Sometimes it seems hard to break it off – we have all known someone in this situation: not really happy, but afraid to leave. They say “…it’s better than being alone.” How many years do you invest before moving on to a better situation?
It does not have to be like this because changing AP Automation providers is not really that hard!
Take Bunzl, for example. They evaluated DataServ in 2008, but chose another provider. Another AP vendor promised them the world, and they took the leap. But after the honeymoon, reality set in. They found themselves facing a lack of results, frustrating inefficiencies and costly maintenance. DataServ maintained the relationship to be sure Bunzl found the best solution for them. By 2013 It was obvious that they were not getting the value they expected. In 2014 they switched to DataServ. And now, more than a decade later, they’re still with us, stronger than ever.
Learning the Hard Way: The Grass Isn’t Greener
So where did Bunzl’s promising new AP vendor partnership go wrong? Let’s take a closer look:
Missed Expectations – The actual results of automation, which were set during the evaluation process and built into Bunzl’s ROI analysis fell short of Management’s expectations. The provider proposed more investment/additional costs to improve the actual results.
Downtime Disaster – Their new vendor’s annual maintenance updates took two full weeks. That’s 14 days where they couldn’t use their AP system. Two weeks of bottlenecks. Two weeks of frustrated employees. At DataServ, we take a different approach—small updates each month, meaning zero downtime for our clients.
The Hidden Cost of Customization – Every tweak or adjustment to their system required Bunzl to hire outside consultants, and those costs added up fast. Bunzl was also left to manage all their own updates, upgrades, and patches themselves, pouring hours of internal labor into something that should have been effortless. They even had to replace all of their servers within five years!
Massive IT Logjam – All tech support requests had to be funneled through a single IT person. Imagine one poor soul buried under endless tickets, trying to keep the AP process from grinding to a halt. That’s not a scalable solution; it’s a frustrating mess.
No Continuous Improvement – The new vendor’s approach? “You figure it out.” No best practices, no proactive solutions, no strategic guidance. Bunzl was left to fend for themselves, and over time, they realized they missed having the support of an experienced and trustworthy AP solution provider.
Reunited, And It Feels So Good
After five years of struggle, Bunzl returned to DataServ. They had seen firsthand the difference between an AP vendor that truly partners with its clients versus one that just provides software and walks away. We welcomed them back with open arms, and the results speak for themselves:
- A 90% decrease in AP labor costs.
- A fully supported system with zero downtime for updates.
- A vendor that prioritizes continuous process improvement.
- No more IT bottlenecks.
- No more surprise costs related to basic system changes.
Lesson Learned: You Deserve Better
The moral of the story? Sometimes, you have to kiss the frog to recognize when you’ve found the prince. Making a change in your AP automation is a big decision, and not every choice will be the right one. But when you find a partner that truly supports your success– one that evolves with you, helps you reduce costs, and makes your life easier– you don’t let them go.
If your current AP automation solution provider isn’t providing enough value or support, maybe it’s time for a change. And if you’ve made a switch and realized the grass isn’t actually greener, you’re not alone. The good news is that it’s not too late, and just like Bunzl, you can always find a better partner.
