Protect from the Usual Disconnect
We can’t help but feel bad for the ERP system implementation consultants that work for (or subcontract to) our competitors. They are often set up to fail – and it’s by design! We call this “throwing it over the wall.” This kind of start puts your ERP project in jeopardy from the get go.
We believe the biggest reason why ERP projects fail is the total separation between sales and services organizations. Most ERP system publishers and resellers do not include their actual (billable) services resources in their sales processes. Instead, they employ sales-oriented pre-sales engineers. These folks don’t have to answer to client or their own professional services counterparts after the sales. They act like implementation consultants, and may even solve some problems during due diligence to boost your confidence. But make no mistake; their job is to sell you their software. You probably won’t see the sales team after you sign the contract. They are on to the next deal.
Silverware’s Connected Approach
At Silverware, the people making the promises are involved in and accountable for successfully delivering them. We involved our services team in the sales process to ensure thorough understanding of the customer’s requirements so that expectations for the effort necessary and results are properly set.
We are dedicated to creating long-term partnerships with our customers. All management decisions are based on our “customer for life” framework. We make realistic promises and keep them. In ERP implementation, budgets, timelines and expectations are the critical variables related to customer satisfaction. We do not underbid projects and have therefore ceded projects to competitors who do.
Our real commitment and character shows when something doesn’t go exactly as planned. This is the best way to vet potential partners – find out how they respond when the wheels come of the wagon. We always give the customer choices and do the ‘right thing’.
Silverware has been implementing accounting and ERP software since 1988 and has never had a failed implementation. We align the customer’s expectations with the results we will deliver within the estimated budget range. Our secret to successful projects is mutual investment to ensure common understanding of the expected outcome identified through extensive pre-sales discovery.
Silverware Reduces ERP Risk
The most common pitfalls in ERP and accounting software implementation are inadequate planning and unrealistic expectations. Silverware protects our customers (and our reputation) in three critical ways:
- We do not overpromise or underbid; and,
- We clearly document what we’re going to do – and just do it!
- The same people making promises are responsible and accountable for keeping them.
We are keenly focused on customer satisfaction and long-term partnerships. Our livelihood depends on happy customers, especially those who like to tell their friends about us. If you can’t confidently recommend our company to others, we’ve failed.