Before you sign on the dotted line...

So you are thinking about buying new software, before you make a decision please ensure you have thought and asked these questions...

This is not legal advice and you must do your due diligence re contracts, data storage/security etc, these are just some points I wish people would think about before signing on the dotted line with their new software solution.

Does it do what you need?

Fingers crossed you have thought through your goals and what you want your new software to achieve. If you want assistance on this read my first article – 3 things to do before investing in new software (https://www.dhirubhai.net/post/edit/6683322193058824192/)

Ask does it do A,B,C?

Don’t just believe them, ask to see it in action.

Ask to talk to clients who are using the system in a similar way to how you want to

(The above questions are only really relevant for off the shelf software, if you are looking at bespoke, ask can it do this and ask for examples where they have done similar, ask to speak to clients where they have done something similar)

If it doesn’t do exactly what you need, what can it do, even if the processes are different can you still achieve what you need?

Get your staff who will be using it to have a look and play, do they like it, do they think it will help you achieve your goals?

Are the inevitable compromises acceptable based on the benefits it will help you achieve?

What support will you receive?

What are their Service Level Agreements?

Something some people forget when purchasing software is ensuring they get sufficient support ongoing.

What are their guarantees that the software will work when you want, where you want and cope with your capacity needs?

How quickly will they respond and fix any issues that may come up?

The Future

What upgrades plans have they got? Are they planning new features (and on what timescales) that would be a benefit for you?

 If you need to amend things as your processes and business evolves how easy will this be? Depending on the scope of the work guidance on the costs and times for any changes?

Costs/Licenses/Commitments/Data

I am not going to say much on this, as I assume everyone would look at this and do due diligence, but a few thoughts:

How long are you committing for?

Who owns the Data? How easy and what costs are involved in extracting your data? I can not emphasise enough on the importance of this. I have seen too many clients only be able to extract 50-70% of their data at great cost and resistance from their existing supplier.

What costs are anticipated in the next few years (eg will they sign you for 5 years and then double your subscription after 12 months).

Time to implement

You are excited and want your new software yesterday, but a good implementation takes time.

I think I have been involved in one successful implementation that came in on time, and worked as required when the timelines were unrealistic (and that involved everyone (supplier staff and client) working 12+ hour days and weekends to get it over the line – you maybe happy to do this as it is your project – remember your supplier is doing multiple projects, they can’t sustain unreasonable hours and as a good client you shouldn’t expect them to.

Listen to the supplier and then throughout the implementation work with them to ensure you can meet those timelines.

Most suppliers will have many projects happening at once and the various departments who need to be involved in your successful implementation are planned well in advance like a well-oiled machine with set timescales for each project.

So, for instance, if you don’t get back with your data migration documentation on time, do not be surprised if you then have to wait weeks, before the data migration team can look at your project.  

This can also knock out the next aspects of your implementation as they will all need to be re-scheduled and fit around other clients – so by not responding in a timely manner you could push your implementation back by months and months.

About me

Hi, I am Lucy Ignatiadis and I have been involved in software implementations for over 15 years (firstly as a software trainer) more recently in a variety of roles. I have seen some exemplary implementations and some truly atrocious ones.

I am now passionate on helping clients have a successful implementation where 6-12 months after they have their new software it is achieving what you wanted and needed.

So if you or anyone you know is thinking about or is implementing a new software solution please get in touch if you want some advice, guidance or support.