You have decided to implement a new ERP solution, and committed to implementing a platform that provides enough bandwidth to grow with your business. Now you have to select the right partner to implement the solution that exceeds your goals and expectations in a time frame that will accommodate your business needs. Here are a few items characteristics you will want to look for during your vetting process.

Clear and Precise Scope of your ERP Project

Like any large project your company engages in, you will need to establish a clear scope of this project by identifying your expectations that include a checklist for vetting the proper ERP partner, as well as the implementation process with a time frame established. You will also want to assign internal responsibilities related to each step and have a clear understanding of the company’s goals as they have been established.

• Establish the internal resources needed to commit to your implementation.

• Create a vision of what a successful project and implementation looks like.

• Assign a realistic time frame to the process.

• Identify a start time and completion time, and establish the necessary steps in-between.

References

In order to have a clear understanding of who will be your chosen partner, I always recommend asking for references. This will allow you to speak directly with customers your partner has worked with in the past. It’s important to look for areas of cost and implementation accuracy. Ideally, I generally look for references with similar market companies but that may not always be the case.

• Ask the ERP partner for a list of references. Keep in mind that you will want to know how long the implementation took and if there any cost overruns. What challenges surfaced and how well communicated were those challenges and was there a clear path of resolution?

• Look for what experience the potential partner has with your market and the solutions being presented.

• What accolades has the potential partner received from the resource organizations they work with?

• Does the potential partner engage in market educational services?

• What additional services do they offer?

Location

Although it’s always nice to deal with a local partner, that may not always be an option when you are looking for the best fit. However, having a local partner will allow time for on-site visits and face to face meetings as well as any training needed. 

• Where is the provider based?

• Will they be able to provide on-site services, in addition to phone and email support?

• How long have they been in there respective market?

Company History, Stability and Reputation

Look for well-established partners who have been in there respective market for several years with an established customer base and knowledge of the services they are proposing. Ideally, as the ERP market has evolved, you will want to see a sustainable track record of what products that were engaged, when they started, what products they offer now and ask them to explain the reasons for their product and market evolution.

• Inquire about accolades the partner has received from the ERP companies they work with.

• Look for history with those companies and how strong their relationship is.

• Inquire about annual sales, that will identify the strength of their ERP knowledge.

• How many new customers are they engaging and what services are being offered?

• How long have they been in business and how many full time employees do they have?

• What’s the employees experience and do they have accounting backgrounds?

Experience

Careful review of the partners experience will help identify their strengths and ability to provide a seamless implementation of services. You’ll want to look for someone with vast experience in this service that has a team of experienced individuals who have a proven track record in successful implementations and strong ERP partnerships with the company you have chosen.

• What experience do they have with your industry?

• Who do they work with?

• What has their experience been with recent implementations?

• Ask the company to identify their most successful and non-successful implementations and why.

Implementation Process

This will be a crucial part of the vetting process. Ask for a clear understanding of the steps your potential partner will take from day one. Also as important is what discovery process was taken prior to awarding your potential partner your business. 

• Do they have a clear understanding of your business and goals with your implementation? List the implementation steps.

• Has your timeline goal been clearly established? Do they understand your timeline goal? 

• Establish a scope of the project and clearly identify the individuals who will be involved with action items for each team member. This will establish who will be responsible for what parts of the project. 

Company Fit

I personally believe this is one of the most important parts of the vetting process. Look for partners who you can work with comfortably, inevitably this partner will be your post implementation support structure, and you will want to know they are as committed to your short and long term goals as you are.

• Look for past implementations and inquire about current business relationships.

• Inquire about the longevity of their current customers as well as repeat business.

• How often does your potential partner engage with their current customers?

• How often do they communicate, and do they present new ERP solutions, or other solutions their customers may be interested in?

After Hours and On-Going Support

This is an area that will help with any post implementation support, and can be a crucial part of your businesses functionality.

• What are the after-hours support hours?

• Is there a process of how to reach out to your partner, should you need them during non-business hours?

• Is there a fee associated with after-hours support?

• What is the escalation process, should an issue need to be escalated and who can be reached?

• Is there a time frame established for a partner response from the initial call?

Training

Now you have come to the end of your solution implementation, you will want to ensure your team is properly trained on the new ERP platform you will be using. Ideally, you will want to ensure all respective parties from your team are trained on the functionality of your new service. Additionally, you will also want to establish a process for new hires as they go through the on-boarding process. Most companies will offer a training program designed around new hires with a block of hours established for a fee as it becomes necessary. Some things to inquire about the training process include:

• How long will it take and what follow up will be available should it be necessary.

• Is there a training fee or has it been included in the original project scope?

• How will new teammates be trained, will there be a fee and what will it be?

We hope you find this helpful. If you have any details, questions, or would like some advice on your ERP implementation, don’t hesitate to contact us.