In my last post I talked about what to consider when moving to the cloud – and by the time I finished my first sentence or two I realized that the things you need to consider when deploying cloud applications are much the same as when you make any large technology change in your business.  I also realized I had more to say about this topic than would comfortably fit in one post (or even two!) so let’s chat some more about making large application, architecture or platform decisions, shall we?  Today let’s focus on some more factors that can make a large implementation harder or easier.

Are you adding new functionality?

You may find that adding new capabilities with a new system is somewhat easier than upgrading or replacing functionality that already exists.  Let’s say, for example, if you have a service business like an HVAC company and you decide to implement click to chat functionality on your website for the first time.  You don’t have replace something that already exists and retrain your staff.  You will still have to train them and create new processes but is often easier than changing old habits.  You will likely add interfaces to your other systems but that is almost always easier than mucking around with existing interfaces.  Contrast this click to chat example with swapping out your accounting system.  My head just hurts thinking about all the spaghetti that likely has to be unraveled!

How many other systems does it need to interface with?

If the technology you are adding is standalone then woo hoo!  It sure is nice not to have make sure systems talk to each other.  Oh, wait, this is the real world and I can’t think of anything that is truly standalone.  Let’s use our click to chat example – you’ll certainly have to integrate with your website.  You’ll likely want to interface to your CRM too – at the least the person chatting is a new contact.  They may also be a sales prospect or be trying to open a service ticket.

The more integration points a system has, the harder it likely is to implement.

Is it strategically important?

Are you adding technology that is going to be a game-changer for your business?  Then it will be harder because you absolutely, positively have to get it right.  The system has to work correctly, it has to integrate seamlessly with the rest of your business, and your staff (and possibly your customers) have to understand the implications of the new system and how to use it.  Our click to chat example is one that, while it will add customer service benefits, is likely not to be strategically important.

What are your regulatory constraints?

Is your industry free of regulatory constraints?  Or are you implementing a system that falls outside of these constraints?  Accountants, lawyers and medical professionals have constraints around client records and files.  When they are implementing systems that affect those records or files they have to tread carefully to make sure they remain in compliance.  In these cases technology change is harder.  If however, these same professionals are implementing an online appointment system, they are likely to have an easier time since this is outside the regulated areas.

So why is it so important to know what is easier or harder?  I’m not trying to talk you out of making technology changes – far from it.  Small businesses have a lot to gain by leveraging technology to their advantage.  It is critical to realize, however, what you are getting into and to make sure you plan for enough resources – mostly time and money – to do the job right.

Everyone is talking about cloud computing – heck I’ve written a good bit about it myself.  How do you know if your small business is ready?

First off, I’d argue that making any large technology change requires readiness – not just moving to the cloud.  So keep the following in mind when you consider any major infrastructure or application change.

  by  zolierdos

What Business Need Does it Fill?

What are you trying to accomplish by making a change?  Save money?  Open up new revenue opportunities?  Allow your staff or customers new functionality?  Improve processes and inefficiencies?  Any of these could be good drivers for making a technology change but be sure you know which it is and that you can clearly articulate why you want to make the change.  First of all, you want to make sure you aren’t chasing the latest bright, shiny object.  Second, any change will something your company will have to work through – it is never magic – so you want to make sure you can clearly articulate the business benefits.  Finally, going through the cost/benefit exercise, even if informally, will help you determine whether the benefits are worth the costs, both in hard dollars and in internal change costs.

Does it Support Business Processes?

Does the new toy support existing business processes?  How ingrained and mature are these processes?  On one hand if they are mature processes, it is easy to define those processes and map them to what will need to be done in the new environment.  On the other hand, if they are mature processes and don’t map well to the new functionality, your level of complexity in the change management arena just went up – a lot.  The same goes if you have no existing business processes or if they are ill-defined or ill-understood.  Things just got harder.

Here are some examples:  Let’s say you want to bring in a CRM tool.  Do you have a sales process?  A support process?  Are you going to try to teach your staff a new tool AND a new process?   Or is your current process inefficient and the tool will help streamline it?

Do Your Employees (and You!)  Have the Skill Sets They Will Need?

How tech savvy are you guys anyway?  I’ve found that many of the new applications are fairly easy to learn if a) you understand the underlying business process and b) you are reasonable comfortable with most common business tools (Word, Excel, email, etc.).  If even these basic tools are difficult to use then once again your level of difficulty score has gone up.  You’ll have to add time and effort to training and support.  Do you have an IT staff?  If so, are THEY comfortable with the new architectures and environments?  How much training and support will they need as well?

Don’t go into any big technology change without thinking about these three factors.  It is worth getting help from a professional to do a simple readiness assessment so you know the true cost of the change you are contemplating.