SEAMLESS TRANSITION TO INFOR ERP.

Having worked as both an ERP implementation partner and a customer, I’d like to share some valuable observations that may help consulting firms enhance their engagements and foster sustainable relationships with customers.

Customer Satisfaction Overview:

Based on my experience, approximately 50-60% of customers express varying levels of dissatisfaction with the consulting services provided by ERP partners. This insight is not intended as criticism, but rather as an opportunity to identify areas where consulting firms can add more value and strengthen their client relationships.

Customer Business Expectations:

Customers generally have clear and evolving expectations from their consulting partners, which include:

1. Industry-Specific Expertise: A deep understanding of industry standards and best practices, with a proactive approach to addressing unique business challenges.
2. Transparent and Proactive Communication: Regular, clear updates on project status, risks, and actionable solutions to address issues promptly.
3. Tailored Solutions Aligned with Business Needs: A flexible and customer-centric approach to minimize unnecessary customizations and focus on solutions that best fit business processes.
4. Commitment to Timely and Budget-Conscious Delivery: A consistent focus on delivering quality outcomes on schedule and within the agreed budgetary constraints.

Recommendations for Consulting Firms:

Focus on Domain and Industry Expertise: Train consultants on industry-specific processes and involve subject matter experts to offer strategic insights.

Enhance Change Management Initiatives: Prioritize training and effective change management to ensure smooth adoption and transition.

Deliver with Transparency and Accountability: Establish transparent project governance, clear communication channels, and accountability measures.

Align on Business Value, Not Just Deliverables: Shift focus from mere deliverables to achieving business value and outcomes for the customer.

Key Gaps Identified in Consulting Engagements:

Despite these expectations, several recurring gaps have been observed, such as:

1. Limited Understanding of Business Processes: A disconnect between consultants’ technical expertise and their grasp of the client’s core business operations, leading to misaligned system configurations.
2. Insufficient Training and Change Management: A lack of comprehensive training and strategic change management often results in lower adoption rates and resistance from users.
3. Over-Commitment and Under-Delivery: Unrealistic promises regarding features or timelines without a full understanding of complexities, resulting in scope creep, delays, and cost overruns.
4. Inadequate Emphasis on Quality Assurance: Inconsistent or rushed testing phases can lead to critical issues post-implementation, impacting system stability and user confidence.
5. Limited Post-Go-Live Support and Optimization: Many customers seek ongoing support for continuous improvement and optimization post-implementation, which is often lacking in consulting engagements.