The document discusses the challenges faced in the software purchase process, highlighting that 96% of organizations do not involve end users in critical software decisions despite their significant influence on software outcomes. It emphasizes the need for better tools and processes to help decision makers justify software investments, as well as the importance of user feedback in determining software effectiveness. Ultimately, the document advocates for a more inclusive approach to software evaluation and selection that considers user input to improve productivity and reduce costs.

1. Understanding the Pitfalls of the
Software Purchase Process
Michael Osterman
Principal Analyst
Osterman Research, Inc.
©2016 Osterman Research, Inc.

2. About Osterman Research
• Focused on the messaging, Web and collaboration industries
• Practice areas include archiving, security, encryption, content management, etc.
• Strong emphasis on primary research conducted with
decision makers and influencers
• Founded in 2001
• Based near Seattle
©2016 Osterman Research, Inc.

3. About PleaseTech Ltd
©2016 Osterman Research, Inc.
The document co-authoring and review specialist
PleaseReview – a unique and proven collaborative and controlled document review & co-authoring solution
• Used globally across industry sectors and departments, particular success in document-intensive, highly regulated
organizations
• incl. 75% of Top 25 Pharma, major Defense contractors, Military & Government
Why Osterman Research?
• Respected industry commentator
• Independent research into an important business process
• Wanted to know:
• When the impact of software on productivity can be huge, are end users consulted?
• What are the key barriers to implementing specialist software?
• How can these be overcome?

4. ©2016 Osterman Research, Inc.
The Problem We Solve

5. With PleaseReview:
It makes the document review process transparent, efficient and auditable
©2016 Osterman Research, Inc.
• Share a single copy of the document(s)
with multiple participants,
simultaneously
• Control who can do what & where
• Consolidate comments and changes
• Manage reviews
• Report across multiple dimensions
• Contribute & review more easily
• Access associated information (for
reference or comparison)
• Eliminate duplication of effort
• Collaborate to produce higher
quality output
• Send feedback

6. About the Survey
• On behalf of PleaseTech Ltd, Osterman Research surveyed decision makers, influencers
and others about value-added business software applications
• PleaseTech wanted to examine the stumbling blocks end users face when deploying new
software, and what factors make a compelling business case for its adoption.
• A total of 193 surveys were completed with members of the Osterman Research survey
panel
• The median size of the organizations surveyed
• Employees: 1,600
• Email users: 1,500
©2016 Osterman Research, Inc.

7. IT Drives Software Purchase Evaluations…Today
IT is the primary initiator when
evaluating business-critical
applications
End users are rarely allowed to
self-select their business-
critical applications
In short, users must employ
these applications, but they
have little say in choosing them
©2016 Osterman Research, Inc.

8. What About for New or Replacement Solutions?
For new or replacement
solutions, business decision
makers would have a much
greater role in the evaluation
process
But still users don’t get a say
about the applications that will
be employed
©2016 Osterman Research, Inc.

9. Numerous Challenges Abound
Cost and integration are the
leading challenges in
purchasing new software
Ease of use – key to end users
– is much less of a challenge
Usability is not a consideration.
Why?
©2016 Osterman Research, Inc.

10. Decision Makers Lack Key Tools
Decision makers lack important
capabilities when they need to
deploy a new application:
• They cannot perform cost
justification
• They lack the time to make a
proper business case
• Demonstrating financial
benefits is difficult
©2016 Osterman Research, Inc.

11. Calculating ROI is Problematic
Most organizations do not have
a clear process or clear
guidelines for calculating the
ROI to justify a software
investment
©2016 Osterman Research, Inc.

12. Making a Compelling Business Case
There are a number of
elements that would be useful
in helping decision makers to
make a robust business case
for new software
The primary requirement for
making a strong business case
is also the primary reason
decision makers say they
cannot do so!
©2016 Osterman Research, Inc.

13. Vendors Can Play an Important Role
Decision makers can make use
of reliable and accurate
information from vendors
©2016 Osterman Research, Inc.

14. Does the Cloud Make a Difference?
Is there a difference between
justifying applications on-
premises or in the cloud?
Which applications are easier
to justify?
©2016 Osterman Research, Inc.

15. Roles in the Budgeting Process
IT is more involved with making
software budget decisions for
new software applications
©2016 Osterman Research, Inc.

16. What is Important in Making the Business Case?
There are a number of
important factors that go into
the process of making the
business case for new software
Employee motivation is low on
the list, yet we know from
previous research that
motivated employees are
productive employees.
©2016 Osterman Research, Inc.

17. Indicators of the Wrong Software Decision
User complaints are the most
important single factor in
helping decision makers know
when they’ve deployed poor
software
Yet, user input into the software
evaluation and selection
process is the least important
consideration when making
purchase decisions!
©2016 Osterman Research, Inc.

18. Summary
• The rights tools for the job improve productivity and reduce costs, yet 96 % of businesses do not include
end users in the purchasing decision.
• Users are not consulted about the business-critical software applications they use on a daily basis - but
they are the primary way that decision makers know they’ve made a mistake
• IT has been the primary driver of software purchase and budget decisions, but business decision makers
would have a more important role for new or replacement solutions
• Better purchasing decisions could be made with a more robust process for producing an effective
business case
• However, decision makers lack the tools necessary to make a compelling business – namely good tools
to demonstate the ROI of a software solution that would help them to justify its purchase
• Users are not consulted about the business-critical software applications they use on a daily basis - but
they are the primary way that decision makers know they’ve made a mistake
©2016 Osterman Research, Inc.

19. For More Information
Osterman Research, Inc.
+1 206 683 5683
+1 206 905 1010
info@ostermanresearch.com
www.ostermanresearch.com
ostermanresearch.com/wordpress/
@mosterman
©2016 Osterman Research, Inc.
PleaseTech Ltd
+1 877 205 4940
+44 1666 826 540
david.cornwell@pleasetech.com
www.pleasetech.com
blog.pleasetech.com
@pleasetech
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