In general, the initial engagement between vendor and client should follow a clearly defined process, which is a best-practice for success in the adoption and use of ECM technology. The first step within an organization should be a discovery process to explore the organization's flows and processes and provide suggestions for process improvement and efficiency maximization. This first step is not complete until both the vendor and the client are clear on the architecture of their business processes. If your ECM provider does not offer this assessment, it may be a red flag, and time to find a new solution.
If you don't know how to use the solution, or if it's hard to use, then chances are that your implementation will fail. Time and time again, expensive software purchases go under-utilized because of lack of training and support material. To safeguard against this problem, choose a vendor that offers continued services, support, education and product enrichment to ensure that the software investment is paying off.
The ubiquitous Achilles' heel of every implementation project: internal politics, which govern and decide the fate of many software investments. To avoid confusion and disagreements during the implementation phase, after discovering the needs and flows of the organization, the ECM provider should offer a customized strategy and expected ROI. A well detailed and thorough plan will avoid any surprises and reduced potential disruptions to the process.