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How do you know the solution provider you're considering
is a good fit for your business? It's all in the questions you ask.
For a small and medium-sized businesses looking for
help with the implementation of a technology solution,
the abundant Canadian reseller channel offers a smorgasbord
of high-tech talent. But so much can go wrong in any
working relationship, it's critically important to ask
the right questions before signing any kind of deal.
The alternative - hoping against hope the concerns you
failed to raise were unfounded - is not a good course
of action.
Question one:
Can I interview a few of your customers?
If you went hiking in the woods and came across
a bush full of berries you didn’t recognize, would you
try a few just for fun? Doubtful — they could be poisonous.
As a buyer of technology, you need to know that others
have bought products or services from your prospective
solution provider/VAR/consultant and lived to tell about
the experience. Ask for several references. Make sure
you access companies of a similar size to yours that
have purchased similar technology. Your questions about
the solution provider and the implementation experience
may highlight barriers to successful implementation,
or pinpoint areas where you need to be better prepared
before the start of the project. Also, find out how
long the company has been in business, and specifically
how long they’ve been offering the things that you’re
planning to buy.
Question two:
Do you speak my language?
Terry Van Ness, president of Edmonton reseller Digiware
Computer Service and Sales, says an SMB should know
something about the application or service it wants
to acquire before meeting its possible providers. “A
lot of times, the end user isn’t sure what they’re looking
for, so it can be easy for the vendor to do a lot of
bafflegab, and the user might wind up with a solution
that they weren’t looking for.” This is obviously very
dangerous, since you can’t ensure that you got the right
solution, but you can be fairly certain you paid more
than you should have for it. Michael Hyjek, senior analyst
of Canadian customer segments with Toronto’s IDC Canada,
agrees, stressing the need to perform due diligence
up front. “It’s really critical,” he says. “There are
lots of places to do [due diligence]. The Web is one
of the best places to start, plus vendor sites and asking
your other trusted IT provider, or providers.”
Question three:
Can your solutions scale up as
I do?
Davide Petramala, vice-president, marketing and business
development at Richmond Hill, Ont.’s Esna Technologies
Inc., a developer of communications software and unified
messaging that sells through the channel, says SMBs
must ensure they purchase a solution built for growth.
“Small businesses are usually growing businesses. Rarely
are they static,” Petramala says. If the contract you
sign offers no flexibility, it really is going to hinder
your progress in the future, says Petramala, so don’t
buy for today’s needs, buy for next year’s needs. Because
many SMBs are reactive by nature, IDC’s Hyjek tries
to encourage them to be more proactive. You should also
understand whether the solutions you’re buying actually
jibe with your existing infrastructure, he says. It
might be a great solution, but, as they say, you can’t
fit a square peg in a round hole. And if it doesn’t
work, does the consultant understand what must be added
(or replaced) to make it work?
Question four:
What are the details of your service
level agreement (SLA)?
Most service providers have a
Service Level Agreement (SLA), and if they don’t
fulfil it, you’re entitled to walk away without penalty.
As a result, you should be part of a contract that gives
you the flexibility to bolt if basic service levels
are not met. “That’s the first thing SMBs should ask,
especially of an Internet, voice over IP or application
provider,” says Esna Technologies’ Petramala. “What
is their service level agreement? No one ever asks that.”
Also, make sure the consultant can provide a complete
service package. Critical elements of any software implementation
are product training, technical support, and future
maintenance and upgrading, according to a document on
the subject by Sage Software, developers of Accpac and
BusinessVision accounting software. “Look for a reseller
who wants to assist you not only with the immediate
sale installation, but also with longer-term training
and service.”
Question five:
Are we a good fit?
If you answer no to any of the following three
questions, there probably won’t be a love connection
between your and your prospective technology suitor:
Do the company’s reps listen effectively? A consultant
or VAR who goes on and on about the product’s quality
but rarely hears you when you ask questions about it
is a consulant or VAR you don’t need. According to Sage,
this question distinguishes the true consultant from
the product pedlar. To make the best recommendations,
a solution provider must first learn about your organization
and your needs. Do they communicate clearly? If you
can’t understand them now, you definitely won’t when
the technology goes down and you need expert advice
in the middle of the night. Will you be able to work
together? Find a consultant you enjoy working with,
who aligns well enough with your company's philosophy
and culture, and whom you feel will provide the necessary
expertise in a professional way. As IDC’s Hyjek points
out, not all SMB technology decisionmakers are technically
savvy. “Is the provider explaining things in a way that
makes you feel comfortable with what you’re getting?”
he asks. If not, you should probably just take a pass.
Article courtesy of www.itbusiness.ca |
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