When the (automation) buck stops with you…..
Choosing a Solution Provider for Your Automation Journey
According to TechTarget, 80% of the process is completed online without discussion with the solution provider. The market is full of solutions offering everything from simple data capture to complete touchless processing.
So What Does a Buyer Journey Look Like for 2025?
Early-stage selection often begins with a simple Google search or using platforms like Capterra for insights and comparisons. Understanding what you need versus what a solution offers is the first hurdle. A checklist, broken into sections such as required integration, functionality, support, hardware, users (Finance and Business), and payment terms (e.g., SaaS, MSA), is a good start. This list can be divided into essential, desired, and wish list features.
After completing this initial research and creating a shortlist, some businesses issue a Request for Information/Proposal (RFI/RFP). The challenge with this approach is that it can be biased from the buyer’s perspective. Software providers may have limited information available through a Google search, website check, or review platform due to the sheer volume of data.
Processes within businesses are broadly similar but each company, team, and entity has unique aspects. Evaluating whether these unique processes can be incorporated into an automation solution is difficult without conversation. A demo becomes necessary at this stage, but it should be interactive and focused on discussing the business's processes and desired outcomes. Without this, the demo can become irrelevant. Ideally, businesses should see the software working with their documents and addressing their challenges, ticking off the checklist items.
What Is Important to the Team?
How would the team prefer the training for the new solution to be delivered? Is a personal approach important, or would video training suffice?
What kind of support do they need? Would they prefer telephone support, a chatbot, email, or a helpdesk portal? What are the response times? Does it matter if the provider outsources support?
Would the finance team like to speak to someone already using the software in a similar setup? Is there an opportunity for a reference call?
What to Ask Your Provider
What happens after you buy the solution? Is there a point of contact who understands your business and the process you went through to implement the solution?
How is customer support handled during implementation and go-live?
What kind of support is available after the solution goes live?
If configuration adjustments are needed post-implementation, is this possible?
Find out how long the company has been established. Is it privately owned, or has it undergone multiple takeovers or buyouts? Management changes and outside investments can destabilise a company and impact its knowledge base.
The length of service of the team working at the provider can indicate a reliable provider. A team with long tenure suggests a positive work environment and a wealth of in-house experience.
The Buck Stops with You... or Does It?
After exploring and discussing all aspects with stakeholders, it comes down to the decision. This can be the most nerve-wracking part of the process. Even with thorough due diligence and a solution that meets the business’s needs, super users and business teams must be ready to embrace the change. If there’s pushback, the responsibility lies with you. We often hear from new customers, “My neck is on the line” or “This has to work or my job is at stake.”
At Documation, after meeting potential buyers and introducing them to our team, we ensure we can address their challenges and automate their processes. Our clients can move forward confidently, knowing that the responsibility for success is shared with us. We deliver on our promises and go beyond, making sure that when choosing a software provider, it’s not just about the software but also the team behind it.
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