The business world often focuses on the “software” in the term Software-as-a-Service (SaaS), but the last word is what’s increasingly important today. Why? Thanks to a 7x increase in the number of SaaS companies between 2005 and 2015, the value of a SaaS provider has changed. When you work with a software tool, you essentially know what you’re getting when it comes to the convenience and seamlessness of the software. But when it comes to support? The best SaaS tools are the ones that out-serve their competitors time after time.
The 10-year span between 2005 and 2015 saw a 7x growth in the number of SaaS companies in operation
You’re not alien in valuing a one-on-one connection with your SaaS provider. In fact, 80% of consumers would rather do business with a competitor after one bad experience with a company, and 89% of organizations with "significantly above average" customer experiences do better financially than their competitors.
Especially when your business is in a transitional or growth stage, the support and interaction you get from your SaaS provider can have a powerful impact on the trajectory of your success.
Here are three reasons you’ll want to focus on SaaS providers that focus on service as much as you do:
Big box providers are too busy to help
Many big box SaaS companies neglect to invest in attributes you’ll need for your long-term success, such as a service-oriented mentality, software architecture capable of multi-tenant implementation, and end-user support. A SaaS that serves will never be too busy to help you.
Customer service is the bedrock of successful business outcomes
Exceptional companies embed more than just exceptional software in the core processes of the company; they also lay a strong foundation of customer service. A dedicated account representative, hands-off options for your integration and onboarding — these are the small touches that make all the difference.
The best SaaS will pass your test
Choosing the best SaaS provider for your organization's needs doesn’t have to be a guessing game. There are specific signs you can look for to be sure your SaaS provider is committed to client service and support. Brainstorm a list of daily tasks you want to get out of the way so you can focus on your business, then ask your potential SaaS provider how they could help.
When your business grows and you need more help, a software-focused SaaS won’t give you what you need, especially if it’s just one more point solution that segments and silos your data in hard-to-reach places. Make sure you choose a SaaS partner that helps you and makes it easier for you to take a holistic view of your business and data.
With a holistic, service-focused approach to your data, you can capture the full advantages that come with more control and insight into your information, like less time and fewer resources to manage data, reduced human errors in reporting, and more informed decision-making in the long run.
Curious about what kind of service you could be getting from your people management SaaS? Download our most recent eBook “Software-as-a-Service That Actually Serves” today!
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