Continuing on our "7 Deadly Myths of Software Procurement" series with today's Myth:

Myth number 4: “These guys are too small! They will never be able to support me!”

It is valid to be concerned about the solution provider’s ability to provide support. It is a myth, however, to think that larger companies do this better than smaller ones. We’ve all been part of the large company’s telephone exchanges that take 10 minutes to get you through to the right person who will then have to put you on hold or escalate your issue to get it solved.

What people forget in terms of service and support is that, while a larger company will have many more employed staff to handle your support, having your support questions and concerns addressed is not a matter of life and death to them. A smaller company lives and dies by how they respond to you. If they do not support you, their company will bleed out and die.

Have you noticed that everyone is now working from home with Covid-19 rearing its ugly head around the world? Have you noticed that the support given by the larger organizations is very degraded… but support provided by smaller organizations remains largely intact? In fact, one of the sales pitches used by large organizations is ‘look at our lovely building. Having this building means we can support you!’. Notice how this has vanished entirely now? And the very thing that they were accusing smaller organizations of (i.e. being so small that they need to work from home) is now a selling point for them?

Counter the myth

Check from sources that are using the software how the support response has been. Dig deeper and discover if the team has the capacity to support you (that their models are in place) and that your data is safe. New on the market often brings new innovation, and, while it could be argued that new also brings new risk, the amount of new quality software released is growing rapidly.

Continuing on our "7 Deadly Myths of Software Procurement" series with today's Myth:

Myth number 3: “Going with tried and tested is always safer and better.”

Tried and tested solutions hold a huge appeal for us, but remember that technology also dates. If I said I had a tried and tested computer for you to use that was 15 years old, you would laugh at me. Why? Because, although the computer is definitely tried and tested and was remarkable in it’s day, it has not been improved or upgraded in 15 years. But with software, we seem to think that older is better. We ignore the fact that there are newer data stores, new viruses and new ways for your data to be compromised that come up all the time.

Products, over time, also seem to have a habit of becoming a routine, and innovation seems to die in a lot of companies, leaving people with software that simply gets older and older. Companies such as Microsoft and Apple have not shared this fate simply because their life’s blood is innovation

Counter the myth

If your software solution is not constantly being developed and updated, it is getting old and possibly vulnerable to attack. Check to see when the software was last updated and you will very quickly be able to asses how involved the designers are in protecting and enhancing your experience.

Continuing on our "7 Deadly Myths of Software Procurement" series with today's Myth:

Myth number 2: “These guys are much more expensive – they must be better!”

More expensive does not mean better. Over the last 20 years I have competed directly against large development companies that have a multitude of developers and large office space, huge board rooms and impressive new gadgets that they used to showcase how amazing they are. Sometimes I have won these assignments, sometimes I have lost, but one thing remains: I still have a 100% client satisfaction ratio. So why did I lose? I lost simply because I don’t have a need to charge the same rates as others because I am smaller. My remote working team of 3-4 developers had nowhere near the cost associated with the 60+ team opposite me. (In fact, with Covid-19, my 4-person remote team would actually have been way ahead of anyone else who now had to setup the ‘work from home’ infrastructure that my team was born with).

The fact of the matter is simply that these guys have much bigger expenses and that the person who is paying for their 108” display monitor is you. So, if what you really want is for your service providers to have awesome toys, then go ahead!

A smaller team does not necessarily have these overhead costs, and that means that they will be able to provide you with much lower price. Also, dealing with smaller companies often gives you direct access to the developer staff without the hoops you usually have to jump through to get to them.

A word of warning… there is a line between cheap and less expensive. Cheap software is just that. Your challenge is to discover if the solutions presented are simply less expensive or if they are cheap.

Counter the myth

Evaluate for yourself if you think that the company will be able to offer a similar (or better) offering despite being less expensive. See if you can determine what the real cost of dealing with a larger enterprise vs the less expensive alternative.

We're starting our "7 Deadly Myths of Software Procurement" series with today's Myth:

Myth number 1: “I don’t need to understand - my provider understands!”

It’s happens more than you think and is a common trick used by suppliers to impress potential clients. The fact of the matter is simply this: If a service provider cannot talk your business language, you shouldn’t be using them.

I’ve seen, time and time again, suppliers use this tactic to try and impress potential clients and to keep existing clients from asking too many questions. While it is critically important that your supplier does know the industry he is working in, it is equally important that he knows enough about your industry to be able to offer insights and address concerns of stakeholders.

Counter the myth

It is always hard to find a balance between trusting someone and examining their claims. But the only way to be certain of anything in the world of software is to ensure that you know enough about what your business requirement is that you can determine if the solution provided is going to meet your needs. This may even involve you learning a little of the tech jargon as well…

The 7 Deadly Myths of Software Procurement

As a software developer and serial entrepreneur, I have found myself in both the client position hiring solution providers and the supplier position designing and delivering tailor-made enterprise software solutions. It is fascinating to me how both sides of the table operate, and how each is always trying to out-maneuver the other. The one thing that I have noticed over and over again is that many clients are too easily swayed with superficial sales promises. By superficial, I mean that suppliers throw tech-words out there like "innovation" and "best practice" as if they are doing that. They tell you how they are the best and the most used software. And they expect you to believe it. But you shouldn’t.

The sad thing is that, in spite of the amount of money a company is spending (or about to spend) on a software solution, most clients never correctly investigate the claims made by sales representatives.

You see, it’s a trick of the supplier to get you to believe in the myths of software, and it’s your responsibility to choose a software solution and provider that will address your business needs and risks, and not simply buy into the political sales pitch.

Over the last 20 years or so in this environment, I’ve noticed 7 myths that software solution providers advocate in their attempt to both get new clients and keep existing. I am always interested in your comments, so please follow me on Linked IN and post your comments there.
I have also provided a way I think would be effective in your efforts to counter the myths. If you have further suggestions, I would love to hear them!

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