Raven Intel has studied the peer reviews of over 500 Enterprise Software implementation projects completed in the past year.  We’ve seen a wide range in projects, customers and geographies, and have found direct correlation between a positive implementation experience and the long-term success of the software.  We rarely see customers who have had a bad experience with their implementation and partner rate their software vendor well (and no software vendor is immune to implementation challenges).  We have also found no clear pattern that suggests larger, more well-known consulting firms produce better project outcomes for their clients.  What we have found is that Enterprise Software project success depends on 2 wise decisions:  1. Choosing the right partner and 2. Defining a solid project scope, team and timeline to create the strong foundation upon which to build.

We’ve gotten to know the Consulting firms (and the software vendors) who have led these projects through the perspective of their customers.  It has become easy to spot good (and bad) firms from a mile away—not only from customer sentiment, but by observing how receptive the firm itself is to the concept of transparency / asking customers to review their work.  While there are many firms that are doing stellar work (you’ll see those 5-star reviews all over the site), there are some that you’ll want to steer clear of.

Here are (5) types to avoid:

1.  Team Bait & Switch.
These firms give you Don Draper during the pitch, but assign you the consultant trainee after you’ve signed the contract.  The consulting firm you choose is important, but the team assigned to your project will ensure you get what you signed up for delivered.

Pro Tips:
– Read the firm’s reviews on Raven Intel and look particularly at Project Team Change.  Ask the firm what their Average Project Team Consistency Rate is (that is the team turnover % throughout the duration of the project.)
– Interview the resources that will be assigned to your project, and get contractual assurance they’ll be the same resources that stay with you during the project.
Raven Intel’s reviews show consultants recognized by name for previous projects, as well as provide information about any changes in team during the project.
Keeping the team in tact throughout the duration of the project (both internal and external) is a big contributor to success.

2.  Big hat, no cattle. 

This firm talks a big game on their capabilities, innovation and touts they have ‘hundreds of X software projects’–but has zero or very few reviews available, nor are you able to find actual customer references for the firm.  These guys will wax poetic about their experience and amazing customer success, but when Raven asks to speak with their customers, they go dark.  If you want to get to know the real deal on a consulting firm–get to know their customers.

Pro tip: 

– Check Raven Intel and read a firm’s reviews, particularly in the areas of Customer Satisfaction, On-Time and On-Budget Delivery.  If there are none, press them for multiple references—like size, industry, tech stack and ask them why they don’t have more reviews.  If they can’t produce them–be afraid.  Very afraid.
– Ask what a firm’s Average Net Promoter Score, On-Time and On-Budget Delivery scores are.
Raven Intel measures these key performance indicators and can help you here as well.

3.  The Pro-Golf Sponsor.
We all know and love these firms because they are the ones that sponsor the rock band at your software vendor’s annual customer conference or gave you front-row tickets to the hottest pro sporting event in town.  (They might also be the company whose double-titanium sponsorship conveniently coincided with a big software vendor award.)  On the one hand, good for them–they clearly have done something right to have deep pockets to fund such things.  On the other, when you get your invoice, you’ll probably know who is paying for all of that—YOU.  There’s nothing wrong with brand recognition, but don’t assume because a firm is well known or has a multi-million dollar advertising budget that you have a guarantee of success for your project.

Pro tip:  Well-known firms have global capabilities and can be considered a ‘safe bet’, but there is no correlation between a firm’s size and customer satisfaction.  There are more things to consider than a firm’s size (like specialty with the type of project you’re embarking on, team, fit, etc.) and even if you end up with the ‘pro-golf sponsor’ firm, make sure you include a few other options as well to ensure you’re getting a competitive proposal.  (Raven Intel is a great resource for you here.  Read also: HCM Mythbusters)

4.  The Change Order Bandit.
These firms can produce a quote faster than you can say ‘change order’—which you should get used to if you end up choosing them.  If a firm doesn’t go through a thorough discovery process with you to ensure they understand the scope of your project / work, be wary.

Pro Tip:  Check “Scoping Accuracy” on a firm’s reviews on Raven Intel.  Ask them what their Average Project Scoping Accuracy rate is.

5.  Jack-of-all-trades.
If a firm is claiming they do everything under the sun or work with every size, industry or locale of customer—chances are they are overstating their capabilities.  If a firm is unable to produce actual customer proof points on how / when they’ve delivered projects, they either do not have them or are likely to subcontract with other firms to deliver the work later on.  Run.

Pro Tip:  Look at the demographics on Raven Intel’s reviews (geography, industry, employee size, modules implemented.)  This will give you an idea of the specialties a firm has.  If there are none listed like what you are looking for, press them to get you references (and to get more reviews on Raven Intel!)

Have you had experience with one of these types of firms, or a great experience with a firm you’d recommend to others?
If you/your company has recently gone through a recent software project with a consulting partner we want to hear your story.
The review process takes under 4 minutes, is anonymous and will help your peers make a good decision for their projects.

Link here:  www.ravenintel.com/review