SEDA Safety Scene Online
May 2002

Back to Table of Contents       

 

SOFTWARE VENDORS — WHAT TO EXPECT

By Steve Epner, BSW Consulting, Inc.


There are software vendors and there are software vendors. As with any large group, some are better than others. Some will take care of you and others will just try to take you. It is a fact of life. However, you can protect yourself.

Within distribution software, a group of companies have started meeting to define and document some basic considerations that any distributor should expect when dealing with professionals. While standards have not been published, while there is no central group that is monitoring or legislating, there are a few things being done to protect the users of computers and establish the right ways to do things.

So, what are some of the expectations you should have? Following are some issues to think about.

When purchasing systems ask questions to verify you are being given all of the necessary information so that you can make a quality decision. If you do bump into a less than professional person or company, stand up for yourself. Demand that they meet minimum standards of conduct. Then be prepared to eliminate them from consideration if they will not change to satisfactorily meet your expectations.

Start by being aware that during the sales cycle there is an adversarial relationship between the companies trying to get your business. Do not allow any vendor to impugn the reputation of any other. Let them know you are only interested in understanding how their solution is best for you. If the only way they can be considered the best is by cutting the competition, walk away. They are not the answer for you. The top vendors compete with each other all of the time. Each has won and lost their share of sales. They do not have to go negative in order to win.

During the sales process, most distributors will see a demonstration. It is common for salespeople to demonstrate what they do best. This is the reason we always suggest that the potential buyer control what is shown during the visit. Be prepared with a list of things you must see. If at all possible, have one of your people "drive" the demonstration.

There is one wrinkle that you should be wary of in watching demonstrations. Sometimes companies will demonstrate software that is not ready for implementation. They may be showing you features from a future release. By carefully managing the demo, you will never know that the capabilities are not fully functional. Later on this can produce a nasty surprise. If a feature or function is critical to your success, make sure it is in writing that those capabilities are available in the current release.

A similar situation may occur if you visit an actual user. Many packages are modified for each company they are sold to. Ask if the features you are seeing will be available in the standard package or if they can even be purchased?

Many companies use a Request For Proposal of some type to compare alternatives. Many software vendors will try and respond positively to as many requests as they can. It can be a function of how the requirement is worded, or an interpretation of what is really desired. There may be a "work around" or other ways to change a "no" to a "yes."

The professional vendor will ask many questions to really understand the issue. But even the best want to get into the finalist group before they do a detail analysis. We recommend that when it comes down to the final four (or three or two) that you carefully document the mission critical features in great detail. Spend the time to make sure they work the way you expect — before you get to implementation.

A quick note on contracts is required. Most are written one sided. This should not be a surprise to anyone. The vendors will suggest that they cannot be changed. The reality is that they can be changed, and are changed. Changes usually are made during negotiations and are associated with "trade offs" in pricing or other issues.

If there are important understandings on which you are basing your decision, remember: "if it is not in writing, it does not exist." This means you may have to walk away from a deal if the salesperson's promise of a discount, a free modification or how a feature will work cannot be added to the contract. Know what is mission critical and do not compromise your future.

Finally, when a decision is made, you can expect the superior companies to have a structured "turn over" meeting from sales to implementation support. If you have to start explaining your business all over, demand a meeting of their staff - at their cost - to get the information already provided to the right people without added cost to you.

The vast majority of vendors are reasonable and fair. It is in their selfish interest to only sell to distributors that can be successful with their solutions. That is how great reputations are made. Find the right company and your experience will be one of success.

#   #   #

Following is a list of the software companies that have begun the process of identifying expectations that should be met in the marketplace by the best companies. They are interested in your input. Please let us know of situations where you feel you were not treated fairly or properly. We must catalog the various problems if we are to define resolutions.

All material should be emailed to BTG in care of sepner@bswc.com. We know there have been problems in the past and want to be able to address all of your concerns. Thank you for your input.


Copyright 2002 By Steve Epner, BSW Consulting, Inc. 314-983-1200; www.bswc.com sepner@bswc.com.