It’s a natural impulse: “It’s just a software application, right? It can’t be that big of a drag on the business.”
But natural impulses often lead us to rationalizations that hold us back from our potential.
The reality is harsh. Once your business reaches a size at which your staff are no longer able to retain in their mind the details of each customer interaction, each situation with a supplier or partner, software that is well-suited to the task becomes a tool you need to keep the business running smoothly.
If your staff, customers and partners have faith that your systems can be relied on to be available when needed, that’s a win. If they have complete trust that the system is a reliable record of transactions – purchases and sales, invoices and receipts, orders and support requests – you’re in a really good spot.
But what if the people involved have a nagging expectation that the next disruptive system outage is sure to happen very soon, and at the most inopportune moment? What if they’re quietly performing duplicate, time-consuming work as a defensive measure to ensure they have access to information they need, when they need it?
What if your customers have seen enough errors or omissions in their account records that they begin to completely lose faith in your company as a reliable, trustworthy partner?
Software plays a vital role in allowing a business to grow – to provide reliable, satisfying service to more customers – and even to operate smoothly at current scale, while maintaining the margins that are the lifeline of the business. If the marginal cost of serving each additional customer increases, growth is a losing strategy. And if you’re losing trust with with even longtime customers because your systems of record have been wrong too many times before, you have a major problem on your hands.
So, it’s just software, right?
If you avoid thinking about such things, afraid of the realizations you’ll uncover, don’t just stay where you are, forever afraid of what’s coming. Take steps to address the shortcomings that threaten the future of your business. I’d love to help you think through the path you can follow. Just reach out.