Legacy document management software has been around for about two decades. Some of the vendors are clearly “harvesting” these products, investing little in new development.  Due to this, customers are starting to push back about the high costs of legacy ECM solutions.  Let’s explore their top complaints:

 

1. High up-front cost of an ECM system

The first and the foremost complaint is about money. A typical ECM implementation costs hundreds of thousands of dollars. Customers feel this is excessive, but the legacy vendors continue to charge a premium price.

 

2. High annual maintenance and support fees

Some of the legacy ECM providers aren’t investing much in new features, and customers often prefer to deal with their reseller for day-to-day support issues. So what, exactly, are customers getting for their annual maintenance fees? This is especially true of content management products that were acquired by the larger ECM vendors in the past few years.

 

3. A lot of unnecessary features

A huge number of companies mainly just use their ECM platforms for document search and retrieval by metadata.  But they still must pay for a bunch of additional features they never or seldom use, and which only make the product more complex and harder to use.

 

4. Weak cloud offerings

Document management vendors have struggled to provide strong cloud offerings. The legacy vendors will host their solutions for you, but it’s the same old software, not designed for the cloud, and at a high cost. Meanwhile, users are aware of cloud services like Office 365, Google Drive, and Box and are frustrated they can’t use these services for their most critical content assets because they are essentially just folder-based storage in the cloud.

 

5. Outdated user experience

The user experience provided by many legacy ECM systems still brings one’s mind back to the 1990’s. Customers feel that their staff would be more productive using a more modern UI.

 

6. Absence of a mobile app

Users expect a modern enterprise content management product to have a mobile app which allows them to find content on the go, and enable use cases such as sharing a file with a colleague at a meeting, or adding a new invoice to the document management system by just uploading a picture from a mobile device.

 

If these objections resonate with you, let’s discuss how to avoid them!