Based on my experience, companies often buy software based on flashy presentations, hoping it will solve problems, but they overlook the root issue: undefined processes. Software automates processes; it doesn’t create them. When processes are inconsistent, software only automates inefficiencies. How can companies avoid this? Root Cause Analysis: Analyze and document processes, improving them first. Define Requirements: Ensure software aligns with refined processes. Engage Ownership: Assign a process owner accountable for success. Measure Success: Use metrics to track progress and define success. Key takeaway: You can’t automate random processes unless you want them to be more random

When software doesn’t meet organizational needs, it often stems from misaligned expectations set early on, such as in the tender phase. To address this, the organization should review contractual promises, identify specific gaps, and prepare for a constructive meeting with the vendor. By clearly defining improvement expectations, the organization can encourage the vendor to propose adjustments or resolve misunderstandings. This approach often opens up co-creation opportunities, allowing both parties to collaborate on tailored solutions that enhance the partnership and better align the software with business needs.

Assess the Gaps: Identify specific features or functionalities that are falling short. Communicate Clearly: Discuss your concerns with the vendor and request improvements. Explore Alternatives: Research other vendors that align better with your needs. Negotiate Terms: Request updates or additional support to meet your requirements. Test Updates: If the vendor offers solutions, pilot them before committing further. Plan a Transition: Prepare for a smooth switch if you need to replace the software. Document Lessons: Use this experience to refine vendor selection criteria for the future.

Take a step back, understand why it isn't working. Is it something that can be achieved but just takes some time? Were expectations wrongly aligned with the customer? Understand the problem, listen, re-align, is there an alternative you can offer?