The standard of service provided by consultants varies considerably. The BI Survey asked business users about their experiences with external implementer support as well as vendor support. We found a clear correlation between customer ratings of implementer and vendor support and business benefits achieved.
Seeing such a big difference in business benefits between different types of consultants does not come as a surprise. Figure 6 shows that good support from an implementation consultant is an important aspect of project success.
Figure 6: Business benefits analyzed by implementer support (n=2556)
The difference in benefits between the best and worst support levels from vendors is even bigger than in the case of implementers (Figure 7).
Figure 7: Business benefits analyzed by vendor support (n=2511)
Finding the right vendor in combination with the right implementer is crucial to project success. In previous editions of The BI Survey, we used to ask about the type of consultants companies used. Results revealed that small, specialized consulting firms frequently scored better than large general purpose consulting companies.