Improve your SaaS Implementation: use a “Retrospective”

Common Issues in a SaaS Implementation

Misaligned Expectations

• This occurs when there is a gap between what stakeholders expect the software to do and its actual capabilities. This can arise from miscommunication or a lack of proper research.

Resistance to Change

• Stakeholders used to doing things a certain way often resist adopting the new software.

Insufficient Training

• If end-users are not properly trained, they can struggle to use the software effectively, leading to inefficiencies or even rejection of the new system.

Exceeding Budget

• Costs can quickly escalate if the implementation process faces delays and unexpected challenges.

Lack of Clear Communication

• Stakeholders, including senior management, IT, the supplier, and end-users, must be  on the same page. Poor communication can lead to misunderstandings and hinder the implementation process.

Insufficient Project Management

• Without a clear implementation roadmap, timeline, and responsibilities, the process can quickly become disorganized and lead to timeline blowouts.

Scalability Issues

• As usage of the application grows, the software needs to keep up. If the SaaS solution isn’t scalable, it can lead to performance issues down the road.

Configuration / Customization

• Not all SaaS solutions will fit an organization’s requirements “out-of-the-box”. Configuring or  even customizing the software can be time-consuming and “buggy” leading to frustration with key stakeholders.

What is a Retrospective?

To this end, we can learn from our counterparts involved in software development projects. The Scrum software development methodology includes a crucial meeting known as a ‘Retrospective.’ Held at the end of each Sprint (a time-bound unit of work), this meeting serves as a pulse check of progress. There are three goals these meetings strive to achieve:

1. What went well?
2. What could be improved?
3. What will we commit to improve in the next iteration?

Reflecting on Project Performance

Many aspects of the project are reviewed during these meetings, including individual performance, interactions and communication, processes, tools, and everyone’s understanding of the ‘Definition of Done.’ It’s worth considering the application of similar techniques outside of the development realm, as example in managing a SaaS implementation project. In this context, the ‘Retrospective’ can be a valuable tool for understanding how a project or engagement is unfolding.

Adapting to a Distributed, Time-Poor Environment

Given today’s dispersed and time-pressured environment, conducting a brief retrospective survey of key stakeholders could be a beneficial strategy. This survey should consist of a concise set of meaningful questions – ideally between five and ten. The questions should focus on key attributes of the engagement, such as the quality of outputs, account management, and whether the work was delivered on time and within budget.

Obtaining Constructive Feedback

Invite your stakeholders to provide optional comments about what went well and what requires improvement in the SaaS implementation. This feedback can serve as a guide for an in-person or virtual meeting, enabling you to move to concrete actions as quickly as possible.

Defining ‘Done’ Beforehand

One final consideration is the concept from Scrum of the ‘Definition of Done‘. Essentially, this is the agreed-upon understanding of when the work will stop, and the project is considered complete. Before the SaaS implementation begins, it’s crucial to define clearly what the expectations are for the level of outputs to be delivered. When you hold your ‘Retrospective,’ everyone will then be in agreement about the actual delivery of the output and service.

Click here for an article on the “4D’s framework” using Design Thinking for projects