30 January 2003 | Robin Parker
Software developer i2 has hit back at complaints that its supply chain applications are costly to implement and take too long to produce results.
A survey of 22 of its biggest customers found that more than half said the project costs outweighed the benefits, the company says.
More than two-thirds of the i2 projects took three times longer than planned, and installing and running the software took about 18 months, according to Nucleus Research, which conducted the survey.
The average three-year cost was $7.2 million once hardware, consulting, maintenance and training were accounted for.
Customers blamed i2's consultants' lack of understanding of their own products.
Just four of the companies said projects had run according to plan from the start.
i2 said it was surprised at the findings, and complained that the sample size did not represent its customer base of more than 1,000.
But according to Nucleus, i2 had previously put forward the unnamed firms as successful users of its products.
In a statement, i2 said: "We have implemented an ongoing process to communicate with our customers regularly and work with an independent research firm to measure customer satisfaction on a quarterly basis."