Selecting the right software vendor is about far more than just cost and functionality. It shapes organisational efficiency, employee engagement, and even company culture for years to come. While vendors craft compelling sales pitches, the real insights come from those who have already walked the path. Speaking with existing customers isn’t just a checkbox exercise—it’s a strategic move that can mean the difference between a smooth implementation and a costly disaster.
Understanding the true story behind a vendor’s promises is crucial. Sales presentations highlight best-case scenarios, but reference conversations reveal the unfiltered reality. The implementation process is where the rubber meets the road, and hearing from those who have gone through it provides invaluable lessons. These discussions expose gaps between expectations and delivery, shedding light on whether deadlines were met, how adaptable the vendor was, and what unforeseen challenges arose.
References often share their honest reflections on what they would replicate and what they would change if given the chance. If a company is willing to act as a reference, the experience was likely at least satisfactory. But beyond validation, the real value lies in learning from their journey. These conversations frequently uncover crucial details such as actual versus estimated timelines, unexpected technical hurdles, resource allocation needs, training and adoption challenges, and hidden costs that weren’t part of the original proposal. These insights can be game-changers, helping your organisation avoid pitfalls and optimise implementation strategies.
Beyond technical considerations, evaluating cultural alignment and support quality is just as vital. A vendor’s ability to integrate with your operational style and support your team determines long-term success. References can provide a candid assessment of the vendor’s responsiveness, adaptability, and commitment to enhancement requests. Crucially, the references you speak with should mirror your organisation’s complexity and business model to ensure the feedback is relevant and applicable to your situation.
Vendor presentations will always position their software as the perfect solution for any use case, but real-world validation is essential. Speaking with customers who have comparable requirements verifies that the system can handle your specific needs. References provide direct insights into integration complexities, customisation constraints, performance reliability, compliance adherence, and the ability to support unique workflows. These conversations cut through sales jargon and provide tangible proof of the software’s real-world capabilities.
Selecting a vendor is not just about purchasing software—it’s about forming a long-term partnership. Enterprise software relationships often last five to ten years or more, making it critical to assess the vendor’s track record of product evolution, their commitment to customer success, their approach to contract renewals and pricing, and how well they handle change management. Building strong relationships at all levels within the vendor’s organisation ensures smoother transitions during future updates and upgrades.
A commonly overlooked aspect of procurement is internal change management. Implementing a new BSS/OSS system impacts employees across multiple departments, and securing user buy-in is key to a successful transition. Even the most advanced system can fail if employees resist adoption. Learning from other organisations’ experiences with change management strategies can smooth the transition and drive adoption more effectively.
To maximise the value of reference checks, start early and look beyond the references provided by the vendor. Use industry connections to find additional customers, including those who faced difficulties or discontinued their relationship. Ideally, a vendor should be able to introduce you to long-term customers with similar implementations who are willing to share their experiences.
Prepare thoroughly for reference calls and visits by asking strategic, probing questions. If possible, speak with customers who encountered challenges—they will provide the most valuable insights. Seek references at various stages of their software journey, from recent adopters to long-term users, to gain a comprehensive perspective on the lifecycle of the partnership.
While phone calls are convenient, in-person visits provide deeper insights. Vendors should not be present during meetings, as this allows for more open and honest discussions. If trade shows are on the horizon, consider arranging meetings there, as industry events often provide access to key executives who might otherwise be difficult to reach.
Engage with multiple customers and be prepared to visit at least one or two. Even if you operate in different markets, the shared challenges and lessons learned can provide invaluable guidance.
Investing time in thorough reference checks is not just due diligence—it’s a strategy that pays dividends throughout the software lifecycle. The knowledge gained can prevent costly mistakes, set realistic expectations, and build the foundation for a long-term, productive vendor relationship. Treat references as a learning opportunity rather than a box-ticking exercise. The goal is not just to validate your choice but to arm yourself with the insights necessary for a seamless implementation and a successful partnership.
Cerillion plc (LON:CER) is a leading provider of billing, charging and customer management systems with more than 20 years’ experience delivering its solutions across a broad range of industries including the telecommunications, finance, utilities and transportation sectors.
