The Horror of Choosing The Wrong Software Supplier
Considering it’s Halloween month, I thought I’d talk about a nightmare that many software purchasers don’t discover they’re trapped in until it’s too late.
Migrating to the wrong software supplier.
Whether you’re working in the Legal or any other sector, purchasing software for your organisation is a major investment. As such, it’s critical that you do your due diligence to be sure you’re selecting the right software partner.
Don’t immediately sign up with the first supplier you meet.
Finding a software supplier can be a headache. You’re also busy, you’ve got plenty of other things to do, so it’s human nature to want to cut corners to make your life easier. But jumping in with the first supplier who seems to be offering you the best deal is a bit like asking Count Dracula if you could stay the night at his castle just because it’s raining outside. The penalties of making a quick, knee-jerk software supplier decision can be too great.
Start by looking at the websites of several suppliers. Often, the quality of those sites will tell you everything you need to know. Check out case studies and reviews. Whittle your list down to a small handful of possibilities, and then dig deeper into the top three most promising options.
Look for the red flags
When a supplier tells you how much the software is going to cost, make sure there are no hidden costs they’re not telling you about. Unpack their costings, because if you don’t you might find more nasty surprises under the hood than Frankenstein’s monster has body parts. A good supplier shouldn’t have a problem breaking down what you’re getting so, when in doubt, ask them for clarification. If they can’t give it to you, run away faster than a cheerleader from a haunted house.
Does the supplier you’re thinking of migrating to have a history of not giving data back?
They’re not likely to volunteer that information on their own, any more than the wolf man will tell you not to follow him into the woods on a full moon. So, ask your peers if they have come across the supplier before, or can connect you to somebody who has. Do your peers have any supplier recommendations of their own?
Also, check Google reviews, but don't limit yourself to the most recent ones. If the company has received ten five-star reviews in a week, it's sure to be hiding something. Don’t forget, if Janet Leigh had read TripAdvisor before checking in to the Bates Motel, ‘Psycho’ would have been a lot different. And a lot shorter.
How old is the software product the supplier is offering?
Is it a privately owned product?
How established is the developer/manufacturer that produces it? How often do they issue updates or refreshes for the product, and how does that work? If the update is significant, will they install it for you and then train your users on the new functionality, or will they leave you to sort it out for yourself? If it’s the former, will they charge extra for that service?
What does the future of that product look like? Is it going to be owned by somebody else soon? What kind of support are they likely to offer?
If there’s any likelihood that another company will be taking over the product’s ownership, do some due diligence on that company too. It was all fun and smiles at Jurassic Park until the new owners took over, but when they did… carnage.
Don't assume that because your current software supplier offers terrific support, your new software supplier will too.
Check out their reputation for customer service. Has their customer service won any awards?
Ask the prospective supplier to provide you with references. If they can’t, do an invisible man and disappear off their radar. If the supplier can’t point you in the direction of a few satisfied customers who are willing to back up their reputation, avoid that supplier like they’re a guy in a weird mask who’s offering you front row seats to his latest opera.
Selecting the wrong software supplier can be as deadly as the Mummy’s curse to your business’s bottom line.
Besides the cost of the software itself, there's also potential lost revenue to consider when things go wrong and the negative impact on your reputation (as well as legal ramifications) if your data is mismanaged or the software ceases to perform. It's essential to do your research and make sure that the supplier is on the same page you are, has a robust methodology, and has a proven track record with similar clients.
Don’t forget the impact that the wrong software can have on your employee's confidence, too. They're trusting the software to make their lives easier, or at least more efficient, and if the supplier hasn't trained them correctly and/or the software doesn't meet their requirements, they're more likely to stop using it or try to work around its limitations.
Never forget that famous horror movie tagline:
"When you choose the wrong software supplier, no one can hear you scream."
Or something like that.
Happy Halloween!
