5 Ways to Untangle the Complex Back-End Software Selection Process

By Tocky Lawrence

Web Exclusive: 3 More Ways to Help You Find the Right Back-End Software

Continuing my list from the print article, “5 Ways to Untangle the Complex Back-End Software Selection Process,” here are three more tactics/strategies to consider when chartering through the unwieldy task of selecting the right back-end software system for your catalog/multichannel business.

1. Reference Checks and Site Visits
A critical aspect to identifying the right vendor is conducting reference checks and site visits. Vendors typically provide a list of three to five clients for reference checks. It’s best to take that a step further and contact clients outside of the list the vendor provides. And don’t just ask typical simple questions such as, “Does the software work?” or “How did you configure order entry?” Ask more revealing questions, such as, “Did the vendor do what it said it was going to do?” “How did the vendor treat you?” “How did the vendor respond when things went wrong?” “Did the install meet the implementation schedule?”

The face-to-face meeting with a client using the software has always proved to be worth the investment in travel and expense. Visiting at least two client sites provides a good indication of how well the vendor does what it says it's going to do. Not only is it recommended that you visit at least two client sites, but you should also consider visiting the vendor’s headquarters to meet with the executives of the company, the implementation team and the application developers.

2. Vendor Strategy
Does the vendor have a long-term development strategy for the software? Does it use feedback from users for implementing new features, or does it require that each client fund modifications, which are then incorporated into the core application? How does the vendor prioritize new features?

3. A Successful Partnership
Last, but not least, one of the most important keys to successfully choosing the right vendor is having a good culture fit. Creating a partnership with a vendor that understands your business, is willing to work with you and “gets you” is paramount to a successful relationship. That's why you want to spend the time on-site at the vendor’s location to meet with the executive team, project and account managers to make sure the “fit” exists. Doing so will give you a clear understanding of what it'll be like to work together. At the end of the day, creating a successful client/vendor relationship means being able to look them square in the eye and trust them to deliver on whatever is promised.

Selecting software for order management or warehouse management systems, e-commerce solutions, or other applications is a challenging task. The process begins by documenting a set of requirements, constructing a request for proposal (RFP), identifying vendors, viewing Web demos, and conducting site visits and reference checks. But a trend is emerging to select vendors based on word-of-mouth recommendations and two-hour Web demos. The question is, is that really the right approach?

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Special Report - Operations & Fulfillment: 5 Ways to Untangle the Complex Back-End Software Selection Process