More important than the system installed is just about everything else, say end users regarding what they look for in an integrator. Of course, meeting a client’s needs has to do with the system: its capabilities and features; however, end users can find more than one integrator to install the same or similar system. Making sure clients’ expectations are met and cementing a long-term working relationship with them requires much more than an install.
It may take a lot of time, staff and resources, but those steps made before an installation are some of the most important to ensure that end users are pleased with the final results. While it may require significant resources initially, the discovery phase and first meetings allow you — the integrator — to make sure you can meet the business’ needs — paying off in the end with a satisfied customer and potential long-term relationship.