Middle East companies demand better support for their technology solutions

However, there is also evidence of rising demand for more seamless implementation, higher levels of customer service and stronger local support from technology vendors. In a market dominated by a handful of major global technology companies, customers are increasingly expecting world-class levels of consulting and support services with their business solutions.

Commenting on the IDC research, a spokesperson for J.D. Edwards - one of the most successful companies in the business solutions sector - noted that its experiences in the market support the report's conclusions.

'IDC's findings are very much in line with the feedback we're hearing in the regional market,' said Tim Caulkett, regional director, Middle East, J.D. Edwards & Company. 'There is increasing awareness of the importance of proper support and bespoke implementation to the long-term success of technology projects, and businesses in the Middle East now demand advanced levels of service from their vendors of choice.'

The research suggests that while leading companies continue to show strong interest in the technology supporting enterprise resource planning (ERP) and customer relationship management (CRM) solutions, other factors - such as long-term support and standard of service - are becoming the major influences in their decision to partner with a particular vendor.

Examining the current market demand in the region, IDC analysts found that 'customers tend to opt for solutions offered by vendors that exhibit a 'local commitment' to the region, also assuring them of a continued support and services infrastructure.'

'Thanks primarily to a surge in demand for ERP applications in the MENA markets, a select few international vendors have established a regional presence, thus highlighting their commitment to the region,' states Jyoti Lalchandani, regional director, IDC Middle East & North Africa.

Lalchandani adds that, 'these companies have performed particularly well over the past two years, also signifying the requirements of customers - both in the enterprise & SME segments - for direct representation in the region, particularly for service-related issues.'

J.D. Edwards has distinguished itself in the Middle East through the strength of its local support and the flexibility of its services infrastructure. The company is set to announce a new strategy to extend its commitment to the region and capitalize on its excellent reputation.

'We find that customers now expect fully localized solutions and comprehensive system implementation and integration services to support their business and technology plans,' commented Caulkett.

IDC's report also suggests that, while there has been much media attention on the mid-market sector of small and medium-sized companies, larger enterprises remain the major drivers of investment in the technology market.

END