This is part 4 of a series of blogs designed to help you choose and implement a new ERP system.
In this blog, we look at some of the basic checks you should carry out before engaging with your potential new ERP supplier. Previous blogs covered the selection process, ballpark costs and implementation and are available at our blog page.
It’s important to think of your potential new supplier in terms of the likelihood that they can be a positive business PARTNER. The partnership element is key, as trust on both sides will be hugely important. How comfortable do you feel with them? Is this a company you feel you can work with for many years to come?
There should be clues early on in your discussions. Do they talk down to you? Use jargon? Or do they demonstrate understanding? Suggest alternative ways of solving your issues? Ask them how many customers have been with them for more than 5 years? 10? 20? And what is the percentage of customers who renew their support annually? The answers to these questions provide a useful insight into the way the supplier looks after their customers.
All of the above assumes you’ve actually visited the supplier’s offices. Don’t be so impressed by the website that you accept an on-site demo and never visit the supplier’s premises or meet with ‘rest of the team’. There are a number of virtual resellers these days who have no real office and a constantly changing team of contractors who may implement and support your system. That can keep their costs down but you have to consider whether that’s the type of supplier you want.
Check out their financial status. This is so easy these days with sites such as Companies House WebCheck and Duedil offering low cost ways of reviewing accounts, credit history, owners, court orders and so forth. There’s no excuse not to have a decent handle on the likely longevity of your potential supplier.
A key consideration is knowing who will implement your system. I alluded to this as an issue with smaller ‘virtual’ companies above but it’s equally important with larger companies. It is not uncommon for organisations to lead the presentation with their best people who, once the order is signed, are never to be seen again. So, that nice chap who really seemed to understand your business and demonstrated superbly how the system would deliver all those valuable benefits is actually based in another part of the country and only comes out for demos. The implementation team, sadly for you, are all young graduates learning their trade… on your implementation!
Also, be careful what you sign up for. It can be tempting to sign up for a long-term support deal at a tremendous rate, only to find the support is poor and you’re locked in for three years! Why commit until you’ve experienced the support?
You might think that many of the above issues can be squared away by reference visits but again there is scope to get this wrong as well. Check that the reference is someone who the supplier did actually implement the system at, and not just a site they now support. Equally, be alert to the ‘reference site’ that gets used all of the time, perhaps because they benefit from lower or zero support rates. Ask for an extensive list, identify sites similar to your own and approach them for a reference.