Given our company’s and product’s growth and development over the years, the scope of our software implementation projects has evolved. Lemax is a comprehensive solution that may initially appear straightforward.
However, the impact on our clients’ businesses and the complexity of our software implementation are anything but simple. While our solution is robust and flexible, we do not engage in custom development. Instead, we focus on delivering value by leveraging Lemax’s powerful, out-of-the-box features, ensuring that all clients benefit from the same high-quality solution without the need for custom-built components.
In this blog, we’ll explore where the complexity, challenges, and growth lie, highlight the contributions of our team members and explain why we believe there are countless opportunities to thrive.
The Power of Early Involvement
At Lemax, the software implementation journey begins in the pre-sales phase. Our sales team invests considerable effort in understanding our clients—their needs, pain points, objectives, expectations, and the value that needs to be delivered. Solution Consultants start analyzing client requirements and processes to prepare high-level demo sessions that showcase how Lemax software can address those needs.
We involve a cross-functional team in the business assessment during the sales phase – comprising Sales, Implementation, and Product teams – ensuring that every department contributes expertise to create the best possible high-level solution for our clients. This collaborative approach helps us design a tailored solution within our product and deliver value to our clients.
Implementation Consultants engage directly with clients to better understand their specific requirements and processes. This practice fosters relationships and builds trust, making clients feel more comfortable transitioning to the implementation phase. It ensures that the client always feels valued and heard throughout the entire process. By addressing their needs from the very beginning, we eliminate the clients’ need to repeat requests or clarify expectations later during software implementation.
Our goal is to create a seamless experience where clients feel supported every step of the way.
Additionally, engaging with clients early in the process allows our implementation team to better prepare for project execution based on the gathered insights.
Why Our Implementation Is a Complex Endeavor?
1. Mastering a Complex Software
Lemax is an intricate, highly configurable software. Mastering it takes years, and deep product knowledge is essential for successful software implementation. While our onboarding process provides comprehensive training, the learning curve remains steep due to the software’s complexity. Each method can be configured in multiple ways, requiring our Consultants and Project Managers to understand the product and the interplay between various client departments.
For example, configuring an online purchase flow involves sales, finance, and operations considerations. Missteps in one area can cascade across the entire system. Managing these intricacies requires more than technical expertise – it demands a holistic view of the client’s business and a strategic mindset.
2. End-to-end Integration Across All Departments
Lemax isn’t departmental software; it’s a core business solution that touches every aspect of an organization. Implementing it means integrating processes across sales, finance, operations, and other core business functions. Each department’s workflow must be synchronized to ensure seamless operation. Unlike siloed solutions, Lemax requires end-to-end thinking from day one.
This complexity also raises the stakes. If a department-specific tool fails, the impact is contained. But with Lemax, the entire organization relies on the software, making failure not an option. Clients depend on us to deliver a system that works and transforms their operations.
3. Deep Industry Expertise
Implementing Lemax isn’t just about software; it’s about understanding the tourism industry inside out. Our clients expect our consultants to be domain experts, capable of advising on best practices and industry standards. We have already talked about how sharing knowledge is a vital process within our organization. This expectation sets a high bar, one that we continuously strive to meet.
To manage these complexities, we rely on our proven Lemax software implementation methodology, which ensures that we follow a structured approach tailored to each client’s unique needs.
However, this depth of expertise isn’t always present initially. New consultants face a steep learning curve, not just with the software but also with the industry itself. Unlike custom projects, where clients expect to shape the software around their processes, Lemax clients rely on us to guide them. This requires not only technical skills but also industry knowledge and a consultative process.
To note, the level of digitalization in the tourism industry is still developing. Many clients still manage their processes using phones, Excel sheets, or paper documents. This adds an extra layer of complexity to the Lemax software implementation.
Source: Consultancy.org
Managing Client Expectations: The Human Side of Implementation
One of the biggest challenges we face is managing client expectations. Many clients transitioning from smaller, less complex systems expect Lemax to “just work” out of the box. They may not yet be familiar with the intricacies of data migration, user acceptance testing (UAT), or go-live strategies. Our role is to guide and support them through this journey, helping them see the bigger picture and understand the long-term benefits.
Clients come with high expectations, especially given the project’s strategic significance. Lemax is not just another software purchase; it’s a transformative investment that shapes the future of a client’s operations. Naturally, some clients may feel hesitant about adjusting existing workflows, even when those changes are essential for success. Navigating these situations requires strong change management skills and focus on results and the value that will be delivered finally, helping clients adapt to the necessary adjustments for a successful implementation.
Support and Improvement
During the learning phase, clients receive user manuals, and consultants document specific solutions in a comprehensive Business Process Reference Guide. This guide aids clients in practicing independently, preparing for internal training, and drafting standard operating procedures. Our goal is to empower clients’ project team members with Lemax knowledge, enabling them to serve as first-line support for their colleagues during their learning journey. Throughout the software implementation process, the Lemax implementation team provides online and onsite support to ensure successful software adoption.
Our commitment doesn’t end at go-live. Lemax provides ongoing support to ensure clients get the most value from their investment. After implementation, our Customer Care and Customer Success teams help clients navigate challenges and continuously improve their processes.
Thriving Amidst Complexity
Implementing a comprehensive, core software solution like Lemax is a complex, high-stakes endeavor. It requires deep product knowledge, industry expertise, and exceptional project management skills.
But it’s also a journey of transformation – one that challenges us to be better, think bigger, and continuously innovate. We see it as not just implementing software; we help our clients thrive. We are changing the industry, transforming the way companies operate, and are partners in their goal-achieving process in delivering the best service to their customers – travelers.
