Do You Use Advantage Software?

​Don't throw out the baby with the bathwater.

I’d like to know how it’s going. If it’s been great, please, share your experience.

Is it making you crazy? Well, any technology can do that to you - but this is about Advantage / Webvantage.

If your experience with Advantage been less than stellar, I’d like to hear from you as well. Because an investment – not only in hard-dollars, but also in the time it took to implement it, is worth fixing.

Or at the very least, review it before you make a big change. Change is tough - remember?

Your colleagues will love you for making their lives…easier.

We are happy.
So on to the questions…Did you implement it agency-wide? How did that go / how long did it take? Is everyone using it? Is it performing as you expected? Are you using Webvantage as well?

Yes to all of those? Awesome – tell us about your experience.

We are unhappy.
Okay, I’ve worked with hundreds of individuals, some of whom have had a not-so-great experience with Advantage / Webvantage. I’d like to hear from you. It will be therapeutic. At the very least, you can vent.

Questions for you…How long have you had Advantage / Webvantage? Did you have assistance during the implementation process? Were you prepared for the setup, testing, training, and roll-out? How has the follow-up been? Have you made adjustments along the way?

Is it just a raging headache and you’re looking to another solution?

I really want to hear from you. This post is a forum for you to air and share. Bring. It. On.

And by the way, I can help you.

Sometimes you don’t have to throw out the baby with the bathwater. There I said it.

Let’s fix your issues so you can get to work!

Agency Management Software is not ‘Plug ’n Play’

Awesome Sparkly Demo. Sales rep’s promise of ease. Everyone loves it. Sign-on-the-line and install.

Your love affair with technology turns into a nightmare. And now everyone blames you.

That’s the basic trap of the perceived ‘Plug ’n Play’ agency software / technology solution.

I’ve worked with hundreds of beat-down, worn out, stressed individuals who were charged with fixing a problem with…software. They bought the package of their dreams and then found out that they actually had to do something to make it work.

Even the most basic, free, cloud-based program needs – at the very least – a process defined and parameters to follow. Otherwise everyone will do – or not do – what they want with it.

Garbage in. Garbage out.

If you go the more thorough route – not just placing a Band-Aid on the problem – and sign-on-the-line for an integrated solution, the commitment is greater. So is the exposure to the wrath of your colleagues.

I speak from experience. My colleagues survived and so will you. So pay attention…

Usually the hunt for a solution is born out of crappy issues that just keep swirling around. Everyone’s head hurts from the never-ending complaints about lost or incomplete information, errors, blown budgets, things falling through the cracks.

Just your average day at the agency. Sound familiar?

Software can fix it. But only if you do your research (include colleagues from each discipline the technology touches), and ask the “hard” questions of your rep…

a. What do I need to do to make it work for my agency?
b. Can I customize it myself for our specific needs? (without the need to ask for special programming which costs $$$)
c. How long does it take to install, customize, test, train and roll-out?
d. What kind of data conversion do you provide? (your current work / year needs to move to the new system)
e. What kind of support to you provide for free / for a fee?
f. There's a million more questions. Ask them.

Then start planning and prepare everyone for the positive change.

And keep in mind, to make this kind of change cast away those starry-eyes and be realistic - it takes a commitment from everyone, and total support from management.

But in the end, I believe that – when done right – agency management software is awesome. It can fix everything.

Except personalities.​ You're on your own there.

Why You Need Training on New Systems

Whether you’re implementing a new process, workflow, or a new software system, you MUST train your staff. And…they must attend without distraction.

Attentive engagement conveys clear expectations and provides a valuable forum for addressing concerns, complaints and for making improvements.

Without training, and active participation, your lovely, funny and highly talented team turns into whiners, tormentors, or escape artists.

Addressing issues and making adjustments shows you have a system that is built for the agency – meaning your colleagues – rather than one individual’s desire to exert control or torture colleagues.

There will be haters. They exist everywhere and usually feel they are being subjected to something they don’t deserve. Nobody is special. Sometimes it just comes down to: Do the work because I said so.

The reality is that your workplace is just not a democracy. Employees have to do certain boring (and seemingly irrelevant) administrative stuff so management can tell how much money they’re making. That’s so they can shower everyone with the extra oodles of cash coming in from increased productivity.

Something else about training: I have been a trainer, and I have held positions from production artist to designer to project manager. Training on software is one thing – where to click, what to fill-in.

But training that is tailored to your structure, culture, and specific processes, is essential for the software to make sense to your organization.

Software training within your unique context is simply more effective. It has traces of familiarity – because it was customized to your needs; solves the issues that have been the root of chaos; and is relevant to your agency.

Changes can turn an agency or in-house department upside-down. But it doesn’t have to.

Make the solution your own – and ensure training to get your people on board.

Trust me, it won’t feel like torture. And they may even love you for making life just a little easier.

Failed Implementation Sunk-cost and The Big Game

So yesterday I gave you some reasons why your software implementation failed.

Did anything jump out at you? Nothing?

Well, what if the software wasn’t the right fit? How do you know? Dig-in immediately and find out.

If you purchased an integrated solution, whether it’s cloud-based or you’re hosting it on your own server, you have made an investment. The sunk-cost effect is the biggest reason we stay in a bad relationship.

And since we’re going into Super Bowl® weekend, I can use this lovely analogy found in the New Yorker about Mark Sanchez, who has been retained by the New York Jets for another year at a cool $8.25 million. Yep, played poorly for two seasons, and because there’s so much invested, they keep him – whether he starts – or sits on the bench.

From the article:
Hal Arkes, a psychologist at Ohio State University who has spent much of his career studying the subject, explains, “Abandoning a project that you’ve invested a lot in feels like you’ve wasted everything, and waste is something we’re told to avoid.” This means that we often end up sticking with something when we’d be better off cutting our losses—sitting through a bad movie, say, just because we’ve paid for the ticket.

“Giving up on a project, though, means that somebody has to admit that he shouldn’t have done it in the first place,” Arkes says. “And there are lots of executives who would rather be tortured than admit that they’re wrong.”

So just to be sure the fit is wrong, and before you cut ties with the solution that made you starry-eyed at the beginning, determine if you have a software issue – a bug, or something that was not set-up properly. Call Support and ask for help. If the first person doesn’t answer your questions satisfactorily, go up the chain of command.

If there aren’t issues, but the technology just isn’t working as it was promoted to you, call your sales person. That individual sold you on a product that, if you gave it a thorough evaluation and they answered all your questions, should work for you. At the very least, they should understand your issues and recommend solutions – right away.

Was the software too complicated for your agency? The modules are designed for individuals who have an understanding of their roles. I’ve seen it many times in small agencies where employees wear many hats – and just because they’re managing the day-to-day doesn’t mean they are in the mindset of using a full accounting or project scheduling program.

The programs are designed to make you more efficient and give you data that you can use to grow your business. Maybe it’s time to invest in an employee who has the skill-set to ensure you grow.

This doesn’t mean you have to fire people – they still know your business and will be an asset to the new-hire who brings in advanced skills. 

Maybe you need more training. Either your software provider or a consultant can help you. A ‘fresh pair of eyes’ to double-check your decision before you bail.
But – make sure the support person or your consultant understands your business. Like advertising, creative process, and how you do that thing you do – every day.

Once you have worked with support, sales and / or a consultant and you determined that the software is not the right fit – make the change.

Cut the losses. It is too painful for your staff to slog through something that doesn’t work. They’ll hate you more for keeping it than if you say, “I made a mistake” and find a better fit. They will breathe a collective sigh of relief and appreciate the fact that you are human - and admit it.

Your agency has just gained tons of knowledge about the tools and process for evaluating the technology to make your agency more efficient. Going forward, they will really know what they don't want.

So before you invest another $8.25 million (it can feel that way), venture back out and really grill the next all-encompassing-solution-provider without all that beguiling starry-eyed fascination.

You all have the right to play on a team that wins. (of course I had to get a football metaphor in here.)

Have a great - and safe - weekend!

Getting a start on agency software

I have worked with individuals in many agencies who thought agency software was a plug & play solution, to fix problems ranging from timekeeping to project management and accounting.

You actually need a plan. Never assume plug and play. Train your team.

Plan
Do some internal research. What is everyone using right now? Do you want a fully integrated system? If so, is everyone willing (or required) to get on board with a comprehensive solution?

What areas do you need to include – job start, schedule, estimates, briefs, timesheets? Do those individual areas need to be integrated? (They should be!)

What reports do need? What reports would you love to have? What reports do you currently use that you need replicated?

How does your team or agency deal with change? New software = major changes, often in procedure. People hate change. It’s hard – especially when you’re busy. Figure an adoption strategy into the mix because aversion to change is the biggest reason for failure to launch new systems.

Once research and planning are done – and Management has given full support, start working with your software (or software provider).

Plug & Play (doesn't exist)
For a fully-functioning system that works for your agency, you must understand the tools you’re buying and what you need to setup (client or employee codes/names, etc.), or define terminology ahead of time so everyone is using a common language.

Easy-entry, inexpensive (or free), cloud-based solutions are great. But the best solution is where your agency can share that information. So agree upon how the tools are used and again a common terminology. Think collaboration.

Set it up, and test. If your software is used by different areas of the agency (even easy-entry cloud-ware), run a test job through, get input and make adjustments. And a really nice thing to do – document how you use it. Just bullet points will do. A roadmap for new-hires gets them on board faster and frees your time. Plus it serves as a reminder to those who tend to ‘work around’ the system.

Train
This doesn't have to be long, boring and painful. But do set up training that is specific to each group – Account, Creative, Production – whatever the role – based on what they will be using. Make it quick, simple, and painless without distractions (no smart phones).

Check in with everyone to make sure there are no unresolved issues. A workaround, backsliding or moving back to legacy systems spells death to progress. Pull everyone together a few weeks after roll-out to make adjustments. If there is something really sticky, fix it immediately.

One last item: software can have bugs, or there may be a feature you’d love to have. Let your software provider know of both. You don’t have to work around bugs, plus enhancements and new features are the road to software improvement.

Having any issues implementing new software?