The Foundation for ERP Software Implementation – Software, Process and People

HOST: TERRY BECKER Welcome to Digital Journeys, the podcast from Terry Becker that explores how technology is transforming business optimization. Each episode we unpack the latest trends, strategies, and innovations driving efficiency and growth in today's fast-paced digital landscape. Join us as we navigate the path to smarter, more agile business practices.

HOST: JERRY HERODIN Hi everyone. My name is Jerry Herodin. Today I have Kentrell Lee with me, and we're going to be discussing all things Sage, especially around implementation and what a successful implementation looks like.

GUEST: KENTRELL LEE Thank you so much, Jerry. It's a pleasure to be here.

HOST: JERRY HERODIN Before we get started, you were at TUG last week. TUG is a user group for Sage Construction and Real Estate Solutions, and they had a big event in Nashville. Tell me about TUG and what you learned.

GUEST: KENTRELL LEE TUG, formerly the Timberline User Group, started with Sage 300 CRE and has expanded across the Sage construction ecosystem. It now includes Sage 100 Contractor, formerly known as Master Builder, Sage Estimating, and more recently Sage Intacct Construction.

GUEST: KENTRELL LEE Users come together annually at different cities to take learning courses and tracks where they can get product information, training, and an understanding of the different systems. Sessions are usually taught by consultants, with some users involved, focusing on best business practices.

HOST: JERRY HERODIN Let's get started. Which Sage software products do you help clients implement, and what do you like about them?

GUEST: KENTRELL LEE We work primarily with three accounting systems: Sage 100 Contractor, Sage 300 CRE, and Sage Intacct. We also implement surrounding operations systems such as Sage Field Operations, Sage Paperless, Office Connector, Liberty Reports, and Sage Estimating.

GUEST: KENTRELL LEE These are powerful systems that integrate with each other. When clients need a document management system, we often start with Sage Paperless since it's the native, OEM product by Sage. If it doesn't meet the client's needs, we look at other solutions.

GUEST: KENTRELL LEE The main task is identifying the workflow or pain point the client is trying to solve and finding the right solution. There is no perfect solution, but there is a right solution for the client's needs.

HOST: JERRY HERODIN The word implementation sounds big and scary. How do you approach that concern?

GUEST: KENTRELL LEE People often hear "implementation" and think of major changes to processes. Change doesn't have to be scary. One of the classes I taught referenced Who Moved My Cheese: if we're not willing to change, we risk becoming obsolete.

GUEST: KENTRELL LEE I use a framework of three pillars for a successful implementation: software, process, and people. Let's start with software.

HOST: JERRY HERODIN What do you mean by software?

GUEST: KENTRELL LEE When people think "software," they often think only of the ERP. But companies have other workflows that may not be solved by the ERP. Implementing software begins in the sales cycle and at discovery, where we listen to the client's pain points.

GUEST: KENTRELL LEE Sage 100 Contractor is not the same as Sage 300 CRE, and Sage 300 CRE is not Sage Intacct. We need to understand where the client is and where they want to go, then evaluate software solutions that address payroll, time capture, service management, and other workflows.

GUEST: KENTRELL LEE The goal is to identify all workflows up front so the client knows what to expect and avoids purchasing additional software late in the project. If a workflow won't work in the ERP, we identify other solutions to integrate into the implementation.

HOST: JERRY HERODIN That's a great point. Software selection isn't one-size-fits-all. What about process?

GUEST: KENTRELL LEE The second pillar is process. Everyone has day-to-day workflows that must be identified during the sales-to-implementation transition.

GUEST: KENTRELL LEE Sage 100 Contractor and Sage 300 CRE have pre-built workflows for tasks like vendor setup, invoice entry, and check cutting. However, each company has unique processes layered on top of those workflows, such as verifying certificates of insurance or handling lien waivers.

GUEST: KENTRELL LEE Different people may handle vendor setup, purchase orders, invoice entry, and check approval. Identifying these processes and routing of approvals is critical to avoid surprises, such as charging a project for work that never occurred.

HOST: JERRY HERODIN Can the implementation process go off track?

GUEST: KENTRELL LEE Yes. I call that the three A's: adjust, adapt, and accept. Often the owner drives the sales decision but isn't involved in day-to-day operations. We need voices from accounting, estimating, project management, and service to identify workflows up front so implementation isn't a surprise.

HOST: JERRY HERODIN Let's discuss the third pillar: people.

GUEST: KENTRELL LEE People are often the hardest part of implementation. Software installation is straightforward if system requirements are met, and processes can be documented. People resist change because they are comfortable with existing routines.

GUEST: KENTRELL LEE Implementation requires addressing personality conflicts and resistance. Communication is essential. One of my mentors taught me to under-promise and over-deliver, which helps manage expectations during the project.

GUEST: KENTRELL LEE Personas matter. Accounting focuses on financial controls and doesn't want unauthorized changes to the general ledger. Project management is operational and focused on keeping jobs within budget. Estimators focus on winning work and referencing historical costs. Aligning these groups improves cohesiveness.

HOST: JERRY HERODIN Training is critical too, right?

GUEST: KENTRELL LEE Absolutely. Training is essential when implementing people. My background as a school teacher helps me identify learning styles. Some people prefer group learning, some individual, some hands-on, and some prefer to explore on their own. Adapting training to learning styles reduces frustration.

GUEST: KENTRELL LEE When frustration occurs, step back and diagnose: is it training, a missed requirement in sales, or lack of communication? Most of the time, it's a communication issue.

HOST: JERRY HERODIN Finally, you've said failed implementations can put companies out of business. Explain.

GUEST: KENTRELL LEE Yes, failure can happen when software or processes are implemented incorrectly or when money is wasted on the wrong solutions. It's critical to identify needed solutions up front, map processes to those solutions, and bring people into the discussion.

GUEST: KENTRELL LEE In construction, a structured job cost accounting system is vital. Without accurate job cost visibility, owners make critical decisions on flawed profitability data. For example, a project might appear 8% profitable when actual profitability is 3% due to misallocated costs, poor estimating, or weak project management.

GUEST: KENTRELL LEE That inaccurate data can lead to inappropriate investments, hiring decisions, or purchases that the company cannot support, potentially pushing the business into the red.

GUEST: KENTRELL LEE As contractors grow and projects become more complex, they may face requirements like certified payroll or prevailing wage. QuickBooks can be manipulated but lacks the structure needed for bonding and bank lines of credit. That's why contractors need job cost accounting systems such as Sage 100 Contractor, Sage 300 CRE, or Sage Intacct Construction.

HOST: JERRY HERODIN Kentrell, thank you so much for joining us.

GUEST: KENTRELL LEE Thank you, Jerry. I appreciate it. We really support contractors because construction is the backbone of society. Buildings don't build themselves; people do the work.

HOST: JERRY HERODIN If anyone would like more information about Cherry Bekaert and what we can bring to the table, reach out to us and we'll get you connected with Kentrell.