Top 54 Complaint Management Software (Jan 2023)

2023's Best 55 Complaint Management Systems

Shlomi LaviShlomi Lavi / Jan 25, 2023

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1. Zoho CRM

  • Best for: Small, medium and large size businesses
  • Price: starts at $14 per user/month
  • Jan 25, 2023
Compare Zoho CRM Vs. Zoho CRM

Zoho CRM is cloud-based customer relationship management and customer engagement solution designed for businesses of all sizes. The core features include artificial intelligence, pipeline management and team collaboration and more.


2. Nimble

  • Best for: Small, medium and large size businesses
  • Price: starts at $19 per user/month
  • Dec 29, 2022
Compare Nimble Vs. Zoho CRM

Nimble CRM is a web based customer relationship management solution for small and medium businesses. Its capabilities include contact management, lead management, sales forecasting, and others. The software was designed and launched by Nimble Inc headquartered in California, United States.


3. Nutshell

  • Best for: SMBs
  • Price: starts at $19 per user/month
  • Jan 09, 2023
Compare Nutshell Vs. Zoho CRM

Nutshell is a cloud-based customer-relationship management solution that is designed specifically for small-sized businesses as well as medium-sized businesses.


4. Mhelpdesk

  • Best for: Small businesses and start ups
  • Price: starts at $374 per 10 users/month
  • Mar 09, 2022
Compare Mhelpdesk Vs. Zoho CRM

MHelpdesk is a web-based field service management that systematizes requests, customer data, billings and reports. It takes pride in providing complete visibility to field staff all in one place. MHelpdesk is developed by the company of the same name. It was released in 2007 and is headed by Ry...


5. Capsule CRM

  • Best for: SMBs
  • Price: starts at $18 per user/month
  • Mar 09, 2022
Compare Capsule CRM Vs. Zoho CRM

Capsule CRM is a customer relationship management solution for small and medium businesses. It features various management, analytics, and reporting services as well as add-ons and integrations. The software was designed and launched by Capsule headquartered in Manchester, United Kingdom...


6. Constant Contact

  • Best for: Small businesses and start ups
  • Price: starts at $9.99 per month
  • Mar 09, 2022
Compare Constant Contact Vs. Zoho CRM

Constant Contact is a software solution that provides online survey tools, email marketing, event marketing, and social media marketing, for its clients. Member associations, small businesses, and nonprofit organizations, rely on Constant Contact's affordable and easy to use tools to make and...


7. Freshdesk

  • Best for: Small, medium and large size businesses
  • Price: starts at $15 per agent/month
  • Mar 09, 2022
Compare Freshdesk Vs. Zoho CRM

Freshdesk is a cloud based help-desk system designed to ensure good customer relations between and an organization and its clients. The solution core features include ticketing, collaboration and automations.


8. Zoho Support

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $12 per user/month
  • Mar 09, 2022
Compare Zoho Support Vs. Zoho CRM

Zoho Desk is a cloud-based help desk solution designed to cater to businesses of all sizes. Some of its core features include customer support portal, contract management, and report creation.


9. 8x8 Contact Center

  • Best for: SMBs
  • Price: starts at $15 per user/month
  • Mar 09, 2022
Compare 8x8 Contact Center Vs. Zoho CRM

8x8 Virtual Contact Center is a cloud-based call center solution that delivers greater productivity and flexible call center management. It works with 8x8 Virtual Office VoIP phone service to give users an easy-to-use yet extremely powerful contact center.   8x8 Virtual Contact Center was develope...


10. Nextiva Business VoIP

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $11.95 per user/month
  • Jan 16, 2023
Compare Nextiva Business VoIP Vs. Zoho CRM

Nextiva Business VoIP is cloud-based communication, collaboration, call center and telephony services designed for small businesses in multiple industry verticals. The solution helps the user eliminate the need for the traditional phone system.


Pricing Guide - Complaint Management Software:

Customer Relationship Management (CRM) Software Price Range

Most CRM software in the market are priced on a per-user, per-month basis; hence, businesses can expect to pay between the range of $10 to $200 per user monthly. There are also some CRM products with yearly pricings and others with perpetual licenses.

The above price range depends on the sophistication of the CRM products feature-wise, as well as the number of user accesses or accounts paid for. Some CRM software within the above price ranges are Zendesk Sell, which starts from $19 monthly per user, FreeAgent CRM pricing starts from $25 monthly per user, and GreenRope costs between $149 for up to 1,000 contacts to $699 for up to 50,000 contacts.

In addition, CRM products target different sizes of organizations, and their price ranges are as follows:

  • Small Businesses can expect to pay between the range of $10 to $25 for CRM software. The prices are set on a per user per month basis. For example, Zoho CRM costs $12 per user per month, Fresh Sales costs $13 per user, per month, and Copper pricing starts $19 per user per month. In addition to this, some products offer small businesses very basic packages which can be gotten for free.
  • Medium Businesses can expect to pay between $25 to $50 for CRM software. While most products for medium-sized businesses are priced on a per user, per month basis, the number of employees or registered users will determine the prize of the software per user. For example, Hubspot costs up to $30 per user monthly but $50 monthly for two users. Others are Benchmark ONE, which costs $40 monthly per user, and Skynamo, which is priced at $46 per user monthly.
  • Large Businesses can expect prices that fall within $50 to $200 for CRM products. CRM offerings for large business organizations typically come with more features; hence, there may be separate fees for installation, setup, or training. Some CRM software within this tier are FreeAgent CRM, which costs $130 price monthly per user; GreenRope costs between $149 for up to 1,000 contacts to $699 for up to 50,000 contacts , and Quick Base pricing falls around $500 monthly for a number of users.

CRM best of breeds and their price ranges are as follows:

  • Marketing Automation Software Marketing automation products can be divided into three tiers, each carrying prices that range from $0 to $19, $19 to $50, and $50 upwards, respectively. For instance, Active Campaign pricing starts from $15 monthly per user, Hubspot Marketing Automation costs up to $50 per user monthly, and Integrated Marketing Portal pricing is around $50 per user monthly.
  • Lead Management Software The pricing for Lead management products in the market usually varies between $11 and $60 upwards. These price ranges depend on the level of the products offerings and the number of registered users per month. For example, SalesExec pricing starts from $65 per user monthly, Salesforce Essentials costs around $25 per user monthly, and Lead Capsule pricing starts from around $500 per month for a number of years.
  • SalesForce Automation Software SalesForce automation products pricing ranges from $13 to $50 upwards, depending on the level of their offerings and the number of registered accounts per month. The prices are set per user, per month; hence, SAA software pricing like Really Simple System starts from $14 per user monthly, Pepperi pricing is around $48 per user monthly, and Cliently costs up to $39 per user per month.
  • Contact Management Software Most contact management products in the market are priced on a per month basis, and there are typically set limits to the number of contacts each user can manage on the software. Depending on the level of offers, prices may fall between $0 to $14, $14 to $25, and $25 to $400. For example, Infloflo pricing starts from around $100 per month, DejaOffice PC CRM costs up to $50 monthly, and AirTable pricing starts from $14 per month.
  • Email Marketing Software Email marketing products are priced per month, and there are usually limits on the number of subscribers or emails for each user monthly. The prices range from $0 and $30 upwards, depending on the package level. For example, Constant Contact pricing starts from $20 per month, SendinBlue pricing starts from $25 per month, and Campaigner costs around $19 per month.

11. Zendesk

  • Best for: Small, medium and large size businesses
  • Price: starts at $49 per agent/month
  • Dec 28, 2022
Compare Zendesk Vs. Zoho CRM

Zendesk is a SaaS and a cloud-based customer service software that help the user to manage customers. The solution enables the user to build more meaningful productive as well as personal relationships with customers.


12. Marketo

  • Best for: Small, medium and large size businesses
  • Price: starts at $895 per month
  • Mar 19, 2022
Compare Marketo Vs. Zoho CRM

Marketo is a marketing automation and management solution for small and medium businesses. It also offers solutions for campaign management, CRM and reporting aspects. The software was designed by Marketo, Inc., headquartered in California, United States.


13. Chatra

  • Best for: Small, medium and large size businesses
  • Price: starts at $17 per agent/month
  • Mar 21, 2022
Compare Chatra Vs. Zoho CRM

Chatra is a growing cloud-based CRM software, it is designed to support small, medium and large size business. Chatra received a rating of 4.8 from ITQlick team. The software cost is considered affordable (1.5/5) when compared to alternative solutions.


14. SugarCRM

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $49 per user/month
  • Dec 29, 2022
Compare SugarCRM Vs. Zoho CRM

SugarCRM is a complete customer relationship management software that is offered on the cloud and serves businesses for any size. The software helps businesses to handle various functions such as sales automation, account management, marketing automation, as well as customer relationship management...


15. Bitrix24

  • Best for: Small, medium and large size businesses
  • Price: starts at $61 per month
  • Jan 04, 2023
Compare Bitrix24 Vs. Zoho CRM

Bitrix24 is a social enterprise platform for small businesses that can create a unified workspace for a company for handling the daily tasks and operations. The software can be used as a project management, social collaboration and social intranet solution and includes more than 35 tools. Bitrix...


16. Desk-com

  • Best for: Small, medium and large size businesses
  • Price: starts at $25 per user/month
  • Apr 18, 2022
Compare Desk-com Vs. Zoho CRM

Provide answers faster and deliver smarter service in any channel with the world’s #1 customer support solution – no matter the size of your business.


17. Spiceworks

  • Best for: SMBs
  • Price:
  • Mar 22, 2022
Compare Spiceworks Vs. Zoho CRM

Looking for simple but powerful help desk software? Something that lets you manage user tickets, organize your work, and assign tasks to your helpdesk team? Spiceworks is completely free…and you can get started in less than 5 minutes.The procedure of getting IT help is like: Receive tickets via web ...


18. zendesk talk

  • Best for: Small, medium and large size businesses
  • Price: starts at $49 per user/month
  • Mar 18, 2022
Compare zendesk talk Vs. Zoho CRM

Zendesk Talk is a VoIP call center software designed to help companies talk directly to their customers and provide personalized solutions to every issue they face. Being an integrated solution, Zendesk Talk enables users to manage voice in the same workspace and other channels.


19. Spark by Marketo

  • Best for: Small, medium and large size businesses
  • Price: starts at $895 per month
  • Mar 04, 2022
Compare Spark by Marketo Vs. Zoho CRM

Spark by Marketo is a marketing automation solution to help users secure customers faster by automating marketing campaigns. Users can execute better campaigns using the flexibility and power of this software and target more revenue with less effort. The marketing automation solution offers multi-ch...


20. Velocify

  • Best for: Small, medium and large size businesses
  • Price: starts at $60 per user/month
  • Mar 24, 2022
Compare Velocify Vs. Zoho CRM

Velocify intelligent sales automation solutions include Velocify LeadManager and Velocify Dial-IQ products that deliver clear, repeatable processes that can systematically accelerate sales performance through rapid lead response, increased selling discipline, improved sales team productivity, and pr...


21. amoCRM

  • Best for: Small, medium and large size businesses
  • Price: starts at $15 per user/month
  • Apr 26, 2022
Compare amoCRM Vs. Zoho CRM

amoCRM is a web based customer relationship management solution for businesses of all sizes. Its capabilities include sales automation, analytics, productivity management, security, and others. The software was designed and launched by QSOFT LLC headquartered in California, United States...


22. Base CRM

  • Best for: Small, medium and large size businesses
  • Price: starts at $19 per user/month
  • Dec 12, 2022
Compare Base CRM Vs. Zoho CRM

Base CRM is a sales and CRM software that can help boost sales team productivity and business growth. The software can help users to manage their customers, work with leads and can be accessed from almost any internet enabled device. Base, the developers behind Base CRM, offers the first CRM sol...


23. Pipelinedeals

  • Best for: Small, medium and large size businesses
  • Price: starts at $25 per user/month
  • Dec 30, 2022
Compare Pipelinedeals Vs. Zoho CRM

PipelineDeals is a customer relationship management solution for businesses of all sizes. It offers a variety of administrative, collaboration, marketing automation, and support features. The software was designed and launched by PipelineDeals headquartered in Pennsylvania, United States...


24. QT9 Quality Management

  • Best for: Small, medium and large size businesses
  • Price: starts at $1,500 per license
  • Mar 29, 2022
Compare QT9 Quality Management Vs. Zoho CRM

QT9 Quality Management is a cloud-based Manufacturing software that makes it possible for users to automate routines within a team, improve quality by centralizing requirements for compliance, and delegating approvers of tasks according to a laid down procedure.


25. LeadMaster - Lead Management / CRM

  • Best for: Small, medium and large size businesses
  • Price: starts at $15 per user/month
  • May 24, 2022
Compare LeadMaster - Lead Management / CRM Vs. Zoho CRM

LeadMaster CRM is a cloud based CRM (customer relation management) and lead management system. The software provides a sales and marketing solutions suite that includes Call Center Management, Lead Management, Marketing Automation, and Sales Force Automation. The LeadMaster CRM application is availa...


26. BigContacts

  • Best for: Small businesses and start ups
  • Price: starts at $5 per user/month
  • May 26, 2022
Compare BigContacts Vs. Zoho CRM

BigContacts is a customer relationship management solution for small and medium businesses. It offers marketing and sales automation along with collaboration and analytical capabilities. The software was designed and launched by BigContacts LLC headquartered in Georgia, United States.


27. Insightly

  • Best for: Small, medium and large size businesses
  • Price: starts at $29 per user/month
  • Dec 30, 2022
Compare Insightly Vs. Zoho CRM

Insightly is a cloud-based customer relationship management and project management solution designed for small and medium-size businesses. The solution core features include lead management, project management, and contact management solution and more.


28. Freshservice

  • Best for: Small, medium and large size businesses
  • Price: starts at $19 per agent/month
  • Jul 07, 2022
Compare Freshservice Vs. Zoho CRM

Freshservice is an IT asset management solution for businesses of all sizes. It offers help in such domains as compliance, service management, reporting, and asset management. The software was designed and launched by Freshservice Inc headquartered in California, United States.


29. TeamSupport

  • Best for: Small, medium and large size businesses
  • Price: starts at $49 per agent/month
  • Jun 30, 2022
Compare TeamSupport Vs. Zoho CRM

TeamSupport is a cloud-based customer service and help-desk solution which is designed for business to business. Some of its primary features include omnichannel support, task management, and SLA management.


30. ChangeGear

  • Best for: Small, medium and large size businesses
  • Price: starts at $46 per user/month
  • Apr 17, 2022
Compare ChangeGear Vs. Zoho CRM

ChangeGear is an IT asset management solution for businesses of all sizes. It offers such capabilities as approval process control, event monitoring, help desk management, and others. The software was designed and launched by Sunview Software Inc headquartered in Florida, Untied States.


31. Maximizer CRM

  • Best for: Small businesses and start ups
  • Price: starts at $55 per user/month
  • Jan 04, 2023
Compare Maximizer CRM Vs. Zoho CRM

Maximizer CRM is a cloud-based as well as on-premise customer relationship management (CRM) solution. Maximizer CRM assists the sales team monitor their sales with the help of measuring criteria feature.


32. OnContact CRM 7

  • Best for: Small, medium and large size businesses
  • Price: starts at $60 per feature/month
  • Dec 13, 2022
Compare OnContact CRM 7 Vs. Zoho CRM

OnContactCRM 7 is a customer relationship management software that can help companies to communicate with their clients clearly and precisely. The CRM solution can help your sales staff throughout all the sales processes starting from nurturing prospects to upselling old customers. The software can ...


33. Salesforce Marketing Cloud

  • Best for: Small, medium and large size businesses
  • Price: starts at $1,250 per month
  • Jan 25, 2023
Compare Salesforce Marketing Cloud Vs. Zoho CRM

Salesforce Marketing Cloud is a web based marketing management solution for businesses of all sizes. It offers such services as bounce tracking, mailing list management, survey management, and others. The software was designed and launched by Salesforce.com Inc headquartered in California, United St...


34. GoldMine

  • Best for: Start up, Small business, Medium business
  • Price: starts at $65 per user/month
  • Oct 10, 2022
Compare GoldMine Vs. Zoho CRM

GoldMine is a cloud-based and on-premise customer-relationship management software that is designed for use in businesses of all sizes starting from small-sized businesses, medium-sized businesses and large enterprises.


35. SalesNexus

  • Best for: SMBs
  • Price: starts at $45 per month
  • Nov 08, 2022
Compare SalesNexus Vs. Zoho CRM

SalesNexus is a web based customer relationship management solution for businesses of all sizes. It offers such services as marketing automation, sales automation, collaboration, and others. The software was designed and launched by SalesNexus LLC headquartered in Texas, United States.


36. SAP Cloud for Sales

  • Best for: Small, medium and large size businesses
  • Price: starts at $248 per 5 users/month
  • Apr 28, 2022
Compare SAP Cloud for Sales Vs. Zoho CRM

SAP Cloud for Sales is a cloud based customer relationship management solution for businesses of all sizes. It offers such services as sales automation, ERP integration, collaboration, and others. The software was designed and launched by SAP SE headquartered in Germany.


37. InvGate Service Desk

  • Best for: Small, medium and large size businesses
  • Price:
  • Apr 30, 2022
Compare InvGate Service Desk Vs. Zoho CRM

InvGate Service Desk is a SaaS-based Field Service software that enables managers to handle a support team, from self-service through phone and email support services.


38. SharpSpring

  • Best for: Small, medium and large size businesses
  • Price: starts at $449 per month
  • Apr 28, 2022
Compare SharpSpring Vs. Zoho CRM

SharpSpring is a web based marketing automation solution for small and medium sized businesses. Its capabilities include lead management, campaign segmentation, direct mail management, and others. The software was designed and launched by SharpSpring LLC headquartered in Florida, United ...


39. Oracle Siebel

  • Best for: Small, medium and large size businesses
  • Price: starts at $3,750 per license
  • Nov 05, 2022
Compare Oracle Siebel Vs. Zoho CRM

Oracle Siebel CRM is a cloud-based customer relationship management and sales force automation solution that targets to assist organizations to manage and influence their customer experiences. The platform features a collection of sales, customer service, and marketing applications tailor-made to su...


40. Relenta

  • Best for: Small businesses and start ups
  • Price: starts at $39 per user/month
  • Nov 11, 2022
Compare Relenta Vs. Zoho CRM

Relenta is a CRM software that deviates from conventional CRM and uses a system termed customer interaction management (CIM).


41. Adobe Marketing Cloud

  • Best for: Small, medium and large size businesses
  • Price: starts at $450,000 per license
  • Apr 28, 2022
Compare Adobe Marketing Cloud Vs. Zoho CRM

Adobe Marketing Cloud is a web based digital marketing platform for businesses of all sizes. It offers such capabilities as audience management, campaign optimization, analytics, and others. The software was designed and launched by Adobe Systems Inc headquartered in California, United States.


42. Gazelle

  • Best for: Small businesses and start ups
  • Price: starts at $18 per feature/month
  • Apr 27, 2022
Compare Gazelle Vs. Zoho CRM

The Gazelle software is a software solution that turns usable customer information into data that can help clients identify business opportunities for keeping their current customers and acquiring new customers. Most companies and clients don’t realize the true value of the information that they hav...


43. Really Simple Systems Cloud CRM

  • Best for: SMBs
  • Price: starts at $14 per user/month
  • Nov 22, 2022
Compare Really Simple Systems Cloud CRM Vs. Zoho CRM

Really Simple Systems Cloud CRM is a web based customer relationship management solution for small and medium businesses. It offers such services as marketing and sales automation, collaboration, productivity management, and others. The software was developed and launched by Really Simple Systems Lt...


44. 3CLogic Cloud Contact Center

  • Best for: Small, medium and large size businesses
  • Price:
  • May 18, 2022
Compare 3CLogic Cloud Contact Center Vs. Zoho CRM

3CLogic cloud is a cloud-based multichannel contact center solution designed to serve organizations of any size whether in the large market or small-level markets enterprises. The platform targets enterprises that want to add a voice element to their CRM and modernize their legacy solutions.


45. Pipeliner CRM

  • Best for: Small, medium and large size businesses
  • Price: starts at $65 per user/month
  • Jan 03, 2023
Compare Pipeliner CRM Vs. Zoho CRM

Pipeliner CRM is a customer relationship management solution for small and medium businesses. It offers such capabilities as pipeline visualization, contact management, collaboration, and others. The software was designed and launched by Pipelinersales Inc headquartered in California, Un...


46. Oracle Responsys

  • Best for: Small, medium and large size businesses
  • Price: starts at $49,500 per year
  • May 21, 2022
Compare Oracle Responsys Vs. Zoho CRM

Oracle Responsys is a trending cloud-based Marketing software, it is designed to support small, medium and large size business. Oracle Responsys received a rating of 2.5 from ITQlick team. The software cost is considered affordable (4/5) when compared to alternative solutions.


47. SimplyCast

  • Best for: Small, medium and large size businesses
  • Price: starts at $229 per 5 users/month
  • May 18, 2022
Compare SimplyCast Vs. Zoho CRM

SimplyCast is a cloud-based communication solution that helps businesses in communication with customers as well as within the organization. The solution is designed for businesses of all sizes starting from medium-sized businesses, and large enterprises. Individual freelancers can also use SimplyCa...


48. GoToAssist

  • Best for: Small, medium and large size businesses
  • Price: starts at $69 per agent/month
  • May 19, 2022
Compare GoToAssist Vs. Zoho CRM

GoToAssist is a web based remote support and help desk service for businesses of all sizes. It offers such capabilities as change management, ITIL compliance, self-service portal, and others. The software is a product of Critix Systems Inc headquartered in Florida, United States.


49. Diamond relations CRM

  • Best for: SMBs
  • Price: starts at $35 per user/month
  • May 18, 2022
Compare Diamond relations CRM Vs. Zoho CRM

Diamond Relations CRM is a web-based software tool for customer relationship management (CRM) designed for jewelers and jewelry retailers. Its main modules include marketing automation, sales automation and collaboration module and customer self service portal. The additional features of the softwar...


50. Launchpad

  • Best for: Small, medium and large size businesses
  • Price: starts at $149.99 per license
  • May 18, 2022
Compare Launchpad Vs. Zoho CRM

Launchpad is a cloud based video interviewing and recruiting solution that enables the user to screen and recruit candidates. It features on demand video assessment, screening and skills testing, and recruitment analytics and more. Automated scheduling allows candidates to self schedule their interv...


51. Quality Management & Compliance Software

  • Best for: Medium and large size businesses
  • Price:
  • May 18, 2022
Compare Quality Management & Compliance Software Vs. Zoho CRM

Quality Management & Compliance Software is a manufacturing management solution for businesses of all sizes. It eliminates data redundancy and reduces paperwork in addition to task automation and other services. The software was developed and launched by IQS headquartered in Ohio, United...


52. FocalScope

  • Best for: Small, medium and large size businesses
  • Price: starts at $9 per agent/month
  • May 30, 2022
Compare FocalScope Vs. Zoho CRM

FocalScope is a trending cloud-based CRM software, it is designed to support small, medium and large size business. FocalScope received a rating of 5 from ITQlick team. The software cost is considered affordable (1/5) when compared to alternative solutions.


53. CA Service Desk Manager

  • Best for: Small, medium and large size businesses
  • Price:
  • May 26, 2022
Compare CA Service Desk Manager Vs. Zoho CRM

CA Service Desk Manager is a help desk management solution for businesses of all sizes. Its capabilities include asset management, ticketing, customer survey, and others. The software was designed and launched by CA Inc headquartered in New York, United States.


54. SalesAchiever

  • Best for: Small, medium and large size businesses
  • Price: starts at $49 per user/month
  • May 24, 2022
Compare SalesAchiever Vs. Zoho CRM

SalesAchiever is a customer relationship management solution for businesses of all sizes. It offers such services as accounting integration, marketing integration, sales management, and others. The software was designed and launched by SalesAchiever headquartered in Colorado, United Stat...



A Buyer's Guide to Business Software Solutions

How to Evaluate and Buy Business Software
 
If you’re somehow puzzled if this article is only for a specific size of business, no, it’s not. This is for you SMEs, MNEs and start-ups software buyers. Also, we’re not talking about a specific software solution here. Whether the software solution that you’re planning to buy is for Accounting, Business Intelligence, ERP, CRM, Help Desk, Maintenance Management or other types of application, one thing is for sure; with the help of this article, you will be able to know the right process in evaluating and buying a business software solution.
 
We’ve been into the software business for years and we’re seeing a lot of nitty-gritty things that often bring confusions and hesitations to many companies looking for better software solutions. Some companies can’t afford to let go their legacy systems while a few is encountering technological snags once the new system is in place. While this is the underlying truth behind software acquisition and implementation, what’s exciting about buying a business software solution is that there is a clear and obvious proof that thousands of companies and corporations today are happy with the benefits this technology is bringing into their respective businesses.  There is a significant increase in their revenue and the growth is on-going. And it’s easy to say; many from the Fortune 500 companies are making a lot of money because of their smartly-acquired business software.
 
So, let’s get straight to the point. What should you do in order to acquire that business software that could make your organization achieve its goals? The answer to this is pretty straightforward: evaluate and buy that right business software. Yes, that’s what you need to do and here’s the best manual from ITQlick.com that could certainly help you in doing that strategically.
 
Consider the Needs of Your Organization
Let’s assume that at this point, the entire management team agreed that you are ready to invest on a certain software application. The budget has been compromised and the key persons who will be involved in the acquisition process were already identified. Therefore, it’s time to approach things the project management way.
 
Define the Project
Every business software solution is categorized base on application type, features, deployment model, market size and pricing model. Remember that our objective here is to evaluate and buy a business software product that will fit into the size and present needs of your business. So what the project management team should try to deal with first is to define the real requirements of your business exactly base on the categories set by the software industry. Moreover, by doing this activity, you are already narrowing down your search for the right solution. Now, consider bringing this list of FAQs to the project management and aim to come up with clear-cut answers.
 
  1. What type of software is needed? Is it Integrated-Suite, Best-of-Breed or Industry-Specific? Ask your CEO’s main agenda and find the perfect match from these available options.
  2. What are the core and secondary features? Are you looking for basic, advanced or hi-end features? List down the specific features per category and allow the department managers and supervisors to give their insights on this list.
  3. How are you going to deploy the system? Would it be on-premise, cloud-based, hosted, or mobile-based? Weigh these options with the help of your CIO.
  4. Are you going for Tier 1, Tier 2 or Tier 3 vendors? Their offered solutions are base on the size of their target market - SMEs, MNEs or start-ups. Seek your CFO’s advice as it is important to match your financial capacity against the cost of the solution that the providers have for you.
  5. Are you willing to pay for the perpetuity software license or a subscription-based solution is way better? How many users are there and what would be their roles in using the system? Solicit feedbacks from future end users for they know better what challenges and risks might possibly come along their way when they’re using the system.
 
Finalize the BOM or List of Requirements
After providing definite answers on the above questions, we can say that the project has already been defined. Your procurement team is now ready to do their role in the acquisition process of this solution. However, in order for them to execute their job properly, they must have the complete list of requirements - features, specifications, hardware, and the software product. In other words, the Bill-of-Materials (BOM) that is final, complete and well-prepared must be handed over to the procurement director. Needless to say, it is very important that everybody is following the company purchasing and procurement protocols at all times.  
 
Request for Proposal (RFP)
The RFP process will bring everything into formality. Since you’re more likely in a line of business that doesn’t regularly buy software products, it is of critical importance that your RFP is well-structured before you send it to your prospect solution providers.
 
Draft the RFP
An RFP that contains all the relevant information as discussed during the project management meetings will enable the providers to return back to you their proposal that is complete and substantial. Therefore, your RFP should basically contain the following:
 
Brief Introduction
  • Company Name
  • Mission and Goals
  • Purpose of the RFP (or the need for software solution)
Business Background
  • Organizational Structure
  • Current Situation (IT infrastructure, system currently in-use, system issues and desired solutions, etc.)
  • Major Objectives of the Software Purchase
Request for Specific Requirements
  • Solution Functionality
  • System Specifications
  • Vendor Company Information
  • Price Model, Service Plans, Package Options
Other Important Inquiries (if necessary)
 
Send the RFP
Well-structured RFP will bring a lot of advantages especially when the proposals from various providers are received and then subjected for review and analysis. Send your RFP to at least three to five providers (or prospects which you have already shortlisted during the project definition phase). Depending on the complexity of the solution, most vendors will send their proposal in a matter of time, which could be around 4 to 6 weeks for Integrated-Suite solution.
 
Why still send RFP?
Is there really a need for RFP if your preferred solution (like cloud-based) and the service plans or packages are already displayed on the vendor’s website? Well, yes, you still need to undergo the RFP process. For most sales people, they certainly know that those figures appearing in the vendor’s website are usually the “list price” and not the “actual price”. More importantly, the vendor’s proposal (response to RFP) will serve as your main basis for the negotiation. Therefore, sending an RFP is a strict requirement.
 
Follow up questions relevant to RFP
More often than not, questions and concerns will be raised by the vendors to whom you send the RFP. You have to entertain them with utmost professionalism. Solution providers who are seeking further clarifications relevant to the RFP are consisting of professional software experts who wants to help your organization as much as they can. Entertain them but at the same time, always be cautious when providing additional information which you know is confidential or proprietary.
 
Evaluate the Proposals
Always refer to your finalized BOM when tabulating the contents of each proposal. Part of this process is to check the features that are available from this certain vendor and to cross out those that are not. While using spreadsheet aids the tabulation process, laying down the document proposals on the table and allowing your project management team to review them one by one should always be conducted. Evaluating the proposals in full force can help strengthen your decision-making process. Have another round of brain-storming session and come with the name of your preferred solution provider.
 
When selecting the final vendor, always promote the best interest of your organization. Consider answering these questions with full sincerity.
 
  1. Which vendor can provide the long-term benefits to your organization?
  2. Which vendor can provide the best and honest service from acquisition to full implementation?
  3. Which vendor is willing to devote most of its time in better serving its client?
 
Contact this solution provider and in your own strategic approach, try to get the answers to those three important questions above. In most cases, vendor who really wants to prove its craft will offer product demos on a higher level. Others will even invite you to check their already deployed and working systems. Feel free to connect with this type of vendor. Conduct simulation and testing, be it a cloud-based or on-premise solution. Examine all aspects and angles especially those that your project management team want to really know in-depth. For as long as it could help you arrive at a better decision, consider doing all the options available – for the interest of the organization.
 
Enter the Negotiation Process
Most solutions providers can be flexible in terms of pricing. Although the final say is oftentimes on the mouth of the sales person from the vendor’s side, a good negotiation process can always deliver a win-win situation to both parties involve. While negotiation sometimes cannot be settled in one sitting session, always be honest with your intentions whenever negotiating with your provider. If it’s about your budget, justify it with clarity. If it’s about their service plans, tell them what’s lacking or missing on their solution. At the end of the day, the most important event that should happen is that both of you are shaking hands because of a well done negotiation process.
 
Seal the Contract
So what are you going to do on a contract that involves a significant amount of investment? There are three project management approaches for this.
 
  1. Pass the ball to you legal team. They know what to do and more or less they will tell you if there is something wrong with the contract. Give them enough time to review before they affix their signature and then finally seal the contract.
  2. Hire a consultant base on the technical aspect that you want to clarify in the contract. If it’s the Scope of Work (SOW), a software implementation expert is the right person. If it is related to complex legal terms and conditions, a lawyer can help. If it has something to do with money, invite an accountant to conduct a thorough review and computation if necessary.
  3. Always consider consulting your project management team. Remember that the CIO, CFO and CEO are all team members. They will be the signatories and they know what’s best for the interest of the company when signing a contract agreement.
 
From evaluation to buying stage, it is important that the project manager must take full responsibility of monitoring all the works identified and distributed among team members. This is why delegating the right project manager is also an important consideration when buying a business software solution. And again, ITQlick.com wants to emphasize that whatever the size of your company is, using the project management approach will always lead you into a better outcome – that is getting what you paid for the right business software solution. 

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Auditor - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.