One of the great myths of our industry is that you MUST use services from your software vendor. If that were true, none of the rest of us providing services would exist.
Let me explain: let’s suppose that you purchase a LIMS, ELN or any other product in our industry. There is theoretically no good reason that you have to use the services of your software vendor. In fact, the larger the market share of the product, the less reason you have to use the software vendor’s services because there’s probably a multitude of services companies out there that can manage to provide services to your implementation.
With that said, there are some software vendors that are probably refusing to sell you their product unless you also buy services from them. The reason for this is because the license purchase is actually a tiny portion of the true sale. The services are a huge business and much greater than the licenses and support.
This is why you’ll hear your software vendor insist that no-one but them can do the job right, and you’ll hear the services vendors insist that the software vendor couldn’t manage to service themself out of a paper bag, and whatever other sales pitches you’ll hear.
The truth is that some software vendors have decent services groups and others don’t. Many services-only companies provide excellent services and others don’t. Everyone is there to sell the services and will say what they have to to make that sale.
And, while it’s in the best interests of small companies like mine that sell expertise in systems such as the LabWare LIMS /ELN and Thermo Scientific SampleManager LIMS and LES systems to tell you that you should consider us as viable options to the services of those vendors, that doesn’t make us wrong, either. And, of course, it’s in the best interests of those software vendors to insist that that’s NOT true so that they make the sale, themselves. That’s how the sales process works – with all of us insisting the other side is just wrong,