About the Episode
In this episode of Corralling the Chaos, host Angela Alea and Thomas Hudson, LASSO’s Director of Implementation, dive into the complexities of software implementation. They explore why companies often struggle to fully leverage systems like CRMs and ERPs, despite heavy investments. The discussion highlights the importance of setting clear goals, ensuring effective communication, and involving key stakeholders from the start.
Meet Your Speakers
– Angela Alea: President & CRO of LASSO, Host of Corralling the Chaos
– Thomas Hudson: Director of Implementation, LASSO
Listen
Watch
Overview
– Discussion on the challenges companies face with software implementation
– Commonalities and differences among companies in defining success
– Pitfalls that can derail an implementation
– Importance of setting specific goals and regular checkpoints
– Role of the implementation team and the process at Lasso
– Advice for companies going through software implementation
Takeaways
Takeaway 1: Software implementation involves more than a financial commitment; it also requires time and effort.
The episode highlighted the issues many companies face after purchasing software, in which they struggle to implement and utilize it effectively. This is particularly evident in the case of CRM systems and similar tools, where companies invest heavily but often fail to fully leverage these tools, according to the speakers.
“The clients that I’ve worked with that struggled, funny enough, did not struggle with the buying part. I think the owner really understands the vision and what they need and where they want to go and some of the challenges they have. Where some of those companies have struggled is either a, to remember those pain points when they get busy, probably b, more importantly, to get the rest of their team on board with that. Why? So they have a vision for where they’re trying to go and why we’re making this switch…” Thomas explained.
He further emphasized that while the financial commitment might be easily fulfilled, the time commitment is often overlooked.
Takeaway 2: Successful software implementation requires clear communication and goal setting.
The episode highlighted the importance of clear communication and goal setting in successful software implementation. This involves having a well-defined implementation and onboarding process and setting specific goals early on.
“The best teams and the best projects will take the time early on to really get to know what the client’s going through, what those problems are, what those goals are,” shared Thomas. He further added, “I like to encourage, if we do have an owner come in first, I like to encourage them to bring in a key stakeholder from each of the major departments. I want to get them involved in the conversation early on about some of the challenges we’re trying to solve so they see the why.”
Thomas also emphasized the importance of having regular checkpoints and clear responsibilities for each team member. “…making sure everyone knows who’s doing what when they’re doing that, why they’re doing that really helps things move along at a quicker pace.”
Takeaway 3: Investing in a software as a service (SaaS) platform should come with robust training and support.
The episode emphasized the need for robust training and support as part of any software as a service (SaaS) platform investment. This includes having a well-defined process for implementation, training, and coaching, as well as access to a variety of learning resources.
Thomas highlighted the resources available in their company, saying, “We have a lot of ways to get information that are not directly from a person. That’s important…we accomplish a ton of fundamentals through first written, kind of step by step guides that have screenshots and steps really clearly laid out. We have in-product tours where you can click through the workflows you’re going to be doing in the system…”
He also stressed the importance of having a dedicated team to support clients in their implementation process, saying, “If they tell you, hey, we have a dedicated team, you have your dedicated account manager, and that’s it. Then there’s a good chance your dedicated account manager may not be quite as available as you’d like them to be, and you’re going to be stuck without resources.”
Insights surfaced
– Companies often struggle with software implementation due to a lack of clear communication and understanding among the team about the purpose and benefits of the new system.
– Successful implementations often involve open conversations about business challenges, involving stakeholders from different departments early in the process, and clear understanding of roles and responsibilities.
– A well-defined implementation process with clear checkpoints can help keep the process on track.
– It’s important for companies to commit both time and money to the implementation process.
– Regular checkpoints and specific, actionable goals can help keep the team engaged and the implementation on track.
