WMS reference call question list

Before the call

• Ask for references of similar size, sector and ERP.
• Include at least one that went live in the last three years; older projects may not reflect today's team.
• If possible, hold the call without the vendor present.
• Ask for a site visit and talk to the people using the handhelds.
• Keep notes in the same format for every reference.

Project

1. What was the project scope and why did you choose this WMS? Which alternatives did you consider?
2. Was there a gap between planned and actual duration and budget? What caused it?
3. Did the scope change during the project? How were change requests handled and priced?
4. Was the vendor's project team capable and stable? Were there team changes?
5. How much of your own resource did it take? What would you plan differently in hindsight?

Go-live

1. How much were shipping and receiving affected in the first two weeks after go-live?
2. What were the three biggest problems and how quickly were they solved?
3. Was the vendor on site at go-live? How long was the hypercare period?
4. How was data migration (item master, locations, opening stock) done? Were there issues?

Product and usage

1. Which processes do you run in the WMS today? Is anything still done outside it?
2. Was there a feature you expected at purchase that turned out to be missing?
3. How long did users take to learn the system? Are the handheld screens practical?
4. Can you change rules and reports yourselves, or do you depend on the vendor?
5. Did you have performance issues during peaks (campaigns, seasons)?
6. Which improvements have you measured (accuracy, productivity, lead time)? How did you measure them?

Integration

1. Who built the integration with the ERP and other systems? How long did it take?
2. How are integration errors detected and resolved?
3. Did the integration break during ERP or WMS upgrades?

Support and relationship

1. What are the real response and resolution times? Is the SLA met?
2. Are your needs for support in Turkish and on-site support met?
3. How are upgrades handled? Are there extra fees or downtime?
4. Have price increases matched the contract? Any unexpected invoice items?
5. If you chose again today, would you pick the same WMS and the same implementation partner? Why?

Call notes

Red flags: the vendor struggles to provide references, offers only very old or very different-scale references, or insists on joining the call.

This document is a general working template; it is not a substitute for legal, financial or technical advice. Adapt it to your circumstances.