Choosing a CRM or quoting platform for your office technology dealership goes beyond a simple software decision. It is a workflow decision, a sales decision, and often a long-term operational commitment. With so many solutions on the market, asking the right questions upfront can save your team months of frustration and thousands of dollars in rework.
Before diving into feature lists and demos, remember this guiding principle:
Consider that the most important question to ask is what is most important to YOU and YOUR team.
Every dealership operates differently. The right platform is the one that aligns with your priorities, processes, and growth strategy.
Below are six critical questions every dealer should ask when evaluating a CRM, CPQ, or sales workflow platform.
What Is Your Typical Onboarding Timeline, and How Long Does It Take to Fully Go Live?
Onboarding is often where software success or failure is determined. Some platforms promise fast implementation but leave teams struggling after launch. Others take longer upfront but deliver a smoother transition.
Key considerations include:
- How long onboarding typically takes from contract signing to full go-live
- Whether onboarding is phased or all-at-once
- Who is responsible for configuration, data migration, and testing
- How much internal time your team must commit
A realistic onboarding timeline should balance speed with stability. Going live quickly is valuable, but only if your team is confident using the system.
How Are Equipment, Service, and Pricing Catalogs Maintained and Kept Up to Date?
Catalog management is a core function for office technology dealers, especially those handling frequent pricing changes, manufacturer updates, and bundled offerings.
When evaluating a platform, ask:
- How equipment and service catalogs are updated
- Whether pricing updates are manual, automated, or synced from other systems
- Who controls catalog changes internally
- How errors or outdated pricing are prevented
Outdated catalogs lead directly to quoting mistakes, margin erosion, and customer frustration. A strong platform should make catalog maintenance efficient and accurate.
How Does Your Platform Support Multiple Product and Revenue Types?
Modern office technology dealers sell far more than just hardware. Your CRM and quoting platform should support the full scope of your offerings without workarounds.
Ask how the system handles:
- Hardware and MFPs
- Service and maintenance agreements
- Mailing and finishing equipment
- VOIP and technology services
- Used and refurbished equipment
- Water and ancillary products
- Project-based labor, professional services, or BOT work
The goal is flexibility without complexity. If a platform struggles to support certain offerings, your team may end up managing deals outside the system, which defeats the purpose of centralization.
How Does Your Platform Handle Document Generation, Management, and E-Signatures?
Sales workflows rely heavily on documents. Quotes, proposals, agreements, and contracts must be generated accurately and signed efficiently.
Important questions include:
- How documents are generated from quotes and deals
- Whether document templates are customizable
- How documents are stored and managed
- Whether e-signatures are built in or require third-party tools
- How signed documents are tracked and retrieved
A seamless document workflow reduces cycle time, improves professionalism, and keeps deals moving forward without unnecessary friction.
Which Leasing Providers Do You Integrate With, and What Level of API Functionality Exists?
Leasing is a critical revenue driver for many office technology dealers, but not all integrations are created equal.
Ask specifically:
- Which leasing providers the platform integrates with
- Whether integrations are real-time or batch-based
- What actions are supported via API, such as portfolio sync, credit applications, decisions, or updates
- Whether leasing data is searchable at the lease level or managed through basic fields and reminders
True API-level integration can significantly reduce manual work, improve accuracy, and give your team better visibility into active leases and renewals.
What Does Ongoing Support and Training Look Like After Implementation?
Software value does not end at go-live. Ongoing support and training are essential for long-term adoption and ROI.
Be sure to understand:
- How support requests are handled and typical response times
- Whether support is industry-specific or general
- What training resources are available for new hires
- How product updates and new features are communicated
- Whether continued education or refresher training is offered
Strong support ensures your team continues to improve efficiency over time, rather than plateauing after initial rollout.
Final Thought
Every dealer’s needs are different. The right platform is not defined by the longest feature list, but by how well it aligns with your workflows, priorities, and growth goals.
The most important question you can ask is what matters most to you and your team, and whether a platform truly supports that vision.
Asking these questions early will help you make a confident, informed decision that supports both short-term wins and long-term success.
