ERP implementations are rarely successful because of software alone. Success depends on the right partner who understands your business processes, working with you hands-on, manages change, trains users, and provides support. And ERPNext is no exception.
Over the years I have come across many customers who underestimate the effort involved in implementing ERPNext and end up spending more time and money than expected trying.
I decided to write this guide to share my views on why you should work with Frappe Partners, how to choose the right one, and how to work with them during the implementation.
Why work with a Frappe Partner
Why should you work with a Frappe partner, and not with any of the hundreds of Frappe resellers or freelancers?
Quality
Frappe’s partnership program is built on the tenet of quality. Partner Maturity Model (PMM) is a process where Frappe audits our partners to ensure they have systems and processes that ensure consistent quality services. This ensures that customers get a gold standard experience while working with Frappe partners. These rigorous audits result in a PMM score assigned to every partner starting from 1 to 5, 1 being the least and 5 being the highest. These scores are published on the partner’s profile for customers to view and choose their partners wisely.
Proficiency
Frappe partners have to complete a minimum number of mandatory product certifications. These certifications are listed on their profile too. These certifications are obtained after going through courses and evaluations that ensure there are enough people in the organisation who understand the fundamental concepts and product features of ERPNext.
OEM support
Partners get special access to Frappe. Be in fixing a product issue, or raising feature requests that matter to assistance in solving scalability/performance issues. This access to Frappe directly is a huge assurance for customers.
How to choose the right partner
Finding the right implementation partner is often more critical than the ERP itself. Although cliché this undeniably true.
The best way to find a good partner is to go through the partner list, create a sample set by picking country, industry, tier (bronze/silver/gold). Make sure you don’t narrow the filter too much so that you have a decent sample. We recommend shortlisting at least 2 partners to hedge the risk.
The customisation trap
Avoid working with partners to prefer customizing ERPNext rather than trying to use standard features as much as possible. Experienced partners have learnt this over time. Yet, many partners get into a customisation trap, either because they are builders and love building solutions or to increase the scope and price of implementation. Great partners know that long term customer success is more important than inflating the bill. These partners understand the long term benefits of minimising customisations and will help you understand how the base product can fit most of your needs.
Process excellence
Ensure that the partner follows the right processes, project management practices, and runs their internal operations smoothly. Partner’s PMM scores are published on their partner listing.
Industry expertise
Partners who have worked in your industry are better able to predict and solve the unique challenges associated your industry. To make this easy, we have published industry expertise on the partner’s profile too. This expertise is calculated using the past record of successful implementations done by the partner
Geography expertise
If you prefer in-person implementations, choose a partner from your own city/country. Today, frappe partners cover 35+ countries. If you don’t find a partner listed in your own city or country, you can work with an overseas partner.
Talk to existing customers
Browse relevant success stories on www.frappe.io/stories or refer to the success stories listed under the partner’s profile. If possible, ask the partner to connect you with their existing customer to get direct feedback.
Pricing
When you receive the quotation, look for the break down of the scope and whether the pricing has been arrived scientifically. Try to determine if the partner could be underestimating or overestimating the complexity and pricing. Both are equally detrimental in your implementation journey. Underestimating the quote will lead to unexpected increase in price and timeline later. Small businesses should opt for success packs with a standard scope of work and rate card, they’re the fastest and easiest way to get started with ERPNext.
Working with new partners
A new partner is often hungrier and goes above and beyond to ensure success. Make sure they are certified by Frappe and understand the product well.
Apart from this, there are two more questions that can build trust: Why should we work with you? And why should we not work with you? It helps you know both the strengths and weaknesses of the partner, and have honest conversations on how to proceed ahead.
If you’re still in doubt, reach out to Frappe and we will guide you to a suitable partner.
How to work with a Frappe Partner: Implementation, account ownership and billing
Implementation methodology
There is no defined playbook to implement ERPNext. Every partner follows a different implementation methodology. Some partners prefer a long blueprinting process to map all the requirements clearly, some partners offer a standard scope of work for faster vanilla implementations, some work with a monthly billing model. Based on Frappe’s experience, we recommend partners to follow agile implementation over waterfall, avoid bloating the requirements in the middle of the project, over-communicate project status and bottlenecks to all the stakeholders involved and most importantly follow standard implementations and avoid major customisations as much as possible.
Ownership of Frappe Cloud account
As a customer hosting on Frappe Cloud, you have two choices. You can either let the partners manage your Frappe Cloud hosting or own your Frappe Cloud account. In the second case you can grant partners access to manage and support your environment. You get full access to your sites, servers, backups, and billing history, while still work with a Frappe Partner for implementation, support, training, and ongoing success. Both options are completely okay. If you don’t want to deal with hosting hassles, managing uptime etc, it is better to let partners manage your Frappe Cloud hosting. Enterprises that host via partners but also want Frappe assistance can reach out to Frappe for a custom agreement available under Enterprise plans.
Benefits of paying via partner
Frappe Cloud allows you to own your Frappe Cloud account while billing is managed through your implementation partner using the "Paid via Partner" option.
Benefits include:
- Full ownership and control of your Frappe Cloud account.
- Incentive alignment, as partners have an ongoing interest in your success and retention.
- Encourages partners to help you improve adoption over time.
- Local currency billing, reducing payment and foreign exchange complexities.
- Flexible payment terms, allowing you to negotiate quarterly, annual, or other billing arrangements with your partner.
Do your part
Many implementations fail because of a lack of an influential project champion on the customer’s side and delays or change of scope from the customers. This part is completely in your control. Ensure leadership oversight and attention, appoint the right project champion who can influence change and finally make sure you make minimal changes to the scope once it is finalised.
Annual Maintenance Contract (AMC)
Frappe’s L1 support is primarily done by partners and we come in only for L2 and L3 support. Hence, we strongly recommend you to opt for an Annual Maintenance Contract (AMC) with partners. This ensures your queries get answered from time to time, and you keep growing your usage across all Frappe products.
Share feedback with Frappe
During the sales, implementation, or maintenance steps, if you have any feedback about your experience with a Frappe Partner, you can visit the partner's profile and click on the "Give Feedback" option at the bottom of the partner's profile. This feedback is shared directly with the Frappe team, and we review it carefully to ensure appropriate corrective actions are taken when necessary.
Final thoughts
Remember, partners are also trying to run a sustainable profitable business just like you. Make sure you have fair expectations and work together as a “partners” throughout your journey.
In conclusion, there is no such things as perfect partner, neither there is a perfect customer. A partnership requires understanding each other strengths and weaknesses and complementing them.
