When is the Time to Leave your Document Automation Vendor?

by Tuesday 23rd June, 2020Solutions0 comments

Whens the time to leave your Document Automation vendorIII 1 scaled

It’s not me… It’s you…

Sometimes the relationship is great, but the product or service no longer meets your needs. Maybe another vendor is just better. Or maybe the vendor wasn’t meeting expectations.

There are many reasons why a company wants to leave a vendor and often the fear of change and ‘sticking with what you know’, are reasons enough for a company to stay.

In this current climate, many businesses are happy to do this, but what happens 6 months or a year from now when their current situation hasn’t changed, or if anything, got worse? If fear stops change, then what can help a company overcome that fear and make a change?

Top 5 Reasons for Leaving

  1. Failing to Meet Expectations – If the technology you purchased doesn’t deliver what you need it to, or requires a lot of customisation, people are more likely to leave. With over 250 Document Automation solutions on the market, companies have an extensive choice. If your current vendor isn’t delivering the features and functionality you need due to outdated technology, is unnecessarily complex due to the level of customisation required and moreover, is unlikely to change, you may inevitably look elsewhere.
  2. Platform Enhancements Made Difficult – Your Document Automation platform should work seamlessly with your supporting business systems and processes. Some vendors make it almost impossible to easily upgrade their technology, often requiring a rewrite of your integrations. What was once the latest, hot technology could now be dated and inefficient.
  3. Customer Service/Support Inefficient – If you don’t give customers an outstanding customer experience, they’re going to become disillusioned with your business. It isn’t enough to give “good” customer or client service; you need to create great experiences. If your vendor makes it hard to get support, or takes a long time to resolve problems, you’re going to end up with frustrated customers.
  4. Inflexible License Agreements/Cost Structure – Having purchasing options and realistic pricing surely isn’t too much to ask, however, some companies have inflexible license agreements in place which don’t give companies any option but to choose a particular path, potentially locking them into a license agreement for years.
  5. Culture or Fit – The software is only part of the relationship. If a company starts to disrespect its Clients, treating them as nothing more than cash generation machines, do you really want to give them your business? Perhaps you only hear from them when they want to increase prices or push a renewal. What would happen if you treated your own Clients like that? Would they stay with you? Choice is everywhere and as their Client you should feel like the vendor is putting you first, not last.

If you’ve made the decision you want to leave your current vendor, the documentation in your service level agreement (SLA) is your ‘go to’ guide for what you need to do and termination is a critical element of every vendor contract, so you should always read the small print!

At the end of the day, it’s all about trusting the technology to deliver exactly what you purchased it for and the vendor providing an effective solution that empowers users. If you’re unhappy with a vendor and you don’t think they will improve, then it’s time to move on, or be stuck with a costly, limited platform. Surely, the risk of doing nothing is far greater…

DocGovern are a vendor neutral Document Automation specialist who work with the leading platforms. We help our Clients make the right choices, based on their needs and to help them get the most out of their technology investment.

If you are thinking about moving from your Document Automation vendor, talk to us today.

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