[email protected]Find the Right Fit
Within the past 12 months I have gone through three laptops, three iPhones and lost a bunch of data that was stored on an external hard drive that, literally, began smoking before it died.
I’m normally an early adopter when it comes to technology, but this run of bad luck made me consider being becoming a Luddite.
While researching this issue’s cover story (starting on page 14), I spoke to the general manager of a distributorship whose challenges with technology during the past few years have gone far beyond the mere inconveniences I have muddled through.
This distributor joined the company in 2002 and since that time the company is now on its third business system, and considering making a switch again. This is a multi-location business with a full range of products and services so implementing a new system is not something that can be taken lightly or done cheaply.
They have spent a good deal of money and experienced a good deal of frustration. They did not go into it blindly, having interviewed 10 different providers during the last evaluation period, nor did they not know the extent of the project.
They’ve learned some valuable things along the way. I’d like to share some of that wisdom so that if your company is thinking about implementing a business system or switching to a different provider, you’ll know better what to ask and what to look for.
1. The grass is not always greener. If the allure of a particular feature or function of a different provider has your attention, check with your current supplier because they may have it too, you just didn’t know it.
2. “Computerese” is spoken in many dialects. What you call something may be different than what a business system provider may call it, and another provider may call it something else entirely. Do your best to make sure everyone is talking about the same thing.
3. Use concrete, physical examples whenever possible. Hand them the reports you are referring to. Walk them through the processes you are talking about. Leave as little doubt as possible as to what you expect and need. If possible, have both a sales and an IT representative from the supplier present.
4. Get all costs upfront. Just because a provider says they can do something, it does not mean it’s included in your quote.
5. Do your due diligence. Visit their facility and see their resources. Interview their customers. Ask around.
6. Get your management team involved early. Make sure everyone has the same expectations and keep everyone updated as the process unfolds.
7. Make sure you know what is included and what is not. Ask about updates, installations, support and training. If there are additional fees for these, you don’t want to be taken off guard.
8. People usually do not like change, particularly if they have to change the way they’ve been doing a job for many years and don’t see the point or benefit of doing it differently. Try to build enthusiasm throughout the company early and make it clear that there will be growing pains, but the end results will mean greater efficiency, productivity and profitability.
9. Budget more than you expect. It’s better to overestimate than underestimate.
10. Check support compatibility. If your business is open around the clock, you may want to make sure your provider has 24/7 support.
11. As you would with any contract, have an attorney review it.
12. And, perhaps most importantly, look for a provider that knows the industry and your business. The heavy-duty aftermarket is unlike any other industry and has many unique nuances that are essential to your operation. Be sure those processes can be supported by the system you choose.
The rewards of adopting the right business system can be great. Finding the best fit for your business means doing your homework, involving others and both knowing and asking the right questions. n
