Ask the Board – August 22, 2016 | DANIEL ORME-DOUTRE


What are the criteria for picking a CMS amongst the myriad of options out there?

Most responses to this great question will be about goals, objectives, features and costs, but the ultimate criteria that we look for in a CMS solution is support. Not only does the actual company need to be using their own CMS system in their global offices, but they need to provide amazing customer support. You are going to experience hardware and software failures, regardless of the solution. Think about what you want in support from the company. You’re going to have questions; doesn’t matter if the solution looks easy. Access to videos, training, forums and KB articles are great, but ultimately, calling a human or emailing the support team is most efficient. Look for good support contracts. Look for terms of services, extra costs, what is included in annual maintenance and timing of responses. Make sure that their support is scalable. Is it one guy that is also the trainer and CEO? Do you have to pay each time or wait a day to get an answer? Is someone assigned to your account? Do you have to fill out forms? The best advice that I got during the demo was to use the support system. Don’t let the sales person be the support crutch during this pilot time. USE the support system and see if it meets your expectations.

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Media Solution Architect

End User Council

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