Apart from a small department at AcctTwo, they don't really understand our industry. It is not clear who we need to contact for support, etc. If we go into the general queue, we are likely to get someone who does not really understand our needs. But our other option is to go directly to the individuals on the team who we worked with on our installation. Further, having AcctTwo in the picture means we don't have clear and easy access directly to the support of the actual software vendor.
Because of a less than full understanding of our environment (and, to a lesser degree, the software) I think we received a sub-optimal installation and we are still not reaping the benefits of fully utilizing the capabilities of the new software.
Make sure they understand your particular environment. You likely won't understand the new software you're purchasing, but you do understand your environment and your needs. They need to understand it, too, in order for you to get a good result.