Crackerjack-IT Blog

Why We Still Get Support Calls After Integration—and Why That’s a Good Thing

May 28, 2025 by

You’ve gone live with your EDI or API integration. Everything’s mapped, tested, and running. So why is your team still reaching out to us?

Because post-integration support isn’t a red flag. It’s a hallmark of a successful, long-term partnership.

At Crackerjack-IT, we’ve seen it time and again: businesses go live and still encounter scenarios they didn’t plan for new trading partner requirements, ERP upgrades, SKU changes, seasonal workflows, or just needing help navigating edge cases. That’s where our support team steps in, and it’s exactly what should happen.

Integration Isn’t a One-and-Done Event

Whether you’re using EDI, API, or both, real-world business processes are always evolving. Integrations must be adaptable, and sometimes that means circling back to refine logic, expand automation, or add new workflows.

Support calls aren’t a sign of failure they’re a sign your business is growing.

We’ve had clients come back months later needing:

  • New trading partners added

  • Custom pricing logic adjusted

  • Warehouse workflows updated

  • SKU mapping for new product lines

  • Troubleshooting rare edge cases

  • Guidance through chargeback disputes

The fact that we expect and welcome these support calls is a core part of what makes our team different from a "one-and-done" vendor.

Why You Should Want a Partner Who Picks Up the Phone

Let’s be honest many low-cost vendors vanish the moment the integration is “done.” If you’re lucky, you get a ticketing system and wait 72 hours. Not here.

At Crackerjack-IT, you get real humans, US-based support, and direct communication. No tickets. No runaround. No scripts. Just answers.

We’re proud that our clients feel comfortable reaching out when they hit a snag because that means they trust us to help.

Proactive Support = Long-Term ROI

Support calls often lead to:

  • Reduced manual rework

  • Prevented chargebacks

  • Faster onboarding of new retailers

  • Smarter automation workflows

  • Better data visibility across your systems

It’s why smart businesses budget for ongoing support, not just initial setup. And it’s why our clients continue to get value long after the go-live date.

Support calls after integration don’t mean something went wrong. They mean you’ve got a living, evolving system—and a partner who’s ready to grow with you.

At Crackerjack-IT, we expect your business to evolve, and we’re here to support you every step of the way.