Software implementation projects — whether of new software or a significant upgrade — can be expensive and time-consuming. That's no surprise. However, what happens when the software's functionality doesn't live up to what your team expected?
Unfortunately, I've been in a situation where the upgrade didn't work as advertised. Here's what we learned in the process:
1. Talk with several customers before making a decision
Our vendor didn't offer many references for the upgrade we purchased. We realized too late that they only provided a few because only a few customers had successfully completed the upgrade.
Getting several references serves two purposes:
- You know that more than a handful of customers have already started using the software. You never want to be an early adopter of a new version or of new software (unless you're willing to take extensive risk).
- This gives you the chance to find out what bugs exist, how responsive the software company has been in fixing issues, and what the implementation timeline was for each company. Get the real scoop from customers who have already gone down the path you're considering taking.
2. Escalate issues quickly
If you've already bought the software and are running into issues, it's time to talk with someone higher up than the sales manager or your typical customer relationship manager. Give them a few chances to make it right, but escalate quickly to avoid wasting time and money.
3. Insist on a refund
If the software truly does not do what you were told it would, that's an issue for your company. You made plans based on the functionality you expected from this product.
If your team has to spend additional time on the implementation because you're waiting on the vendor to fix bugs, that's costing your company money. Escalate as appropriate and negotiate a refund from the vendor for the extra time spent on the project.
4. Add testing scenarios
If the software seems to have more bugs than usual, add a few extra testing scenarios. Additional testing will help ensure you've identified and corrected as many issues as possible. This keeps your end users from dealing with those bugs later on (which saves your team's credibility).
In the end, we managed to have a successful implementation — although it required more time and expense than we'd originally estimated. Leverage these tips to prevent, or at least reduce, the impact of a software project gone awry.
