| How do you choose software that’s just right | | | | is, there are bound to be times when one can’t |
| for your company’s use? What are the things | | | | find out how to work a particular feature or a glitch |
| that you should include in your checklist? Take a | | | | crops up. Hence quality of support services is very |
| closer look at these guidelines: | | | | important. |
| Key Selection Criteria in Detail: | | | | Some software solutions may require you to hire |
| 1) Company History & Experience | | | | dedicated support staff of your own, while with |
| How Long Have They Been Around? | | | | others company support suffices. The cost of hiring |
| Company background is essential because unlike brick | | | | support staff needs to be factored into the buying |
| and mortar companies, software companies are | | | | decision |
| often small, and even beyond national boundaries. | | | | Provider support may be in the form of human help, |
| Since often these companies will be handling sensitive | | | | i.e., customer care executives who promptly (or not) |
| data related to your company, one needs to be | | | | attend to your problems. Here also the level of |
| doubly sure. Law hasn’t quite been able to pin | | | | quality in terms of helpfulness of solution provided, |
| down the particularities of the software industry, and | | | | availability and conduct of support executives |
| in case of misdemeanor, it would be harder to hold | | | | matters. |
| such a company accountable. | | | | Support can also be in the form of an extensively |
| One can safely assume that past records are a good | | | | documented help engine, or extensive help |
| indicator of future performance. Therefore it is a | | | | information on the company site, which provides |
| must that some time be put in researching the | | | | solutions to almost all of the questions you could |
| company before one even goes on to consider the | | | | possibly have. This form of support is often more |
| software itself. | | | | efficient than the human version. |
| There are a few things that need to be checked. | | | | Training |
| How long have they been around? Are they | | | | Training is another form of support which deserves |
| registered? How long have they been in the field? For | | | | special mention. Some companies offer free training |
| example if they’re offering business | | | | seminars (online and offline) to help customers get up |
| communication software, have they been in this | | | | to speed with using a software. This greatly helps in |
| industry long enough to know it well? How long have | | | | getting started with a new software. In other cases |
| they been in their current business? Even if the | | | | the software might not warrant much specialized |
| software is new, do they have experience | | | | training at all. In some cases the company might |
| developing related softwares? | | | | offer paid training, which might be essential and |
| What is Their Niche? | | | | whose cost needs to be factored into the purchase |
| Another very important factor about the | | | | decision. |
| company’s history is the niche it has experience | | | | Maintenance |
| in serving. Does the company know your niche well | | | | Maintenance costs and efforts have a major impact |
| enough to know your needs? If you are a small to | | | | on the performance and adoptability of a software, |
| mid sized business, it is unlikely a company serving | | | | and hence should form important criteria of the |
| the Fortune 500 will offer you the best solution. If | | | | buying decision. In case the software is hosted at the |
| you work from home, it is unlikely a solution serving | | | | company’s end, it is of utmost importance of |
| large offices will meet your needs. | | | | the customer that the software be available online at |
| The Ultimate Testament – The Customer | | | | all times, or the “uptime”. Uptimes are |
| The ultimate judge of a software are its users. To | | | | covered under the “service level agreement” |
| get a true picture of a software’s workings, it is | | | | when you purchase a software and range from 98% |
| important to look at how customers are using it and | | | | to 99.99%. A minimum uptime of 99% is what one |
| what their comments are. It may entail looking at the | | | | must look for. |
| site to see if they include a client’s list or page. If | | | | It is also important how much upkeep a software |
| the list exists, is extensive and includes recognizable | | | | requires. Will specialized staff need to be hired to |
| names, that is usually a good sign. Customer | | | | maintain and run the software? Or is it low |
| testimonials on the site are a good indicator of its | | | | maintenance or maintenance free? |
| performance, and one could also take the initiative of | | | | The company’s upkeep is also important. Efforts |
| getting in touch with the customers oneself and | | | | to constantly improve upon the software underline a |
| seeking comments. | | | | commitment to providing you quality service. Are |
| Dangers | | | | bugs fixed promptly and on an ongoing basis? Are |
| There are certain things with the software industry | | | | they just releasing a software and not updating it? |
| that a buyer should be wary of. Because of the | | | | One should develop a habit of keeping up with the |
| lower entry and exit costs, software startups are | | | | company newsletter, new release notes or the |
| known to have shorter live spans than traditional | | | | “what’s new” section on their site. |
| companies. Lots of these companies are known to | | | | Periodic newsletters and a “what’s new” |
| ride high on the success wave when the industry is | | | | section (which keeps getting updated) are indicative |
| doing well and go “pop” when the industry | | | | of a dynamic company constantly looking to improve. |
| bubble bursts. This was well exemplified by the .com | | | | 4) Familiarity |
| bubble burst of 2000, when many software | | | | The “feel” of the software is another |
| companies disappeared without a trace. | | | | important criterion. Us software users are habituated |
| It is debatable whether the current spate of | | | | creatures for whom changing a software is as |
| “web 2.0” companies also constitute another | | | | difficult as changing our favorite coffee or |
| expanding buddle which will inevitably burst, but it | | | | newspaper. The software should keep with the basic |
| makes sense that the buyer be wary and bet their | | | | layout and navigation schemes we are used to. This |
| money with dependable companies with proven track | | | | makes for quicker transition. |
| records. | | | | One good way is to compare with the OS in which |
| 2) Cost | | | | we would use the software. Does it have the same |
| There’s no denying the importance of cost in | | | | basic schema as the OS environment? A software |
| buying decisions across the board. Yet the issue of | | | | with Mac schema on Windows wouldn’t sit that |
| cost should be seen in a broad perspective, because | | | | well. Another way could be to compare with other |
| low entry costs may result in higher costs along the | | | | softwares which we are used to. If you are |
| product’s life or higher overall costs for the | | | | switching from an expensive software to a cheaper |
| company. | | | | one, choosing a software with a similar “feel” |
| Features vs. Price | | | | would make sense. Does it retain most of the main |
| A cost benefit analysis makes sense, as opposed to | | | | features you are used to? Is it easy to get to those |
| only considering costs. The costs need to be seen in | | | | features? |
| light of the range of features and functionalities the | | | | 5) Security |
| product provides. An online document management | | | | Security is a top consideration because in many cases |
| system may not be the lowest priced in the market, | | | | the software company will be handling information |
| but it may also allow you the capabilities of setting up | | | | critical to us – business, financial or personal data. |
| a virtual office. | | | | We need to be triply assured that the sanctity of |
| A decision point is whether one wants to keep the | | | | our data will be preserved and there are no risks of |
| budget down and buy a product with most of the | | | | it being lost or falling into wrong hands. This factor |
| main features, or willing to shell out extra money for | | | | requires some research on the client data handling |
| the entire feature set. As costs go down, one will | | | | systems and practices of the software provider. |
| have to make some compromises on the features, | | | | What safety features does the provider have? |
| but good research can reveal products which offer a | | | | Data encryption is the practice followed by warring |
| very good cost to feature ratio. | | | | sides during WW2 to protect the secrecy of their |
| Needs vs. Price | | | | messages. It is now used by most companies follow |
| Another question which arises is whether there is an | | | | to protect the integrity of their clients’ |
| overlap between features and needs at all. Many of | | | | information. Encryption is the process of coding |
| the features may not relate to needs which were | | | | information so that it is unreadable by anybody but |
| sought to be addressed at all. | | | | those who have the key. There are different types |
| To retain objectivity one can clearly define ones | | | | of encryption, each of which is associated with a |
| needs, and accordingly classify features as | | | | different level of security. DAS is one level, which |
| “needed features” and “features not | | | | was previously used extensively but is now known |
| needed”. It is possible that all features may not | | | | to have vulnerabilities. 128 bit encryption is offered by |
| fit nicely into this scheme as certain features may | | | | companies offering top notch security. |
| not be absolutely essential, but would be valuable still. | | | | Password protection is another important facet of |
| Another possible scheme of classifying features could | | | | security. What is the strength of the software to |
| be “must have”, “nice to have”, and | | | | withstand manual and automated attempts to hack |
| “future requirements” (relating to features | | | | your password and access your information? The |
| that do not serve an immediate need but would in | | | | ability of the system to accurately detect a hacking |
| the future) | | | | attempt and lock up in time is important. |
| Armed with this objective information, one would be | | | | Data Backup |
| in a better position to assess various software | | | | In extreme cases of system breakdown caused by a |
| solutions priced differently & offering different | | | | facility fire, natural disaster or technical glitch etc, it is |
| feature sets. A word of caution, purchasers often | | | | important that your data is frequently and adequately |
| tend to go for products with loads of features, but | | | | backed up and not stored at a single facility. Good |
| never get around to using half of them. This | | | | company data backup practices ensure that even if |
| represents wasted expenditure, so it is important to | | | | your local computer crashes, your data is safe and |
| analyze all features in light of needs. | | | | accessible through the software. |
| 3) Ease of Use/Adoption | | | | Certain factors are to be considered in backup |
| A learning and adoption curve is involved with every | | | | practices. The first is the frequency of backups. If |
| new software purchase as it needs to be integrated | | | | there is a long gap, there is a possibility of data being |
| with current systems or other softwares and the | | | | lost in intermittent periods. Secondly, what are the |
| end users have to be brought up to speed using it. If | | | | security arrangements at the facilities where your |
| the software is chunky and too complex, one can be | | | | data resides? Is it manned and guarded by security |
| sure of adoption resistance. | | | | personnel? What other systems are in place to |
| Ease of Use | | | | protect the data? Is there a good firewall? What is |
| The software should have an intuitive interface, and | | | | the protection against virus attacks? What |
| use of features should be pretty much self evident. | | | | procedures are in place for disaster management? |
| The shorter the learning curve training a new user, | | | | All this requires research, and the extensiveness of |
| the better. Solutions which are too complex or have | | | | the research depends on the sensitivity of the data |
| crudely designed interfaces are major turnoffs for | | | | we will be entrusting the software provider with. A |
| users. | | | | personal mail program does not require the same kind |
| The software should have the ability to easily fit into | | | | of security as softwares handling banking or business |
| the existing workflow and IT systems. It may often | | | | information. |
| be necessary for the new software to communicate | | | | Track Record |
| with established systems. Web-based softwares are | | | | As with company background, a little research on the |
| a good example of softwares which nicely fit into | | | | security track record makes sense. Has the company |
| diverse systems with minimum friction, because they | | | | ever been vulnerable to attacks before? What were |
| need no elaborate implementation at the customers | | | | the losses? How did the company react? How many |
| end and can be run from simply a web browser. | | | | years has the company had a good record. New |
| Adoption | | | | companies will most likely have a clean record, but |
| To get a measure of “shelfware”, i.e., | | | | that isn’t necessarily indicative of good security |
| softwares which are purchased but never used, one | | | | practices. |
| just needs to look at the statistics. Some studies peg | | | | The Server System |
| the number of content management solutions which | | | | The server system where the sensitive data actually |
| are shelved at 20-25%. At around a million dollars an | | | | lies is very important. This information will mostly be |
| implementation, this is really pretty expensive | | | | available in the terms of agreement. Is it |
| shelfware! According to another study, 22% of | | | | state-of-the-art? Is it in step with the latest in the |
| purchased ERP licenses are not being used, in | | | | market? |
| U.S.-based companies. | | | | The server infrastructure could be owned by the |
| No doubt, “Shelfware” is a result of ill | | | | software provider themselves or outsourced to a |
| thought to purchase decisions. These studies merely | | | | dedicated national network providing hosting solutions. |
| underline the importance of making an educated | | | | Outsourced hosting is a good thing because |
| purchase lest the money is not spent on software | | | | dedicated hosting companies have extensive |
| that does little more than cooling its heels on an | | | | expertise and infrastructure in protecting data, often |
| office shelf. One possible way to protect against | | | | handling critical data of Fortune 500 companies. This |
| shelfware is the new concept of “pay as you | | | | frees up the software provider to concentrate on |
| go” hosted solutions. The software is hosted | | | | the software itself. |
| with company itself, and buyers merely have to pay | | | | The company might not have an elaborate setup at |
| a monthly subscription rate, which can be opted out | | | | all, running the software and processing data through |
| in case the customer realizes that the software is | | | | computers set up in the garage somewhere acting as |
| not compatible with his business. | | | | servers. This should get your alarm bells ringing! The |
| Support | | | | safety of your data could well depend on a baseball |
| No matter how easy to use or intuitive a software | | | | flying through the door. |