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You've researched the potential Computer-Aided Facilities Management (CAFM) platforms, built the business case, and you know that a CAFM system will help your operations. But then the FM software set up doesn't go the way you expected.
Don't worry, teething problems during facilities management software set up almost always have a logical solution. CAFM implementations don't fail because the software is bad, but because of avoidable mistakes made before, during, and after go-live.
The good news is that every one of these failure points is preventable. Let's troubleshoot the top 7 reasons that CAFM implementation might fail.
Reason 1: Data Difficulties
If the data you migrate into your new system is incomplete, outdated, or inaccurate, your CAFM will deliver unreliable reporting from the very start.
The quality and accuracy of the data you are migrating will directly impact how smooth the process is.
Challenges in Data Migration
Pulling information from multiple sources: spreadsheets, email threads, legacy software, and paper records means that the structure and format will be different across these. Before migrating, all this data needs to be clean and structured.
Common pitfalls include:
- Migrating data without cleaning it first
- Failing to establish a single source of truth for asset and contractor information
- Not assigning ownership for data quality ongoing
Use the implementation as an opportunity to build better data habits. After the facilities software implementation, you'll be able to use your clean data for analytics and reporting, so the team can make data-driven decisions quickly without rifling through documents and manually creating charts.
Top tip: Appoint a data lead before migration begins. This person will be responsible for auditing existing data, defining standards, and overseeing the migration process.
Read More about How to Migrate Your Data From Spreadsheets to CAFM
Reason 2: Resistance To Change
Unfortunately, people resist change. So, when you introduce a new CAFM system, you're not just changing software; you're changing how people work every single day. Resistance tends to come from:
- Frontline staff worry that new technology will make their jobs harder
- Middle managers fear a loss of control
- Long-serving team members may feel their way of working is being criticised.
If you don't address resistance early, it can become a real problem. Bring everyone into the process early, rather than springing it on them.
Leadership sets the tone for how the facilities management software and the set up are received. So senior management needs to be visible advocates and actively use the software.
Top tip: Ask your team what problems they want the CAFM to solve. Show them how it will make their working lives easier, not more complicated. Then, try to track any early wins the system delivers to keep teams motivated to continue using it.
Reason 3: Ineffective Communication
When stakeholders, contractors and team members aren't told about new processes until the last minute. Nobody feels invested or responsible for making it work.
Create a communication plan as part of your project plan:
- Be specific about who needs to know what, and when
- Different audiences need different messages
- Keep communication honest
- If there are delays or challenges, say so.
Face-to-face (or video) check-ins help put teams at ease. So, instead of having long email chains, make time to have conversations with the people who have reservations.
Top tip: Regular updates build confidence. Even a brief weekly summary keeps stakeholders engaged and invested.
Reason 4: Insufficient Training and Support
You can have the best CAFM system, but if your users don't know how to use it, it won't be worth much.
You've probably planned an initial training session, but it shouldn't be a one-time thing.
Different user types need different training. So, a rushed, one-size-fits-all training session a week before launch is probably not effective.
Good CAFM software releases updates, so ongoing training on new features might be necessary. Additionally, your team will experience some turnover, so you'll need to keep new team members informed about how to use the platform.
Your CAFM vendor should provide ongoing support as standard, should big issues occur. Expansive has a knowledge base to support our users no matter the time of day.
Top tip: Create clear channels for users to ask questions and report problems. When problems are raised, respond quickly. Nothing stops a new system from being used more than a lack of support when problems occur.
Read More about what training is required for staff to effectively use a CAFM?
Reason 5: No Project Management
CAFM implementation is a project and needs to be managed as such.
You'll need a project manager to:
- Make decisions
- Create a project plan with milestones
- Implement deadlines
- Have regular progress reviews
- Access risks
- Structure data.
Without someone tracking the FM software set-up, there is no one to maintain the momentum. You're likely to fall into common problems. These issues might include:
No single point of accountability: The project is "everyone's responsibility," which means it's nobody's. Everybody has to be invested in the implementation, but without someone spearheading the project, it will fall by the wayside.
Scope creep: This is when new requirements keep being added without somebody to assess the impact on the timeline and cost.
Insufficient resource allocation: If key team members are expected to manage implementation alongside their day jobs, they are likely to be overwhelmed, and the project will be pushed aside. Make sure the person managing the project has the time they need.
Vendor over-reliance: Some organisations assume that the CAFM vendor will manage the entire project without active client involvement, but this is not the case; someone from your team will need to help the vendor with key aspects of the implementation.
Define your project governance up front: Who can approve changes to the scope? Who has final sign-off on go-live? Who escalates issues to the steering group? Clarity on these questions prevents the kind of confusion that delays projects by weeks or months.
Top tip: The best CAFM providers take an active role in project delivery, providing support to guide you through each stage and offering valuable insights.
Reason 6: No Clear Objectives and Goals
A surprising number of CAFM setups begin without clearly defined, measurable goals.
You need SMART goals: Specific, Measurable, Achievable, Relevant, and Time-bound.
Examples of SMART CAFM objectives include:
- Reduce reactive maintenance response times by 30% within six months
OR
- Cut contractor administration time by 40% in the first year
Set up your reporting dashboards before you go live and decide which metrics you'll track, how often you'll review them, and who's responsible for acting on the insights.
Top tip: Your CAFM objectives should connect directly to your wider business strategy. If your organisation is focused on cost reduction, your CAFM goals should be framed around spend visibility and procurement efficiency.
Reason 7: Time Investment and Cost
Teams routinely underestimate how much time a successful implementation needs:
- Data cleansing
- Stakeholder engagement
- Training
- Testing
- Configuration reviews
- Post-go-live support.
When enough time isn't accounted for, corners get cut, and the implementation suffers. By planning sufficient time to implement the software, it should run smoothly.
Remember to check your time and cost commitments at various stages too. The scope might change mid-project, meaning it might take less or more time than you accounted for.
Top tip: A rushed implementation that requires significant rework is almost always more expensive than a properly resourced one done right from the start.
How to Plan Realistically
Start by building a realistic project timeline before you commit to a go-live date. Then, work backwards from the date you need the system live, and map out every workstream:
- Data migration
- Training
- Software integration problems
- User adoption testing
- Contractor onboarding.
Remember that the process might take longer than expected, so add a buffer. Make sure all of this is being communicated to the teams. Be honest about the internal resources required to avoid frustration within your team.
Need Help?
CAFM software solutions don't fail because the technology doesn't work. Organisations come up against problems during implementation because CAFM requires a structured approach.
Once you get your CAFM up and running, it will transform your business processes, help ensure compliance, provide audit trails, and deliver cost savings across departments.
If you need help with your CAFM migration, contact the expansive team today.