Jun 26 2008
Bigger = Better?
So, does bigger = better? Even though I’m a bit biased, I have to say no. Actually, for web providers, I’d say the opposite is more true.
Case in point:
A client just switched over to ADP CRM. (This isn’t a bash against ADP, they were just unfortunate to be the latest example proving my point). Our client thought they had an issue with the software not parsing a lead properly. ADP support sends an e-mail back to them stating the lead was not in the proper ADF format, which was then forwarded to me.
Looking at the e-mail, sure enough, it wasn’t the ADF Format, but HTML. But none of our leads are sent with HTML, all are correctly sent as ADF. After a quick glance, even I could see that this wasn’t a lead, but actually a message generated BY ADP software!
Now this begs the question about bigger being better? Sure, they offer 24/7/365 support, but honestly what kind of support are you getting? The representative didn’t even recognize their own system’s message. They also jumped to look at just the last message, and not follow the trail back to the source. The lead parsed just fine, but our client wasn’t used to seeing it where it was. When dealing with smaller companies (such as us) we are more intimate with our software and can easily update, fix, whatever. The others, it may take days to find someone who knows what they are doing to help fix it.
Food for though.
- Aaron
Leave a Reply
You must be logged in to post a comment.