(Jedox topped 12 categories in this year’s BARC Planning Survey. Our new 12-part blog series tells you why “Business Benefits”, “Ease of Use” or “Implementation support” should be on your check list when choosing business software. 5th category: Implementer Support.)
It’s been three decades since the issue of implementing technology was first addressed in the Harvard Business Review, but it remains current today, despite the remarkable technological development in the intervening time: “For all the dollars spent by American companies on research and development, there often remains a persistent and troubling gap between the inherent value of the technology they develop and their ability to put it to work effectively.”
The piece described a key challenge that faced implementation: managers responsible for bringing a technology into routine use are frequently better equipped by education and experience to guide the innovation’s development than to manage its implementation. This situation points to the need for implementation support.
Support Services that Understand Business, Industry, and IT Requirements
A recent article on TechTarget listed “consideration of support requirements” as one of the top 10 concerns regarding implementation of software solutions. For the user, this is a double-edged sword: it’s necessary to know the breadth and depth of support a vendor will provide, and also whether the organization will need further IT support because of the technology introduction.
Certainly, as software solutions have become more specific in the functionality they deliver, and as business has become an increasingly global proposition, it’s become more incumbent for software vendors to provide comprehensive support—before, during, and after implementation—that understands a user’s business, industry, and IT requirements. This support should be 24/7/365 anywhere in the world.
The Vendor Ecosystem: Global Implementation Partners
In a recent post we discussed speed of implementation, and having an experienced support team at hand for our customers is one of the reasons Jedox ranked number one among its peers for the shortest time to project completion. This should not be understated: Jedox not only has years of project implementation experience on staff, we have also invested in extending that knowledge through our network of more than 180 certified Jedox business partners worldwide.
What Users Are Saying about Support
For those involved in business software selection, among the most important resources are the independent assessments done by the Business Application Research Center (BARC). BARC just released its 2016 Planning Survey, the world’s largest survey of planning software users.
Among those using development-oriented planning solutions (i.e., solutions that allow customers to implement totally individual planning requirements), Jedox ranked number one in terms of implementation support, scoring higher than the peer group average in that sector (8.7 vs. 4.2), and higher than the next closest competitor (8.7 vs. 6.0). Here is BARC’s viewpoint on Jedox’s top-ranking performance in this category:
“Jedox has a steadily growing global partner network with more than 180 value-added resellers, alliances with big consultancies, and more than 20 OEM partnerships with various (operational) software vendors. Both the vendor and its partners offer a great level of support, according to customers. Jedox’s trained partners mostly offer consulting services such as local implementation support or implementing planning processes for specific industries.“
(Source: BARC THE Planning Survey 16)