An honest look at software implementation
Software implementation shouldn’t be an 18-month slog, but for many businesses it ends up being exactly that — a painful and costly journey from promised deadlines to eventual reality.
Software implementation shouldn’t be an 18-month slog, but for many businesses it ends up being exactly that — a painful and costly journey from promised deadlines to eventual reality. If you’ve been in business for more than a few months, you’ve likely already experienced this. So why does it happen so often?
The culprits behind expensive, drawn-out software deployments
There’s a multitude of reasons why implementation timelines blow out — and subsequently budgets. Often the product simply isn’t ready or, worse, the vendor’s understanding of their own product doesn’t align with your business’s needs. Expectations — whether intentionally or unintentionally — sometimes aren’t clearly defined, leading to misinterpretations and prolonged timelines. For other projects, personal agendas get in the way of realistic timelines, and that leads to longer implementations and more expenses to cover.
These roadblocks are common and can give customers the impression they’ve been the victim of a frustrating bait-and-switch, where a promised two-week launch stretches into an agonising year (or more) ordeal, causing huge setbacks and even bigger budget issues.
But it doesn’t have to be this way. For Jack Low, customer operations lead at Circular, he says the right vendor should be able to meet all your expectations and more.
“Sometimes the timeline can seem too good to be true, but a trusted vendor won’t make promises they can’t keep,” he says. “When we partnered with Brainfish, they promised to get us live within 24 to 48 hours, and they did. So look for a vendor that will actually do what they say.”
The right vendor will be willing to work for you
The real key to timely software implementation is finding a vendor who wants to work for the customer. It’s more than just meeting the needs of the business — it’s about building a partnership based on a mutual understanding of what’s needed.
“There are certain hallmarks that will tell you whether or not you are building a positive relationship,” Low says. “You want the vendor to be consistent and flexible, and you want there to always be open communication.”
In other words, the right vendor will be looking beyond the transactional. Low says it’s about having a shared vision and transparent communication, with problem-solvers on both teams who are good collaborators. This symbiotic relationship can ensure the software meets your immediate needs while being able to evolve with your growing business.
Here are some of the core elements of the vendor–customer relationship that should be present for a successful software rollout:
- Unified vision for the software’s purpose and development.
- Open and honest communication channels where concerned can be addressed and progress shared.
- Collaborative problem-solving to overcome any challenges along the journey.
- Prioritising the customer’s needs and experiences throughout the software implementation.
- Both parties being involved in the creative process to refine and adapt the software as needed.
- Building trust by being accountable for outcomes.
How Circular benefited from a positive vendor culture
How a vendor approaches software implementation speaks volumes about their culture and values. A willingness to listen to what the customer needs and then roll out a tailored solution shows they are committed to their customers’ success. After all, a vendor shouldn’t just be concerned about selling a basic product — they should be investing in the customer’s long-term business.
Earlier this year, Circular brought Brainfish on board to help them manage their peak customer support while at a stage of rapid expansion. As customer numbers surged, so did enquiries, which placed a heavy burden on their support team. Despite dedicated efforts, average queries were taking 20 minutes to resolve and put serious strain on company resources.
Low says when Brainfish came along, they immediately understood what Circular needed and had the technology to save them significant time and resources.
“They wanted to do something smarter,” Low says. “Something that would not only solve our customers’ problems, but also the agents on the other end of the spectrum.”
Brainfish’s AI-driven Help Center transformed Circular’s support system, slashing resolution times and automating many enquiries. This led to a remarkable 20% reduction in weekly support hours, saving 2,112 hours annually and boasting an ROI of 275.17% —- a huge win for Circular’s ongoing growth.
The solution? Making ‘integrity’ a prerequisite in vendor selection.
It’s simple yet rare – select a vendor that does what they say they’ll do. How can you be confident with a vendor you haven’t worked with before? Challenge them. Ask their current customers. No ‘under the table offers’ – put it all in writing.
Find the vendor that’s looking for a partnership, not a sale.
Read more: Why your knowledge base doesn’t compare to a ‘Barista-made Oat Latte’
