internal success. It’s about protecting the trust and reliability your contractor customers count on, every single day.
