The ‘Reference Site Visit Checklist’ includes 50 pre-defined questions to ask and points to consider

when visiting a software vendor’s reference site.

For more due diligence checklists and questions, visit: Software vendor support, Implementation support, Reference site visit checklist, Vendor accounts, Vendor personnel, Vendor software product development, Software payment terms, Final software decision, Software agreement checklist
Reference Site Visit Checklist Questions to ask when visiting a software vendor’s reference site

Axia Consulting

© 2020 Axia Consulting Ltd. All rights reserved.
17 New Road Avenue, Chatham, Kent ME5 9RL, United Kingdom Contact Us
Ref
Reference Site Visit Checklist
Response
Reference site

1

Organisation name
2
Organisation address
3
Contact name / job title
4
Contact telephone
5
Contact email
6
Organisation background eg industry, turnover, number of employees, locations
7
Visit date / time
8
Who from your company attending the site visit
SOFTWARE
Background
9
Overview of organisation's software set-up
10
Why did they choose this software / this vendor?
11
What and who else did they look at, in their selection process?
12
Modules purchased, implemented, live running
13
Software versions used
14
Number of system users
15
How long live running?
16
How often have they been used as a reference site?
Implementation
17
What was implemented and when?
18
Were any modifications or system tailoring made?
19
How did they implement the software? in phases? a roll out? over what time scales?
20
Was the software implemented on new or upgraded, or existing hardware, network, database, operating system?
21
What type and number of software faults / bugs were found during testing? Were there any major ones?
22
Data conversion - how much historical and current data was taken on to the new system?
23
How were users trained? by software vendors or internally?
24
Who was involved with the implementation? internal staff, vendor or other external resources?
25
What support was required from internal IT department?
26
What were vendor resources tasks / responsibilities? who was involved? how well did they do?
27
Were there any implementation problems or issues?
Live running
28
How reliable is the software?
29
How easy is the software to use?
30
Have they found the software flexible enough?
31
Is the software performance adequate?
32
Are there any issues with security?
33
How good is reporting?
34
Does the software do what the vendors claim it to do?
35
Has the software met their expectations?
36
What benefits are they getting from their new system?
VENDOR SERVICES
37
Which vendor services have they used? eg customer support, vendor training, consultancy, documentation, user guides, knowledgebase?
38
How would they rate the vendor services?
39
How good / useful is customer support, help desk?
40
Is there a difference in customer support between implementation and live running?
41
How responsive is customer support to reported faults / queries?
42
How many upgrades have they received and with what frequency?
43
How regular is vendor contact?
44
Do they have a dedicated account manager to contact if they need to?
45
How useful are the vendor's newsletters, emails, conferences, workshops, user groups?
LESSONS LEARNED
46
What are / were the key issues for them regarding the software, its selection, implementation and vendor services?
47
What would they do differently?
48
Would they buy the same software again?
49
What recommendations would they make?
50
Is there anything else we should be aware of?

The ‘Reference Site Visit Checklist’ includes

50 pre-defined questions to ask and points

to consider when visiting a software

vendor’s reference site.

For more due diligence checklists and questions, visit: Software vendor support, Implementation support, Reference site visit checklist, Vendor accounts, Vendor personnel, Vendor software product development, Software payment terms, Final software decision, Software agreement checklist
Reference Site Visit Checklist Questions to ask when visiting a software vendor’s reference site
© 2020 Axia Consulting Ltd
All rights reserved. Contact Us
Ref
Reference Site Visit Checklist
Response
Reference site

1

Organisation name
2
Organisation address
3
Contact name / job title
4
Contact telephone
5
Contact email
6
Organisation background eg industry, turnover, number of employees, locations
7
Visit date / time
8
Who from your company attending the site visit
SOFTWARE
Background
9
Overview of organisation's software set-up
10
Why did they choose this software / this vendor?
11
What and who else did they look at, in their selection process?
12
Modules purchased, implemented, live running
13
Software versions used
14
Number of system users
15
How long live running?
16
How often have they been used as a reference site?
Implementation
17
What was implemented and when?
18
Were any modifications or system tailoring made?
19
How did they implement the software? in phases? a roll out? time scales?
20
Was the software implemented on new or upgraded, or existing hardware, network, database, operating system?
21
What type and number of software faults / bugs were found during testing? Were there any major ones?
22
Data conversion - how much historical and current data was taken on to the new system?
23
How were users trained? by software vendors or internally?
24
Who was involved with the implementation? internal staff, vendor or other external resources?
25
What support was required from internal IT department?
26
What were vendor resources tasks / responsibilities? who was involved? how well did they do?
27
Were there any implementation problems or issues?
Live running
28
How reliable is the software?
29
How easy is the software to use?
30
Have they found the software flexible enough?
31
Is the software performance adequate?
32
Are there any issues with security?
33
How good is reporting?
34
Does the software do what the vendors claim it to do?
35
Has the software met their expectations?
36
What benefits are they getting from their new system?
VENDOR SERVICES
37
Which vendor services have they used? eg customer support, vendor training, consultancy, documentation, user guides, knowledgebase?
38
How would they rate the vendor services?
39
How good / useful is customer support, help desk?
40
Is there a difference in customer support between implementation and live running?
41
How responsive is customer support to reported faults / queries?
42
How many upgrades have they received and with what frequency?
43
How regular is vendor contact?
44
Do they have a dedicated account manager to contact if they need to?
45
How useful are the vendor's newsletters, emails, conferences, workshops, user groups?
LESSONS LEARNED
46
What are / were the key issues for them regarding the software, its selection, implementation and vendor services?
47
What would they do differently?
48
Would they buy the same software again?
49
What recommendations would they make?
50
Is there anything else we should be aware of?

Axia Consulting