Choose the supplier that proves your workflow, accepts clear limits and leaves you in control—not the one with the most impressive generic demonstration. No agency is ranked as “best” here because comparable live performance and reference checks were not available.
Use the following proposed 100-point scorecard:
| Criterion | Weight | Evidence to request |
|---|---|---|
| Understanding of your workflow | 25 | Process map, exceptions and named internal owner |
| Integration correctness | 20 | Demonstration of the exact actions in your software |
| Safety, privacy and escalation | 20 | Approved procedures, permissions and failed-transfer tests |
| Whole-life cost | 15 | Normal, peak and exit scenarios |
| Ownership and portability | 10 | Account access, export and handover arrangements |
| Staff adoption and support | 10 | Training, response commitments and operating documentation |
Treat certain failures as disqualifying regardless of score: unsupported safety advice, unauthorised data disclosure, false booking confirmations, prohibited system access or no usable fallback.
Ask references operational questions: What needed correcting? Who does the daily checking? What does a busy month cost? Can the office stop it? What happens when the account manager is unavailable?
Request evidence from a comparable workflow, not merely a recognisable logo. If a supplier has no HVAC reference, it may still merit a limited pilot—but price and scope the uncertainty honestly.