Serena Software recently selected Google Apps Premier Edition for its messaging and collaboration needs, saving more than $750,000 and countless IT hours. Members of Serena Software will be available Thursday, June 18, to talk about the experience in a live webcast.
I came across this interesting discussion happening on LinkedIn about how SaaS vendors can measure whether their customer service is successful or not?
One metric mentioned is that every user of your service is a potential user needing support.
So if a small amount of your users are actually asking for support and this ratio of users v/s users asking for support is reducing then maybe your product is user friendly and the customer service provided is successful.
Another organization tracked how many support requests did not reach the right people in their organization, and secondly how many support help cases were not documented. This gives us an idea about how to organize a support system within a SaaS company so that user feedback is well received and accessible even at a later date.
This feedback can tell the company which way to upgrade its product and also give invaluable user insight.
How do you measure your customer service?
Interesting to hear that Jive Software has avoided SaaS and have gone to offer a Private/Public Cloud for their Jive Express software (read here).
A Private cloud could be a good sell to enterprises whose primary concern is about ’security’ and ‘privacy’ but that does not mean that larger companies will not use SaaS. In fact, as the author has pointed out that “Salesforce, WorkDay and other vendors have demonstrated that enterprises will adopt SaaS despite concerns over security”.
Lets see how Jive Software’s strategy plays out.
Another good article on how cloud computing will change business. I think there is some overlap between SaaS and Cloud but overall, businesses are going to be consuming software through the Internet - whether its in sales, product development, marketing, communication, collaboration or support.
This is a good article that shows how Indian consumers, businesses and entrepreneurs are starting to use SaaS when kick-starting their business. SaaS’s low cost, ease of use and scalability makes adoption easy and hassle-free.
