As a Product Manager, I’ve learned this the hard way:

Most EDI support tickets are created by design gaps, not user errors.

When EDI teams constantly deal with:

• Where is my document?

• Failed deliveries

• Unclear error codes

• Trading partner escalations

…it’s usually a visibility and resilience problem, not an operational one.

This is exactly where IBM Sterling B2Bi VAN makes a measurable difference.

Customers using IBM Sterling B2Bi VAN typically see a 50–60% reduction in EDI support tickets within the first 90 days because the platform is built to remove uncertainty:

✅ End-to-end, real-time document visibility

✅ Clear, descriptive error messages

✅ A large, pre-connected trading partner network

✅ Automated retries and intelligent recovery

✅ Enterprise-grade reliability and proactive monitoring

When customers can self-diagnose, systems recover automatically, and delivery is predictable, support stops being reactive.

From a product standpoint, this is the real win:

fewer tickets, faster resolution, better SLAs, and happier trading partners.

Sometimes the biggest efficiency gains don’t come from adding more tools, they come from building the right capabilities into the platform itself.

Let’s Connect

If you’re considering a VAN migration or looking to reduce EDI support workload, feel free to reach out. Happy to share insights from customer journeys and successful transitions.