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EDI
EDI support shouldn’t stop after onboarding. Here’s how to ensure long-term service that scales with your business.
May 7, 2025
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8
minute read
You’ve seen the pattern before.
You sign with a well-known EDI provider. The first few weeks are smooth sailing. You’re introduced to a dedicated project manager. You get daily updates. The onboarding roadmap looks solid. Maybe there’s even a Slack channel with real-time access to your support team.
And then the onboarding wraps.
Suddenly, the “real-time” Slack goes quiet. You’re funneled into a generic support queue. The response times slow down. The new people you’re talking to have no idea how your system is configured—or even why it was configured that way. You’re passed from one person to another, none of them bothering to learn in advance what you complained to the last one.
What happened?
You’re not new anymore. So you’re not as important anymore.
While frustrating, this can be a huge liability. Because EDI complexity can increase over time. You get more orders, your customers demand more reliability, and compliance gets stricter. That’s when real support should show up.
For most providers, selling and onboarding is where all the firepower goes. They throw their best people at your project early on to impress you and move on to the next client.
What happens after that is often an afterthought—not because they are trying to be dishonest or scam you—but because their incentives are misaligned.
Support teams are judged on ticket resolution time, not problem-solving. Documentation is minimal, and so are the insights passed on to the next case.
That model may work just fine when nothing goes wrong. But EDI isn’t a “set it and forget it” system. It’s a complex, constantly changing system that connects you with retailers, distributors, suppliers, and logistics partners. Even a minor issue—a missing field, slightly outdated data, or a partner-side change—can put your critical workflows to a complete halt.
Once you’re out of onboarding, you stop getting real solutions but can instead count on quick fixes aimed at closing tickets and not on preventing future ones. You’re calling after something breaks, not getting help to keep things running smoothly in the first place.
That’s not support—it’s damage control.
And worst of all is that you don’t even realize how much risk you’re carrying—until you lose a major customer because of a preventable EDI error.
The first 90 days of an EDI implementation project are about setting the blueprints. But the work is far from over once the system operates at full speed.
That’s when you begin to hit unpredictable variables—things you can’t fully plan for in setup.
That first spike in order volume will test the limits of your mapping and validations. If your provider isn’t actively monitoring or optimizing, things will break.
Retailers often have unique compliance rules, required custom segments, or unusual documentation expectations. These things often show up during live transactions. And if your provider isn’t fully involved, you’re left with a major problem in your hands.
Inventory variability, partial shipments, and last-minute order changes happen more often than we expect. EDI needs to reflect those changes instantly and accurately, or you’ll face delays and fines.
New partners and platforms are constantly being added to your ecosystem. If your EDI provider isn’t ready to help you scale quickly—or doesn’t have the required experience—you’re stuck with a confusing onboarding process and costly integration.
That’s why Tech85’s support isn’t about resolution—it’s about prevention. Our EDI is designed to eliminate manual data entry and maintain compliance at every turn.
Whether you’re connecting to a new trading partner or adjusting for more orders, we help make sure those changes don’t cause friction in the background.
Rare Beauty Brands didn’t just need an EDI implementation—they needed a system that could handle growing complexity without increasing headcount or error rates.
So we built the foundations and stuck around to continuously optimize it. And that’s where the real value happened:
These were the results of months and years of hands-on refinement, where we fine-tuned workflows, eliminated process friction, and helped their team achieve more with fewer resources.
Similarly, Tanya Creations had been burning time and money on broken EDI processes—fines that were eating up 2-3% of their annual revenue, retailer suspensions, and overwhelming manual corrections.
We stepped in and automated their EDI operations completely, slashing $400K in annual compliance fines. But we didn’t walk away once it was “live”.
When they suffered a ransomware attack, our team moved quickly to restore billing capabilities, thanks to the deep system knowledge we retained post-launch. We weren’t just a vendor they had to call—we were already on it.
And because we build systems around existing workflows—not the other way around—our clients can grow confidently without adding complexity. That’s the benefit of custom-fit solutions that evolve with your business.
“Support” doesn’t mean someone eventually emails you back. It means a team that prevents you from needing support in the first place.
Here’s what Tech85 does differently after onboarding:
Our engineers already know your system—because they helped design it.
So when you contact us for support, you’re not talking to someone consulting ChatGPT. You’re talking to someone who understands your mappings, your partner setups, and your operational goals.
We don’t waste your time making you recap every integration detail. We already know. Which means you get faster answers—and problem-solving ones.
And yes, we mean actual humans—not a chatbot or a junior agent who’s never seen your system before. We believe that 100% human support from people who actually know your environment isn’t a luxury. It’s a baseline.
We don’t wait until something breaks to react. We monitor your EDI flows for anomalies, trends, and silent failures—often before they hit your radar.
That means fewer late shipments, fewer chargebacks, and fewer “fires” for your team to put out. And when things do go wrong? We resolve root causes, not just symptoms.
As your business changes, so do your workflows. We continuously search for ways to reduce manual steps, and increase speed and efficiency—without disrupting what’s already working.
Whether it’s onboarding new trading partners, adapting to retail-specific rules, or restructuring your documentation logic, we help you move forward without slowing down.
And with over 300 retail trading partners already integrated—including Amazon, Target, Macy’s, and Nordstrom—we help you go live faster with the names that matter most in your space.
Lots of vendors can get you to go live. Very few can keep you optimized years later. And that’s the difference.
A vendor helps you “get started”.
A partner helps you grow, keeping your systems stable while you do.
EDI is too critical—and too complex—to treat like a project that ends at deployment. The longer your EDI system runs, the more value it should deliver. But only if it’s maintained, improved, and supported by people who know what they’re doing—and still care.
That’s what we believe at Tech85.
Support isn’t a phase but a performance strategy. One that:
Book a call with our team to see what an ongoing EDI partnership can actually look like—and how we help clients like Rare Beauty Brands and Tanya Creations keep improving long after the 90-day onboarding has ended.
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