How do I use this thing?
When you started using your ESP, what type of training did you receive? Was there a comprehensive launch training that can be replicated any time you have a new person join your team?
There are few things that are as frustrating as being excited about starting with a new technology partner only to get the feeling once you get under the hood that you need an advanced engineering degree with a minor in rocket science to figure out how to use it. Product features and system capabilities are only good if the marketer can leverage them easily and effectively. If you feel like a moron every time you log in, your desire to use the tool is going to wane quickly.
The training component is one of the most important factors that will determine your level of satisfaction, especially at the beginning of the relationship with your ESP or when you have a new person on your team. Complicated training, or a lack of effective training, will doom your relationship with your ESP. This is another instance when having a dedicated account manager can be a big help.
If you're finding that it's just too difficult for you and your team to navigate even your most common tasks, then enlist the help of your account manager to schedule training modules broken down for each specific task. If this level of training still presents a problem for your ESP, start looking for ways to break your contract. Otherwise, you're in for a long road of frustration.
Also, when you're selecting your ESP, ask to see the training manual and the training process before anything is signed. Then request a demo account so you can actually follow the training to perform basic tasks within the system. This will avoid headaches down the road.