Implementing a PIM system: with a partner or provider?

One of the first considerations when introducing a PIM system or replacing an existing one should be the question of whether you want to carry out the implementation with the provider, i.e. the software manufacturer itself, or with an implementation partner. Both have advantages and disadvantages - for you as a customer - which I would like to discuss in this blog. I would also like to address the question of where it makes sense to work with other project partners in the PIM system environment and where it makes more sense for the provider or implementation partner to handle a certain topic themselves.

Fundamental question: provider or implementation partner?

Whichever way you prefer, this question should be clarified or at least weighed up at the beginning. For one simple reason: there are PIM providers who generally work via implementation partners and there are providers who only implement the project themselves. This means that the circle of possible providers is already limited by this decision. Perhaps you are not sure yet and don't want to get bogged down for the time being. Even then, it is a good idea to consult with your team and management at an early stage to avoid unnecessary loops.
What aspects need to be considered in this question? In my opinion, these would be the aspects of quality, price/performance, speed, responsibility, security and collaboration. I would like to discuss these aspects in detail below.

Quality

Quality depends largely on the consulting - even a good PIM system can be "messed up" by poor consulting.
Good consulting is determined by the people and the project methodology used. And of course it helps if you have experienced project managers on board and a project approach that has been honed through many projects. This is because PIM projects are complex: on the one hand, the project involves a large number of people in marketing, product management, IT and sales and, on the other, there are technical interfaces to ERP, e-commerce, translation, Adobe and CAD, among others. Therefore, in addition to good advice, it also requires good planning, stringent management and precise project control.

But now to our question of who can do it better, the provider or the implementation partner. Basically, both can do it - as long as both have the consulting expertise:

• The provider should be questioned as to whether there are appropriate resources for consulting, and please not too few! Incidentally, it would not be ideal for consultants to carry out other activities in addition to consulting - such as software development - because a consultant must always be customer-oriented.
• Customer orientation can be assumed for the implementation partner. It is more important to check how much experience they have with the selected PIM system. And whether ongoing projects are being carried out with the PIM systems. This is because implementation partners often work for several providers and should therefore be considered carefully: Consider, also with regard to fluctuation, how important it is that there is sufficient staff with the relevant expertise on the selected PIM system.

My tip: Have all the consultants presented to you and talk to the consultants responsible for you personally to get a feel for how their expertise and practice match the selected PIM system. Ask who will be responsible for you after the project, during the - hopefully - very long operating phase (ideally, it will be the same consultants). Have the project planning with timeline and the project procedure presented to you in detail and evaluate how standardized and stringent this procedure is. I think you will be able to assess the qualitative aspect very well with this information.

Price/performance

Here it is pretty obvious who is ahead: the provider.
Because if an implementation partner is also involved, they also want a share of the revenue. In addition, there is naturally also a greater need for communication between the provider and the implementation partner. Therefore, the price increases for the same service.

The implementation partner's business is mainly based on services, while the provider's is increasingly based on licenses. Therefore, the proportion of services (and thus costs) will tend to be higher for the implementation partner - possibly with the advantage that the service is then also higher.

In terms of price/performance, I think it is easy to understand that working with an implementation partner is always more expensive than working directly with the provider.

My tip: Ask the implementation partner whether and for which services the provider is involved in the project in order to assess how self-sufficient the implementation partner is.

Speed

Let's assume that there are no resource problems with the provider or implementation partner, i.e. that support is available immediately in the event of a request. Then the response times for level 1 support cases will be identical. For level 2 and certainly for level 3 support cases, the response times will be significantly shorter when working directly with the provider, as no detours are required. This is because only the provider has direct access to the software development and can also quickly provide a hotfix or implement an individual requirement in the software if necessary.

My tip: Have the response times - or even better: the solution times - presented to you. It is essential to avoid your concerns being open for days and weeks and losing motivation.

Responsibility

In both cases, the responsibility is borne by "1 contractor", assuming that the implementation partner also offers the software as a general contractor. If the implementation partner only provides the services, in this case you have "2 contractors" and the responsibility is (unfortunately) shared.

My tip: If possible, responsibility should not be shared. It is preferable to have "1 contractor" who assumes 100% responsibility for the project and budget as your central point of contact.

Security

This aspect is about cushioning certain risks. Typical risks are that the provider or implementation partner goes out of business. In my experience, the risk of the provider disappearing from the market is higher than for the implementation partner. However, the risk of the implementation partner no longer supporting or neglecting a provider's PIM system is even higher.

What is the impact if these risks materialize? If the provider disappears from the market, then you are certainly better off with the implementation partner because they can support the switch to another PIM system - provided, and this is very important, that they also support a PIM system that is suitable for you! If, on the other hand, the implementation partner disappears or abandons or neglects the provider's PIM system, you would be better off with the provider.

It is pointless to weigh up these risks, it remains a gut decision. In my opinion, this aspect is completely irrelevant, as a new evaluation and a new project will start in any case and, for the reasons mentioned above, it is unlikely that the implementation partner will also introduce the new PIM system.

My tip: Ask the implementation partner which PIM systems they have in their portfolio. And whether there are cases in which two PIM projects have already been carried out for the same customer (my guess is "no").

Cooperation

Finally, the most important thing: reliability and trust are essential for a good and successful collaboration. And that you are flexible and independent when making further project decisions. For example, you should be able to decide completely independently which store system and CMS you use for further projects and with which web agency you implement them. You must be free to decide which services you want to take on independently in-house, e.g. the production of catalogs, data sheets and brochures with InDesign or the provision of data for retail partners and portals.

My tip: Ask both providers and implementation partners how freely you can decide this. Or whether there are dependencies because the provider or partner only supports certain systems and "pushes" you in this direction. Ask both providers and implementation partners which project partners they work with in order to assess how flexible your options are.