At the Facility Management Association of Australia’s (FMA) National Summit for Maintenance Management last week, Samantha Fuller, SWG’s managing director for Australia and North America, and Roshan Jhoomuck, account manager, delivered an engaging and practical session titled “Debugging Software Selection.”
Their presentation addressed a challenge familiar to many facilities managers: how to choose the right software to support increasingly complex, data-driven operations, and how to avoid the costly pitfalls that can arise when technology is selected or deployed without a clear strategy.
The modern FM: managing complexity through technology
Fuller opened by reflecting on the pressures facing today’s facilities managers. “The modern FM,” she explained, “needs six pairs of hands and twelve extra hours in the day.” With demands growing across compliance, sustainability, and digital transformation, software has become an essential ally – But only when implemented with purpose and clarity.
She highlighted a key paradox that many organisations face: the need to invest time to make time. Taking time to define needs, engage users and plan implementation thoroughly can prevent inefficiency later on.
A six-step framework for software success
Drawing on decades of experience supporting global FM organisations, Fuller and Jhoomuck shared a six-step framework for selecting and maintaining effective software systems:
- Define your goals: “Best” is subjective, Fuller noted. Before evaluating systems, organisations should ask what they need the software to achieve and how it can be used to improve internal processes.
- Engage your users: Involve everyone who will use the system daily. Early engagement builds ownership and ensures smoother rollouts.
- Know the full cost: Consider the complete picture, including implementation, training, customisations, support and hosting.
- Choose your vendor carefully: Look for local knowledge, a partnership approach and proven stability. Speaking to existing clients can provide valuable insight.
- Clean your data: “Rubbish in, rubbish out,” Fuller reminded delegates. Good data hygiene is critical and sets the foundation for future AI projects.
- Debug after go-live: Implementation isn’t the end. Periodically reviewing performance, integrations, and support requirements ensures the software continues to deliver as organisational goals evolve.
Building partnerships, not just platforms
Throughout the talk, both speakers emphasised the importance of partnership – not just between vendor and client, but across internal teams. “Software success isn’t a product of technology alone,” Jhoomuck said. “It’s about collaboration, communication, and continuous improvement.”
Fuller added that this proactive mindset is what differentiates organisations that thrive in their digital transformation journey from those that struggle to realise the full value of their investment.
Supporting the FM Community
To help FMs navigate the journey, SWG offers a range of practical resources, including the seven deadly sins of buying CAFM, a Guide to Buying CAFM Software, and advice on transitioning from spreadsheets to software.
With over 30 years of experience, 170 employees worldwide, and 20 million square metres of client premises digitised, SWG continues to support clients globally in managing their facilities, assets, and buildings more efficiently.
