The increasing complexity and diversity of a typical portfolio of research awards coupled with advancing technology makes successful implementation and delivery of system benefits more challenging than ever. Moreover, the role of systems in knowledge management is a fundamental issue faced by all research active organizations. One of the principal drivers for introducing better systems should be to serve the academic mission and make life easier for researchers; yet most appear to perform conversely, perhaps sacrificing potential benefits to meet the requirements of administration. The principal challenge thus is to deliver a system that meets the needs of both academic and administrative communities. This paper provides a commentary on the experience gained within a research office following implementation of two systems (one pre-award, the other post-award) and identifies key elements for successful delivery. The paper contains suggestions, based on our experience, of best practices and techniques that research administrators might adopt to ensure a well-managed project and its implementation. It concludes how, post implementation, users may begin to derive maximum benefit from systems and points to the advantages that high-quality knowledge management can offer a range of stakeholders. (Contains 1 table and 1 figure.)