Working with vendors

Having the important conversations about practice management software

Important things
to consider when speaking to software vendors

Before you talk to a single vendor about new practice management software, start thinking about money. You need to get some insight into what the return on investment could be.

That means deciding on a ballpark budget. But how do you get started if this is a new investment?

Begin by looking at your team. What is their time worth, and what money can you lose if one of your partners ends up doing junior work? If every one of these hours was put to proper use, what might that bring in?

Then move on to your clients. What is the risk if a deadline gets missed? What do you think an average write-off looks like?

Please accept that the numbers you arrive at will not be perfect. You won’t get precise figures if you need practice management software; some practice management software is designed specifically to deliver that intelligence.

However, you soon understand what’s a worthy investment per person, per client, to make sure a job goes without a hitch.

How much should you expect to pay?

Let’s give you a sense of how much Practice Management software can cost. The range is broad. It starts at £20 per seat and can go as high as about £60 per person. Some firms will succeed with minimal spend, others will lose time and money if they don’t go for a pricier option.

Your starting number from the previous section will help you weigh up how important a feature might be, or if you are being tempted to spend too much. Ask the vendor what you get for £20, £40, and £60 per month, per seat. If it’s more expensive than rival software, ask them to justify why.

Then, consider: is your budget realistic?

Getting the most out of demos

Demos are incredibly important, but you should only book them once you already know your priorities, the features you’re most interested in, and your budget. A live call is not the place to figure all this out.

Ultimately, a demo is where you find out if a vendor can deliver on its promise.

Don’t overburden yourself at this point. Keep your shortlist to about three providers; book more, and you'll drown in admin calls and follow-ups.

Ensuring your demo calls are productive

When it comes to the day of a demo, make sure you are speaking to more than one person from the vendor. A salesperson, a product specialist and someone from professional services will, combined, give you a much more grounded picture of software capability. They will also give you an accurate understanding of implementation – sales might say the software needs ten days of onboarding, for instance, but professional services might point out other factors that mean it takes longer.

If you like what you see during a demo, don’t forget to ask what's expected of you when implementing new software. Try to understand what the real timeline looks like, what data you'll need to prepare, and what support exists once you're live.

Remember also that a vendor gives you a template to get your data into shape, but tidying it up is the practice's responsibility, not theirs. It's almost always messier than
one expects.