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5 steps you should pay attention to when introducing service software.

Many companies are reluctant to introduce new software. The effort required for employee training, process changes and changes within the company is too great. We would like to provide you with a guide on how to make the introduction of service software in your company a complete success.

1. process analysis

To begin with, you should ask yourself which processes in the company should be digitized and optimized.
The current status is identified and evaluated and a target concept is created from this status. The target concept defines what the software must achieve in order to provide an advantage over the current state.
Exemplary core functions that can emerge from a target concept:

2. system selection

In order to find the right software solution for your company, you should test the software extensively before making a purchase. Only after a test phase lasting several weeks with selected employees does it become clear whether the software delivers the performance defined in the target concept. You then evaluate the criteria you have defined and weighted in advance as part of a so-called utility analysis. This allows you to compare the various software solutions with each other and provides you with a good basis for making a decision on the selection of suitable service software

Evaluation criteria Weighting System 1 rating Util. System 1 System 2 evaluation Util. System 2
One-off costs 35 7 2,45 6 2,10
Ongoing costs 20 5 1,0 9 1,80
Acceptance 10 7 0,70 3 0,30
Functionality 15 3 0,45 9 1,35
Integration capability 10 4 0,40 6 0,60
Technical support 10 6 0,60 9 0,90
Total 100 5,60 7,05

Our tip:
When selecting the criteria, don't just include software-specific aspects, but also take into account points such as support performance (response time, direct contacts) and the software company's basic feature roadmap. In this way, you can quickly recognize whether you are purchasing software that has not been maintained for years or has hardly been maintained at all, or whether the provider is constantly developing its product and will continue to provide you with important functions in the future.

We support you with efficient service processing.

3rd customizing phase

The functions and workflows of the software were tested during the test phase. The customizing requirements that arise here should be communicated to the software manufacturer in order to ensure optimal adaptation of the software to the company. The manufacturer should adapt the customer's wishes and integrate them into the software by the go-live date in order to be able to offer the customer a complete service solution. In coordination with the provider, create a clearly defined list of functions to be adapted with a clearly defined effort. This is the only way to avoid potentially escalating customizing costs.

4. data migration phase

In this phase, the customer should determine which data is to be migrated to the new software and to what depth.
Interfaces with the ERP system allow existing data to be transferred to the service software, guaranteeing a clean exchange of data. Even for data that is not synchronized via an interface, the software should offer you the option of importing existing master data quickly and easily - e.g. via a CSV import. During and after data migration, data quality control is of great importance. Check the data randomly for correctness to avoid problems later in the "critical" go-live.

5. employee training and go-live

The employees who interact with the software require intensive training in order to be able to switch seamlessly to go-live operation. Enough time should be planned for the training to be able to go through all the processes and to be able to deal with any queries in detail. In addition, make sure that the provider provides you with qualified employees for the training, who ideally have been familiar with the software solution for years. This is the only way to achieve maximum training quality.

As soon as the software is used in active day-to-day operations, it should be used consistently to automate and internalize work processes.
Here, too, the provider should provide you with suitably qualified staff during this "critical" phase, who can accompany you throughout the go-live and help you directly with any questions/problems that arise.


As you can see, with a structured approach, many dangers and risks can be avoided when introducing software. Take the time to test the service software extensively. Place value on direct and personal support from the provider right from the start and integrate your employees into the changeover process at an early stage. This will increase acceptance among your employees and make the introduction of your service software a real success.

Do you have any questions? We will be happy to advise you.