Research on software systems implemented into SMEs is sparse due to there not being enough infrastructure around the correct procedures. To change this lack of information, the researcher proposes to conduct a case study on a small
business. Using a mixture of interviews and participant observation, the researcher intends to ascertain whether the most effective implementation methodology was used to implement Xero and WFM into the small business. To clarify further,investigation into why it was done this particular way and the ramifications of that choice, will be conducted. The results from the interviews will be analysed in correlation with planning and preparation, implementation and integration of the new system, training, customer expectations and change management. By undertaking this research, clarity will arise regarding the implementation of how Xero and WFM could be improved, whether in the planning and preparation stage, or the implementation stage itself. More successful ways of training SME staff to use the software are expected to emerge as well as understanding the customers’ expectations and delivering to those expectations, and the SME staff being prepared for the change of software by the SME.