Earlier today, I spoke with Owen Bishop, FD at Geotechnical Instruments, a £5 million specialist instrumentation manufacturer operating in gas detection, water qualityand geotechnical equipment. The company is coming to the end of its first full year using Access Accounts.
The implementation had its share of hiccups, as all implementations do, but certain key issues remain:
- Expectations about automated BACS payment and reporting were set at unrealistic levels, or worse, misleading
- Reporting has been a major issue (in fairness, most vendors fall short in the reporting department)
- The user experience for mid-range products is not as good as it is for entry level offerings
- It takes an unacceptable amount of time to get approporate answers
- There is no direct means of influencing development because there is no recognisable user group.
- Neither is there an easy way to share tips and tricks because there is no user group with which to share that information
Interestingly, Owen made direct comparisons in service between Access Accounting and Sage. Many readers will be surprised to learn that Owen's past experience with Sage Line 50 support has been excellent.
This is not the first time that users have expressed dis-satisfaction at Access Accounting service. Earlier, I pointed up issues faced by others. Owen is very clear that as a robust transaction process engine, he is more than happy. That's not the point. He, along with others is concerned about service. He also said he'd willingly pay £750-1,000 to get a decent report template pack.
His call to Access Accounting is clear and simple: Work with users. Don't ignore. But are they listening?