When it comes to renewing your mass notification vendor contract, you should consider asking a few questions to make sure you’re getting the most out of your investment. On average, companies work with about 89 different technology vendors - and that number doesn’t appear to be getting any smaller. Industry research predicts the number of technology vendors that companies work with will continue to grow over the next few years. According to a recent survey of 600 IT leaders, 71 percent say that they will continue to work with more vendors over the next two years.
Here are four questions you should ask before renewing your mass notification contract.
Are you satisfied with your product? This seems like a no-brainer, but you should enjoy using your communication platform. If you haven’t had the chance to reflect on your mass notification solution, now might be the time. Identify major successes and failures you’ve had with the platform. When in doubt, seek additional opinions - ask your vendor if they can connect you with peer organizations to learn about their experiences with the product.
Reflect on any challenges or roadblocks faced over the course of your contract. If issues arose, how quickly and effectively did your vendor’s services team respond and resolve? If mistakes were made, were they the result of human error or a shortcoming in the platform’s performance capabilities? If your team was at fault, you can seek out training to avoid another communication error in the future. If the platform was to blame, it might be time to find a new vendor.
Have you used all of your product’s functionalities? Your vendor should be able to provide you with usage data and help you identify areas for improvement. Make sure you understand where usage gaps exist and what features you may have been under-utilizing before determining if the communication platform was a failure or success. A great vendor will help you identify weaknesses in your current mass notification strategy and work with you to ensure you reach full operational potential.
Does your customer success representative get back to you quickly when you have a question about your contract? Before you renew, ask your rep to provide a detailed price breakdown of your current contract. If they don’t get back to you, it might be worth getting quotes from comparable products. Shopping around will help you during renegotiation or discover a new vendor with solutions better fit for your needs.
Does your vendor provide training tips or details on new product features on a regular basis? If the answer is yes, you vendor probably cares about your experience and satisfaction. A vendor who frequently creates new content and training videos is likely thinking of your long-term success, and that’s great news for you. Webinars, monthly email updates, and in-person training workshops are just a few examples of how your vendor might be leveraging their industry knowledge to help you achieve success. The release of new product features are a great indication that your vendor is listening to customer feedback and challenging itself to create better and more innovative solutions. If your vendor is not doing these things, it might be time to start searching for one who views your success as their own.
Still unsure if it’s time to reconsider your mass notification contract renewal? Check out this comparison checklist to make sure you’re getting the most out of your system.
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