Best practices book - Flipbook - Page 67
People Helping People Build a Safer World
DO’S & DON’TS
1. Does the software have specific features your department needs?
The first task to be completed by the department staff is to clearly define if the new software should mimic the
existing processes embedded in the system or if it could be modified to match the solutions recommended by
the software vendor. Some companies offer a ton of features which on the surface seem important, but as you
dig a little deeper, only add more work. Other software systems don’t offer special features that may be needed
to properly run the department. If the features are implemented in a way that is too confusing, staff will get
frustrated. The best approach is to make a list of the essential features and ask the vendor if their product can
be adapted to fit your unique needs. Buy-in from key department staff on the minimum necessary features is
essential to ensure success.
2. Is there a contract of any kind?
The ‘contract’ reflects the most critical financial decision your department would make while digitizing the
system. The more thorough the RFP, the better the contract could be. Before buying software make sure to ask
about software AND support contracts.
3. What are the fees for tech and hardware support?
Each software vendor has their own support policies. Make sure you understand their policies clearly. One
company may charge a monthly or yearly fee, while another may offer you 30 days free before the support
charges start accruing. Some may not even offer support. Ask about hardware support too. Many companies will
support their software but won’t support hardware. You have to go to a third party (often charging an avg. of
$75 – $125 per hour). Some companies have special prices for specific devices. Getting help with receipt
printers, label printers, barcode scanners, computers, etc. is essential for a smooth operation. Make sure
you understand what to expect from your software provider beforehand. In many cases, the vendor team that
installed the software and trained the first group of department staff may move on to other projects and the
vendor may then deploy new personnel that your staff may not be able to relate to. So, once the launch group
is well entrenched get a commitment from the vendor that they would keep their team intact at least until the
department staff is fully conversant with all operations.
4. Does it cost to get upgrades?
If you are not buying a web-based system, be prepared for a sticker shock when you try to upgrade your system
to the current version. Several of the software vendors will charge you to upgrade to the newest version. Also
remember if you are past two or more versions of the software, the vendor may not support you and thus you
will have to go back to square one. This is one big difference between software that is downloaded/installed on
your computer vs. software that is available via the web. Web-based software updates everyone immediately to
the most recent version when it is available. Installed software may require anywhere from 6 months to a year to
upgrade with new features or bug fixes.
5. How does your data get backed up? Do they offer a Disaster Recovery Option?
If your computer gets a virus, lightning strikes, or it just crashes for some unexplained reason, make sure you
have backups of your data that do NOT reside on your computer. Whether you purchase web based or installed
software, make sure you understand how your data is backed up, how often it is backed up and what it will cost
you. Also, be prepared to perform a periodic audit of the backup system to make sure that you do indeed have
the correct files backed up.
Disaster Recovery is a function to for IT team of your organization and usually part of a strategic planning
function led by a CIO or CTO type of function as subset of broader BCDR (Business Continuity and Disaster
Recovery). As the name indicates, this is planning for continuous operation of the business that encompasses
hardware, software, technology and business process. It is impacted by type of technology platform, connectivity,
and other factors that are specific to your organizational needs, mandates and regulations.
6. Does the software offer integrated credit card processing and if so, what are their rates?
If the software integrates credit card processing this makes the point of sale easier and less time consuming. If
you don’t use an integrated credit card processor, you will need a separate process to run credit cards. Either
way, make sure you compare rates of different credit card processors to make sure you are getting the best rates
possible. Also, be very careful of the level of security needed since this may directly affect performance of the
payment intake software.
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