My team is implementing the software of our company with new users. Recently, I've implemented our software with a bunch of new users who were working with a different software from another company. They are complaining loudly about our software, saying that they were used to the old software and saying that our software is implicitly bad.
They are calling us on an almost daily basis, taking a lot of our time and energy in support and at the end of almost each call, we have to listen to their rants.
One of the solutions is to add some functionality to make our software like the old software they worked with.
However, thinking about it, if my company does that for every customer we will be spending a lot of time and resources, pleasing customers who are treating us badly.
I'm hearing their complaints but I don't know how to bridge the gap between what they want, e.g going back to the old ways, and what we can do.
Are there other ways to satisfy them, in terms of customer care and change management? Should I let them "rant" even knowing it is bad customer care? Last but not least, how should I manage their expectations in respect of Change.
Please find my update as requested in comments
Who is responsible, at the customer's company, for managing the change of software with the users?
Usually one senior person who is, most of the time, not familiar with software implementation , he/she is more a senior figure who rose through the ranks.
Who is responsible, at the customer, for accepting the functionality of the new software despite the fact it is different to what they were using before?
Usually that same senior person with the IT manager of another town hall. Both drove the change. From my perspective and that specific customer, it was poorly sold internally and that IT manager who is part of another town hall , is part of the IT department of the region and should have not a say but as he was part of that region, he is a god-like figure. The final users were barely trained for cost reasons and not ready for all the changes.
For the sales and acceptance process, the process goes as following:
Client sets a RFT. We create a word document, detailling what our software can do. Once done and if we are selected, we go for a public audition with the competitors where we show our prototype. If it goes well, we won the bid. Starts the implementation phase.
Size of the client?
It depends. It can go with 2 or 3 people for small town up to hundred of people for bigger town. As we try to make more business, we are going for bigger market... My company is a small one but we are gaining momentum. Therefore bigger markets means change for us , too.