Consulting team can't/won't implement key feature we sell
Ok, so three years ago my company released a big, new feature which integrates two of our internal products. It solves an issue we've had for years cutting manual double entry for clients and gives us a whole bunch of new features at no dev cost (rather than us building the same features in two products which can overlap).
So far so good, right?
I've just had a discussion today with the head of consulting who has told me that in three years they haven't successfully got a single client working on this feature. None. Nada. Zip. Nobody.
As part of the product offering I demo this and showcase the benefits every client meeting. 50% of clients prefer to stick to the older, tried and tested manual way of doing things but 50% want to use the new integration.
I knew there were bugs and issues (very rare in the software world, of course) and I knew the consultants would moan about anything new... but I didn't realise it was this bad.
Looking at what they are telling me a bunch of their reasons why "it doesn't work for anyone" are bullshit and a bunch of them... sound reasonable but are mostly edge cases.
We lose a lot of clients to competitors and all our competitors have this kind of modern integration in fact for some of them it's the only way to do it - there is no manual option.
When I listen to gong calls about the feature the consultants aren't mentioning the upsides of it but are spending a lot of time explaining why "other companies just stick with the old method."
When I look at their documentation they have documented the old school approach but there is nothing around the new, modern integrated approach.
I get there are bugs, I get that it's not right for every client... but it also seems clear to me that we are doing a very, very bad job of rolling it out.
So what the hell would you do as the sales engineer here?
Back off including this in demos?
Scream and holler in the hope that we can start actually implementing this properly (maybe that requires changes in the product, maybe that requires changes in how we implement)?
Just keep quiet and don't rock the boat (it's not the kind of thing that would actually change my bonus and getting involved more would hopefully end up with clients getting a better set up product but I'd have to fight through some pretty nasty internal politics)?