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?

If a vendor cannot meet compliance requirements, request them to do so within a minimal timeframe. If they fail, consider replacing them with a vendor who is compliant.

Reevaluate the software & vendor to get to know is it is an implementation issue so you need to switch vendor or software capability and limitation issues so you need to re-tender the whole software. If issue is in the tool , Evaluate the importance of the data entered to business team as if we start from scratch will be an issue or we have to migrate old data. Very important note if you have to re-tender , is to get a full migration project assessment and include it in the tender must have milestones .. also if you can have a parallel run approach when you implement the new software , all of this is vip go get a smooth departure from the old software.

Share detailed feedback about the gaps and limitations you're experiencing. Ask if they can modify the software or develop new features to address your needs.Negotiate Support Terms: Inquire about enhanced support options, including training or dedicated account management. Explore whether the software can work better when paired with complementary tools via APIs or plugins.Adjust Your Processes: Review internal workflows to see if slight adjustments can make the software more effective. Develop a roadmap for phasing out the vendor's software while introducing a new solution. Regularly assess the impact of sticking with the current software versus moving to a new option.

En primer lugar hay que entender a qué nos referimos cuando hay un problema con un proveedor. ¿Es un tema de servicio? ¿De precio? ¿De funcionalidad? ¿Técnico? En función de la tipología que se trate las soluciones irán por un camino o por otro. También el grado de dependencia de dicho proveedor influirá de manera significativa en el margen de acción que tengamos. Si es de servicio quizá haya que buscar alternativa. Si es de precio será necesario abrir una negociación. Cuando se trate de algo funcional debemos tener claro el gap entre lo que tenemos, lo nos puede ofrecer y lo que necesitamos. O si es técnico, entonces ¿es un tema que se puede solucionar o es necesario un cambio radical?

A few months ago, our software vendor’s system began causing delays and frustration due to missing features. I started by gathering feedback from teams to identify the gaps and prioritize needs. After documenting the issues, I met with the vendor to discuss potential fixes, but their solutions fell short. I then researched alternatives, testing demos and involving stakeholders in the decision-making. Once we chose a new system, we carefully planned the transition, including data migration, training, and a phased rollout. Though it wasn’t without challenges, the new software transformed workflows and improved productivity, proving the value of clear communication and adaptability.