Some Best Practices for Success when Implementing New Software

I have been involved in various software implementations for over 10 years, firstly as a customer and then as a partner assisting customers to implement Netsuite and most recently, six years implementing Salesforce (CRM).

Implementing new software should be a transformative journey for any organisation, with the promise of improved efficiency, enhanced productivity, and better outcomes. However, without careful planning and execution, it can also become a daunting challenge that can end in failure. Of course, that failure comes at a cost in terms of dollars, time, and more importantly, team morale. If you want to ensure a smooth transition and maximise the benefits of the new system, you really should adhere to some best practices tailored for your specific needs and objectives. To get you started I have included some of my essential learnings:

Define Clear Objectives: Before you speak to a vendor and jump on the sales/demo merry go round, pause and breath. Start by articulating a list of clear and measurable objectives. What specific problems are you trying to solve with the new software? What goals do you hope to achieve? Having a clear vision will guide the implementation process and help your team stay focused on the end goals. Additionally when you get to the end of the project (and you will), you can reflect back and see how well it went.

Involve key personnel from the Start: Pick your change champions early. Who is ready for the change; who needs the change; who brings the positive attitude? I have seen projects succeed and fail because of these early choices.

You need to engage from across the business including end-users, process operators, managers (not just exec), technology personnel and any other relevant parties from the outset. Their insights and perspectives are invaluable for understanding requirements, identifying potential challenges, and gaining buy-in for the new software.

Understand your data: No doubt there will be existing data needed in the new system, but where is it? How much is there? Who uses it and what processes are involved. You should start a data review early (like now!). Who doesn't love a data review? Remember, no pain, no gain. Getting this started early will definitely save you time and money in the long run. I have included 3 tasks you should complete once you understand your data.

• Deduplicate: Does the same invoice, account, customer etc exist in multiple systems? Which one do you use for migration? Where is your source of truth?
• Clean up and segment: What data is important, do you need all customers, transactions, notes migrated? How far back do you go? Is archiving old data an option?
• Validate: Most modern platforms will have mandatory data requirements and validation. In fact, you will likely insist on it, for your new system. Does your existing data meet these requirements? Does every account or contact have a name? Is every email address in a valid format? Are all date formats the same? Are there any ‘\/weird@<’ characters in your data?

Conduct Thorough Research: Invest time in researching available software options to find the best fit for your organisation's needs. Consider factors such as features, flexibility, scalability, ease of use, vendor reputation, integrability and compatibility with existing systems. Can you get access to a demo or trial environment? Reach out to other peer organisations on the platform and ask for their learnings. Remember those (Clear) objectives and the problems you defined earlier? How are they looking against your chosen options? Please don't rush this step, as making the right (or wrong) choice here can have severe consequences later regarding dollars, time, and more importantly, team morale.

Develop a Comprehensive Implementation Plan: Work with the partner/vendor to create a detailed roadmap that outlines the steps involved in implementing the new software. Include timelines, milestones, resource allocation, and contingency plans for unforeseen issues (they do happen). A well thought out plan provides clarity and ensures everyone involved is on the same page. While confirming the plan aligns with your team's needs, review the timelines to ensure they are realistic for your change management approach. Do you have specific deadlines factored in, such as end of life for legacy systems or legislative deadlines? Can the project be run in timed phases?

Provide Adequate Training and Support: Proper training is essential to ensure that users can effectively utilise the new software. Offer comprehensive training sessions tailored to different user groups and provide ongoing support (that’s where?your system champions come in!) to address any questions or challenges that arise post-implementation. The more comfortable your team is with the new system, the smoother the adoption will be. Plus, it'll help squash any resistance before it starts. Investing in your team's skills now will pay off in the long term.

Communicate Transparently: Maintain open and transparent communication throughout the implementation process. Keep everyone informed of progress, milestones reached (celebrate them), and any potential setbacks or changes in plans. Address concerns promptly and solicit feedback (continually) to foster a collaborative environment.

Test Rigorously: Thoroughly test the new software, thoroughly test the new software, thoroughly test the new software, thoroughly test the new software etc…

Yes I did repeat, Thoroughly test the new software in a controlled environment, test everything and everyone (not just the system administrator). Identify and address any bugs, glitches, process failures, security flaws or performance issues now (it won't be magically fixed when you go live!). This will minimise disruptions once the software is in use. Consider conducting pilot tests with a small group of users or customers to gather feedback and make refinements as needed.

Monitor and Evaluate Performance: After the software is deployed, continue to monitor its performance and gather feedback from users. Assess whether the software is meeting the defined objectives and identify areas for improvement. Regularly evaluate its impact on productivity, efficiency, and user satisfaction.

Hopefully by adhering to these best practices, you can navigate the complexities of software implementation with confidence and achieve optimal results. Remember, successful implementation is not just about deploying new technology, it's about empowering people, driving innovation, and ultimately, realising the full potential of your investment.

One last thought, you as the customer and eventual owner and user of the new software, must be the primary driver of implementation success. While your chosen partner or vendor will provide expertise and support, the ultimate responsibility for pushing the project forward lies with you.