How to pick a partner?

Q:  Hi Salma!  Today we have a question that I get all the time.  How would you choose an implementation partner?

A: I love this question!  It relates to something I touched on when chatting about the industry’s obsession with timesheets: how to compare implementation consultants.  We aren’t all created equal!

If I put myself in my clients’ shoes, there are really 3 big questions I would ask:

1.     What is your implementation methodology?

2.      What is YOUR financial system of record?

3.      What happens after go-live?

Q: Okkkk, so let’s start with number 1: Methodology.  How would you describe yours?

A: Organized chaos!  Or maybe “non-standard”?  At nuvemXP we use an Agile methodology for all our implementations.  This differs from more traditional firms that tend to rely on the waterfall method.  People love Gantt charts!

While both methods have their merits, I think Agile is more appropriate specifically for Sage Intacct implementations because it is flexible, collaborative and speeds things up.

Unlike waterfall where the entire project is planned upfront, Agile allows us to adjust at any stage of the project.  Rather than having clients answer endless questionnaires, our approach is more conversational.  Changes are not just tolerated but are welcomed as an opportunity for improvement.  We’re not trying to re-invent the wheel here, but the opportunity for clients to step out of their day jobs and really ideate around not just the system they have but the system they want is sometimes a once in a career opportunity. 

Waterfall, forces clients into locking in requirements early on.  Many clients find it difficult to make decisions at these early stages, especially when they don’t yet understand the system.  Agile allows room and space to make decisions that are non-permanent.  You’re going to hear me say “Let’s try it!” a lot.  With less pressure on making firm decisions, it tends to speed up the whole process.

Q: Did you use ChatGPT for that answer?

A: ChatGPT used MY answer!

Q: Ok your number 2 is interesting.  Why does it matter what financial system the partner is using?

A: I ascribe to a philosophy that if you’re selling something you yourself don’t use, something is off.  I think this applies to all companies, not just Sage Intacct Implementation partners.  All companies need to record their finances in some sort of system.  If your partner doesn’t use Sage Intacct as their system of record, ask yourself “Why not?”.

Partners who use Sage Intacct would be in a position to speak confidently of the benefits the system can provide, would be on top of newly released features and would provide better support to their clients, as they understand the system.  At nuvemXP we use our Intacct instance as a beta testing ground for our clients.  We try things in our environment before recommending them in yours. 

I also think understanding the entirety of your partner’s financial tech stack would be helpful. What do they use for payroll?  What do they use for expense reports?  How do they manage their corporate cards?  Every financial shop has the same struggles.

Q: Interesting.  I’m going to ask my mechanic what car she drives!

A:  I mean, it’s not a terrible idea?

Q: Why is post go-live so important?

A: I think because a lot of Partners treat go-live as the end of the project.  It really really isn’t!  I’ve heard clients say that after go-live their consultants start ghosting them! I would say any good partner treats go-live as just a step in the project.  The real value is how will they support you when you need it the most! 

At nuvemXP we have a product called SupportXP which is enhanced go-live support.  Clients sometimes find it difficult to imagine what type of support they might need once live, and they’d be surprised!  Not only is it support with your first month end-close (balance sheet reconciliations and reporting packages) but remember:  Intacct releases new features quarterly.  You want an implementation partner that’s in it with you for the long haul.  I’ve been known to review the release notes and send personalized messages to long past clients if there’s a new feature I think would really help them.  We also support onboarding of new employees.  The original implementation team might experience some turnover over the life of the Intacct instance.  nuvemXP provides training refreshers for those who may have missed that part.

And we don’t want clients not to send us questions and messages because they don’t want to receive an hourly bill.  Sometimes trying to figure it out on your own leads to an even bigger problem down the road.  We offer SupportXP as a wholistic subscription.  Like Netflix!  Ask as much as you want!  Binge ask!

For more information about SupportXP please reach out!