Introduction to SaaS
What is SaaS?
Software as a Service or more popularly known as SaaS is a method of software delivery that allows data to be accessed from any device with an internet connection and a web browser online via a subscription, rather than bought and installed on individual computers. SaaS is more than just about product features.
What is expected in SaaS mode?
- The service is purchased on a user subscription basis
- No additional hardware is required to be installed by the customer
- Updates are applied automatically without customer intervention
- Customer is free of infrastructure procurement and their maintenance
What do you also get in SaaS?
When you look for characteristics of SaaS –very rarely does one come across points about importance of “service”. SaaS does not just deliver product features and its high driven functionalities. SaaS also brings along with it the following
- Multi-tenancy model
- Automated provisioning
- Single Sign On
- Subscription based billing
- High availability
- Elastic Infrastructure
- Data Security
- Application Security
It is not all about Software features, but about “using all of the features to benefit from the software”. Apart from “features” there are “service” elements that B2B will do well to evaluate in any offering.
- Training : Attrition is substantial at all levels. At the field force level, this is usually between 20-30 per cent and at management level between 8-15 per cent. Training the sales team on the product is continuous process for pharma companies. Right training materials, videos and training sessions are provided to assist the customer during the transition.
- Preventive support : Preventive maintenance (or preventative maintenance) is maintenance that is regularly and routinely performed on physical and virtual assets to reduce the chances of equipment failure and unplanned machine downtime that can be very costly for maintenance teams and facility managers. Effective preventive maintenance is planned and scheduled based on real-time data insights.
- Customer support : the key KPIs that any SaaS provider should look into
- Average Reply time – how long a customer has to wait before getting an initial reply to their support request.
- Number of support tickets resolved – right ticket to right resolver is key for successful solution on the logged tickets.
- Resolution rate – the percentage of issues actually resolved by your agents from the number of total tickets received. It gives you an idea of individual and team efficiency and productivity.
- First contact resolution rate – FCCR involves resolving customer’s issues in one interaction, such as in a single chat session, a single phone call, or a single email or social media response.
- Customization support: Though SaaS application is usually developed with highly standardized software functionalities to serve as many clients as possible, many clients still ask for function variants according to their unique business needs. A customization is a feature, extension, or modification that requires custom coding and/or some form of special implementation.
- Pro-actively measuring: SaaS Company pro-actively monitors major measures like product up- time, new features delivered, new user’s adoption, recommendation.
Channels of Support
- Helpdesk and service desk access
- A dedicated customer success manager
- Priority phone support
- Omni channel support
- Email support
- Live chat support
A complete SaaS offering framework
Madhumalini N, June 2022
Associate director, VSM Software (P) Ltd.
EMAIL – mailto:madhumalini@vsmsoftware.com