5 Tips for Companies Considering Switching CMMS Software Vendors

Change is inevitable. Whether it’s a career move, trading in a vehicle, or even moving on in a relationship, it involves doing something differently and, hopefully, in a better way. The bottom line is that what worked before no longer meets your needs. Just as change is a constant in people’s personal lives, it’s also constant in business.  Change is constant in the business world due to evolving consumer preferences, technological advancements, and competitive landscapes. An organization’s ability to adapt to these shifts is essential for businesses to stay relevant, innovate, and maintain a competitive edge in the dynamic marketplace. This fact applies to Computerized Maintenance Management Systems (CMMS). 

Why Do Companies Change CMMS Software Products?

There are many reasons why a company may decide to switch CMMS software providers. Companies may consider changing CMMS software when their current systems become outdated, unable to scale with growth or fail to meet new business requirements efficiently. For example, many companies switched to software as a service (SaaS) CMMS from on-premise software because of the cost-saving benefits, low maintenance requirements, and improved security of cloud-based software. In other instances, the CMMS provider may stop supporting the current version and push their customers to upgrade to a newer platform. This is very common with on-premise platforms that shifted their business model to SaaS. The SaaS business model is lucrative once it gains traction,  and demand for SaaS has increased in the past fifteen years. CMMS providers following this strategy will announce to their customers that they are “sunsetting” the on-premise version and offer their customers an upgrade to their new SaaS product. Many businesses will use this opportunity to see if there are better alternatives in the market before committing to upgrading. If they find a solution that meets their requirements better than their current software provider, they will likely switch. Some CMMS providers also increase prices to a point where customers may decide to look for more cost-effective alternatives, or the software providers’ support has declined, and customers seek products with a better track record. And in other cases, a new maintenance leader joins a company and as part of her strategy to improve processes, she decides to implement a maintenance software solution that she has had great success with in the past. 

The frequency at which companies change their CMMS products can vary depending on several factors. These factors include changes in business needs, advancements in CMMS technology, shifts in industry regulations, and the effectiveness of the current system. Some companies may opt to change CMMS products every 5-10 years to leverage newer features, improve efficiency, or address evolving maintenance requirements. In contrast, others may stick with a system for longer periods if it continues to meet their needs adequately. Ultimately, the decision to change CMMS products depends on the unique circumstances and priorities of each organization. 

Considering these issues, what must organizations consider when changing CMMS software so that change is successful? The following are five tips for businesses looking to switch CMMS products. 

5 Tips on Selecting a New CMMS

Selecting the right CMMS provider is crucial to ensuring that your system remains relevant, up-to-date, and well-supported over the long term. Here are five tips that will help organizations looking to change software providers.

Tip #1: Evaluate the CMMS Provider’s Reputation and Track Record

When evaluating CMMS providers, digging into their reputation and track record is important as it allows evaluators to see what other businesses’ experience has been with the provider. A provider's track record speaks volumes about their reliability and consistency in delivering effective CMMS solutions. Start by cross-referencing industry forums, platforms, and testimonials to gain broader insights into a provider's standing among peers and clients. Seek out providers with a history of serving businesses similar to yours, as their expertise in your industry can often translate to a CMMS solution that is a better fit.

Go beyond these investigative measures by reviewing case studies and success stories to understand how the provider responded to similar challenges. Analyze the depth of their solutions and how they react to client feedback and evolve alongside technological advancements. Ask for direct references from current clients who can provide candid insights into their experiences with the provider. 

By thoroughly evaluating a provider's reputation and track record, you will acquire the much-needed awareness to guide you toward a partnership based on trust, reliability, and mutual success.

Buyer beware! CMMS software providers have some clever marketing teams, and they know how to boost their social profile. Many review sites have customer testimonials. However, buyers should understand that software providers will solicit happy customers for reviews and avoid asking for reviews from dissatisfied customers. The same goes for case studies and references. Case studies posted on the CMMS software provider’s website were created by the provider, and the references that you receive are going to be from businesses with whom they have great relationships. These are all good resources and need to be considered, but buyers need to understand that there is definitely a bias. At the end of the day, this applies across the board, so if you are comparing one vendor with an average of 4.75 stars out of 5 and the others are 4.0 and 4.25, the higher one is likely doing something right.

Websites like G2 Crowd, Software Advice, Capterra, and Sourceforge are great resources for connecting with CMMS software providers and comparing user reviews.

Tip #2: Assess CMMS Technology and Innovation

Prioritizing a provider’s commitment to technological innovation is essential in ensuring the longevity and relevance of your CMMS solution. Target a provider that stays ahead of industry trends and supports innovation. This type of provider is better equipped to address modern businesses' evolving needs and challenges. 

Seek out providers that boast cutting-edge features and functionalities and demonstrate a proactive approach to continuous improvement. Things to consider are regular updates and enhancements to their software and a robust roadmap for future development that aligns with emerging technologies and industry best practices. While bells and whistles are great, you need more than a commitment to keeping in step with industry developments to keep your CMMS current. 

Instead, focus on CMMS providers that prioritize technology and innovation. This will help you future-proof your maintenance management strategy and ensure that your solution remains relevant and effective in the years to come. However, if you are a small business and don’t require a robust feature set, there is no point in paying for it. At the end of the day, buyers should invest in software that meets their current needs and can scale with them into the future (at least four to six years out).

Tip #3: Consider the CMMS’s Ability to Scale 

When thinking about scalability and flexibility in a CMMS, consider the long-term trajectory of your business and select a solution that can grow alongside it. A scalable CMMS offers the flexibility to accommodate your organization's current needs and any future expansion plans. Seek out providers offering tiered pricing plans or modular features that allow you to scale up or down based on your evolving requirements quickly. Inquire about the provider's track record in supporting businesses of various sizes and industries to ensure that their solution can meet the demands of your growing operation.

Regarding flexibility in a CMMS, focus on finding one that can adapt to your organization’s unique workflows and requirements. Key considerations are providers that offer customization options and configurable features that allow you to tailor the software to your specific needs. Some examples include customizable forms and workflow and the ability to create unique asset hierarchies. A flexible CMMS can help you optimize your maintenance processes and maximize efficiency. 

Integration capabilities are also crucial in ensuring smooth connectivity with other business systems and tools such as ERP software, IoT devices, and asset management systems, facilitating streamlined data exchange, improved collaboration, and more comprehensive insights into maintenance operations. CMMS integration eliminates the need for silos of information by replacing it with a holistic view of asset performance and maintenance activities across the organization.

Tip #4: Evaluate the CMMS Provider’s Support and Service Levels

When assessing support and service levels provided by a CMMS provider, it's essential to consider the quality of support and its accessibility and responsiveness. Target providers offer a robust support system with multiple channels for technical assistance, such as phone and email support, live chat, and online knowledge bases.

Inquire about the provider's average response times and escalation procedures for resolving critical issues to ensure timely resolution of any maintenance-related challenges that may arise. Consider the provider's track record in customer service by seeking feedback from existing clients and evaluating their satisfaction with the support received.

Research providers that offer comprehensive training programs and user resources. Seek out providers that offer thorough training sessions tailored to different user roles within your organization, including administrators, technicians, and end-users. Look for interactive training modules, user manuals, video tutorials, and other educational resources that meet the different learning styles of team members. By doing so, CMMS adoption and proficient use can be maximized. 

Ongoing support is also crucial for sustaining the value of your CMMS investment over time. A CMMS provider's commitment to post-implementation support is an important consideration. Post-implementation support should include software updates, maintenance, and system uptime guarantees to ensure that your CMMS remains reliable, up-to-date, and fully functional throughout its lifecycle. 

Tip #5: Review the CMMS Provider’s Contract Terms and Pricing Structure

Before deciding on a CMMS, review the contract terms and pricing structures with a CMMS provider.  Thorough scrutiny at this point is essential to ensure alignment with your organization's needs, expectations, and finances. Look for transparency, fairness, and flexibility in the pricing plans, avoiding providers that slide in hidden fees or unexpected charges. 

Consider all costs and terms, including subscription costs, licensing models, contract duration, and renewal terms. Be sure to select a provider whose pricing aligns with your budgetary constraints and operational requirements. 

Inquire about the provider's policies regarding data ownership, security, and migration to safeguard your company’s data and ensure seamless transitions in the future. Conducting a comprehensive review of contract terms and pricing structures can mitigate risks, optimize costs, and establish a mutually beneficial partnership with your chosen CMMS provider.

Make sure you inquire about terms and conditions related to fee increases. Software providers know that software is “sticky,” and it’s costly to switch providers. Many contract terms state that the software provider can increase their fees provided they give their customers 30-60 days' notice. Buyers have leverage and, before signing a contract, ask for a price hold for a specific time frame or a reasonable fixed annual increase. No one wants to get stuck having to pay a hefty 20% increase in subscription fees when it can be avoided. Read the terms and conditions, especially the section on fee increases.

Conclusion

As we learned, there are several reasons why organizations decide to switch CMMS solutions. For some, it’s because their early version has become outdated; for others, the reason may be financial. 

We reviewed five tips companies should consider when looking to change CMMS software. 

• Evaluating a provider's reputation and track record 
• Prioritizing technology and innovation 
• Focusing on scalability and flexibility 
• Evaluating support and service levels
• Reviewing contract terms and pricing structures 

By incorporating these five tips into the decision-making process, businesses can confidently embark on their CMMS journey, knowing they have laid a secure foundation for sustainable maintenance management success.