Why Businesses Replace their CRM, Help Desk, Project Management PSA Software only 3 Years after Investing in it
Replacing their CRM, Help Desk, Project Management PSA software so quickly not only costs businesses a bundle, it’s also very disruptive to the business. So, why didn’t they see this coming?
In short, “they didn’t know what they didn’t know” and now having learned those lessons the hard way, they have to go through the entire PSA software evaluation and implementation process all over again.
Traditional PSA software is fine for managing service delivery, but what customers don’t realize is that some of the “add-on” modules are so weak that many traditional PSA customers must continue to create their quotes in 3rd party quoting software, track job costing and customer assets in spreadsheets and issue their P.O.s, product invoices, and track inventory out of their accounting system.
That might be fine for solving today’s problems, but as companies grow and start to offer more complete solutions for their customers, they don’t anticipate things like:
- Using 3rd party quoting software makes it almost impossible to cycle implementation lessons learned back into the quoting process and provides very poor visibility into resource forecasting.
- Not managing services and product/equipment in the same system makes it difficult to provide visibility into mid-project profitability and complicates the coordination of service and product delivery & billing, especially on phase-oriented projects.
- Only having strong reporting and analytics for one part of your business (service delivery) makes future growth decisions very difficult.
So, which modules need to be strong and which ones can you live without and not have to put your growing business through this all over again 3 years from now?