Case Study: Why the Right Partner Matters – Lessons from a System Switch

The Challenge of Choosing the Right System

Selecting a new system for your business - whether it’s e-commerce, ERP, or CRM - is a major decision. It’s not just about features and functionality; it’s about finding a partner who understands your business, communicates openly, and can deliver on their promises.

Inverarity Morton recently experienced the consequences of getting this balance wrong. After selecting an e-commerce platform, they found themselves in a difficult position when the relationship with the supplier broke down before the build was even complete.

When Things Go Wrong

Despite initial optimism, the project quickly ran into trouble. Bugs and technical issues began to surface, and communication with the supplier became strained. The lack of transparency and responsiveness led to delays, unexpected costs, and ultimately, a loss of confidence.

The supplier exited the project prematurely, leaving Inverarity Morton with an incomplete system and a growing list of issues that were impacting their operations and bottom line.

“We knew we needed a new system, but what we didn’t fully appreciate at the time was how critical the relationship with the supplier would be. When that broke down, it cost us - not just financially, but in time and trust.” - Stephen Gaw, Finance Director, Inverarity Morton

Turning Things Around

With the project at a standstill, our focus shifted to helping Inverarity Morton regain control and move forward. Working closely with their team, we supported the search for a new supplier - one that not only met the technical requirements but also aligned with their culture and ways of working.

Together, we prioritised:

• A shared understanding of business goals
• Open, honest communication
• A strong cultural fit
• A proven ability to collaborate and deliver

The difference was immediate. With the right partner in place, the project regained momentum, and Inverarity Morton was able to move forward with confidence.

“Choosing the right system is only half the equation - choosing the right people to deliver it is what makes the difference. When there’s trust, cultural alignment, and open communication, you don’t just get a supplier - you get a partner who is invested in your success.” - Ricky Milliken, Managing Director, at Valorem First

What the Data Tells Us

According to CIO.com, most troubled system implementations don’t fail mid-project - they were off-course from the beginning due to poor planning, misaligned expectations, and lack of documented requirements.

A common pitfall is skipping “Phase 0” planning - the stage where businesses define scope, align stakeholders, and set governance structures. Skipping this step often leads to inconsistent proposals, spiralling costs, and delayed timelines.

Industry research shows that over 70% of system selections and digital transformation projects exceed their original timelines or budgets, often because the full functional requirements weren’t properly defined upfront.

What We Learned

This experience reinforced a few key lessons:

• Technology is only half the story. The success of any system implementation depends just as much on the people behind it.
• Cultural fit matters. A supplier who shares your values and communication style will always outperform one who doesn’t - even if they look great on paper.
• You need a guide. Having an experienced advisor who can spot red flags early, ask the right questions, and help you navigate supplier relationships is invaluable.

Looking Ahead

Inverarity Morton’s resilience and willingness to pivot quickly were key to turning this situation around. But it also highlights a broader truth: choosing the right partner is just as important as choosing the right system.

If your business is considering a new system or digital transformation project, don’t go it alone. The right advice and support can save you time, money, and a lot of stress. To make confident, informed decisions, find partners who are the right fit for your future.