PIMS Implementation Experience Survey (Vendor Perspective)

PIMS Implementation Experience Survey (Vendor Perspective)

Thank you for contributing to this research. This survey is designed for implementation specialists, project managers, and others who have guided veterinary practices through PIMS migrations from the vendor side. Your answers will be used to build a separate vendor perspective section of the report, giving practices insight into what the implementation process looks like from the other side of the table. Responses are confidential and you control how you are identified in any published findings. The survey takes approximately 10 minutes.
About You
What is your first name?*
What is your last name?*
What is your email address?*
example@example.com
What best describes your current or most recent role?*

Implementation specialistImplementation project managerOnboarding managerCustomer success managerTechnical support leadDirector of implementation or onboardingOther (please describe)
How long have you worked in PIMS implementation or onboarding roles?*

Less than 1 year1 to 2 years3 to 5 years6 to 10 yearsMore than 10 years
Approximately how many PIMS implementations or migrations have you personally been involved in?*

Fewer than 1010 to 2526 to 5051 to 100More than 100
What types of practices have you primarily worked with? (Select all that apply)*

Small animal general practiceEmergency or critical careSpecialty or referralMixed practiceMulti-site groups or consolidatorsShelter or nonprofitOther (please describe)
Are you currently working in a PIMS implementation role?*

YesNo, I have since moved on
What Practices Get Wrong Before You Arrive
In your experience, how prepared are practices typically when the implementation process begins?*

Most are well preparedAbout half are well preparedMost are somewhat prepared but have significant gapsMost are poorly prepared
What are the most common things practices underestimate going into a migration? (Select all that apply)*

Time commitment required from their own staffComplexity of data migrationHow long it takes to reach full productivityIntegration challenges with third-party toolsTraining requirementsRevenue impact during and after go-liveStaff resistance to changeThe need for a dedicated internal project ownerOther (please describe)
What information do practices most often fail to gather or verify during the selection process that causes problems later?*
How often do practices arrive at implementation with a clear internal project owner or champion?*

Almost alwaysMore often than notAbout half the timeRarelyAlmost never
The Implementation Process
What stage of the implementation process most commonly causes delays or problems? (Select up to 3)*

Data extraction from the legacy systemData mapping and cleanupIntegration setup with third-party toolsStaff trainingGo-live readiness assessmentPost-launch stabilizationInternal resistance or change managementUnrealistic timelines set during the sales processOther (please describe)
How often does the actual implementation timeline exceed what was originally promised to the practice?*

Almost neverOccasionally (less than 25% of implementations)Frequently (25 to 50% of implementations)More often than notAlmost always
When timelines slip, what is the most common root cause? (Select up to 3)*

Data quality issues from the legacy systemPractice staff availability and bandwidthIntegration delays with third-party vendorsScope changes requested by the practiceInternal resource constraints on the vendor sideUnderestimated complexity during scopingOther (please describe)
How would you characterize the typical state of data coming out of legacy PIMS systems?*

Generally clean and well structuredMostly usable with some cleanup requiredFrequently messy and requiring significant cleanupOften so problematic it affects the migration outcome
Which integrations most commonly cause problems during or after go-live? (Select all that apply)*

In-house laboratory equipmentReference laboratoryDiagnostic imagingPayment processingClient communication and remindersOnline bookingInventory managementControlled substance or DEA compliance toolsAccounting or financial softwareOther (please describe)
What does a well-run implementation look like from the practice side -- what do the smoothest go-lives have in common?*
Training and Post-Launch
How effective is the training provided to practice staff, in your honest assessment?*

Very effective -- staff are confident and productive at go-liveMostly effective -- minor gaps that resolve quicklySomewhat effective -- significant productivity loss after go-live is commonNot very effective -- most practices struggle meaningfully after go-live
What is the biggest obstacle to effective staff training? (Select up to 2)*

Staff availability and schedulingHigh staff turnover between training and go-liveVarying technical comfort levels across the teamTraining happening too far in advance of go-liveInsufficient training time built into the implementation planStaff not taking it seriously until they are liveOther (please desribe)
How long does it typically take for a practice to reach full productivity after go-live?*

Less than 2 weeks2 to 4 weeks1 to 3 months3 to 6 monthsMore than 6 monthsIt varies too much to generalize
What support do practices most commonly need in the weeks immediately following go-live?*
The Honest Vendor Perspective
What do you think the sales process most often overpromises or misrepresents to practices? (Select all that apply)*

Implementation timelineEase of data migrationIntegration capabilitiesTraining quality or depthPost-launch support responsivenessTotal cost of implementationFeature availability or roadmap itemsNothing -- the sales process is generally accurateOther (please describe)
What is the one thing practices should always ask a vendor before signing a contract that most never think to ask?*
What do you wish practice owners understood about the implementation process that would make your job easier and their outcomes better?*
What has changed most about PIMS implementations over the course of your career? (Skip if you have fewer than 3 years of experience)
Interview and Attribution
Would you be willing to participate in a short follow-up interview (20 to 30 minutes by phone or Zoom)?*

Yes, definitelyMaybe, depending on timingNo, the survey is as far as I can go
If your experience is referenced in the published report, how would you prefer to be identified?*

Fully anonymous (no identifying details)First name and role only (e.g., "Sarah, implementation specialist")Role only, no nameNamed but without employer or PIMS affiliationFully attributed with name and company
If you know a colleague who has guided practices through PIMS migrations and might want to contribute, would you be willing to refer them?*

Yes, I can think of someoneMaybeNo
Thank you for contributing to this research. Your on-the-ground experience is invaluable and will help practices across the industry approach migrations with more realistic expectations and better preparation. If you indicated interest in an interview, you will hear from Adam Wysocki at VetSoftwareHub directly at the consclusion of the survey process.
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PIMS Implementation Experience Survey (Vendor Perspective)

About You

What Practices Get Wrong Before You Arrive

The Implementation Process

Training and Post-Launch

The Honest Vendor Perspective

Interview and Attribution