The failure rate for sophisticated support software implementations ranges between 25% and 75% and the difference is not so much in the facts, just their interpretation.
If you only include cases where the support software system fails to ever go live and is entirely abandoned, the failure is probably only 25% or lower, but if you include major cost overruns, production delays, failure to meet expectations and soaring post-production costs, the failure rate may actually be higher than 75%.
Choosing the wrong vendor is the single biggest reason for such failures, and also the easiest to avoid. In this white paper, we recommend a detailed process for picking the right support software company to ensure a successful implementation. To do so, we contrast the standard approach taken by most companies with a recommended enhanced approach throughout each step of the evaluation process.