Sage roll-out turns into ‘nightmare’

A director at a London accountancy firm has said that installing
Sage software was a
‘complete nightmare’ that resulted in the firm spending 32 hours on the
accounting software supplier’s helpline.

North West Accountancy Services said that it encountered a series of problems
with the installation of Sage’s Practice Solutions, including system failures,
with users locked out of the software, and malfunctions that would crash the

The firm said it had had to hire extra staff to input the data manually, and
was unhappy with Sage’s customer service.

Greg Ford, Sage managing director of the accounts division, said: ‘If that’s
the case I am truly disappointed. We pride ourselves on providing good customer

Ben Bishop, head of research and development in the accounts division at
Sage, added: ‘We want to understand what went wrong. I don’t think it’s
acceptable to spend 32 hours on a problem: that is one work week.’

North West Accountancy Services said that it had returned to its original
supplier, Iris.
Sage said that it would investigate the complaint.

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