Cutting Through the Noise

You’ve heard the stories. You might’ve even been there yourself. There’s a lot you might be worrying about...

What if they screw up our data?

How do I know it’ll work as promised?

What if there are three years of pain before it starts working?

How long before it needs upgrades?

What will they charge for those upgrades?

These concerns weary the mind and make the whole process even more of an ordeal. But perhaps we can offer a few gut checks that might help cut through some of the noise.

How Simple Is the Tech Setup?

What will the system’s technology require of your school? Do you need 27 programmers to run it? Will you need to maintain it and manage servers yourself? Is it actually web-based, or does it need some techie VPN thing to work? Who’s in charge of keeping it secure? Will your students and faculty be able to use it?

Another way of phrasing this question might be: What is the real ongoing cost for the system?

Am I Excited About the Pricing?

It’s more than just what it costs. What does the vendor’s pricing motivate them to do?

Do they get a big check upfront? Do they lock you into a long-term contract? How does customer support fit into their business? Does their pricing make them focus only on new clients? Or does it compel them to support all their customers?

You might also ask what exactly you get for the number you’re discussing. What’s included? What isn’t—and why not? Does this pricing indicate that you’ll need to someday pay more to get the service you thought you were getting?

Do I Actually Believe What They’re Telling Me?

If a vendor has complicated tech requirements but assures you that won’t be a problem…

And if their pricing doesn’t require them to serve you but they assure you that you’ll have their attention…

…How do you know that they’ll actually do it?

The support experience frequently resembles the sales experience. So don’t just listen to what the salesman says. Look at what they actually do.

1. Determine whether their interests are aligned with yours. Is their product and support built with you in mind? Is their pricing designed to keep you on their minds?
2. Consider their sales process. Are they promising you the world to bring about a sale? Are they transparent and helpful? Do they conceal their price behind negotiations that make you wonder what their other clients are getting? Or is their pricing clear and plain to understand? Are they attentive to your questions? Or do they drop the ball regularly?
3. Ask for references. Do their other clients enjoy working with this vendor? Or is it just the devil they know?
   

This article adaptation is from our partner, Populi—college management software that’s an SIS, LMS, finance package, bookstore... all in one bundle.