Simple business processes are the way forward for software services.
Customers want subscription models, tailored solutions, easy renewals, clear billing, and self-service. SaaS suppliers increasingly need a 360-degree view of their customers, with all the information in one place, to compete at scale.
Simplus understands the unique challenges of SaaS suppliers.
1. Balancing speed to market and standardisation with flexibility for key accounts
Nimble companies dominate the market, as they can launch new products quickly. Standardising products and offerings increases speed to market and profitability, but key customers hold the power—speed must be matched with the flexibility to meet their changing digital needs.
2. Case resolution
When it comes to service, the main driver for high tech companies is simple: resolve cases—fast. That happens via knowledge bases, self-service tools, and automated determination of each customer’s service level entitlement. This push for maximum automation and case resolution speed has helped many high tech companies successfully turn service and contact centres into profit centres.
3. Consistent experiences
Business buyers expect frictionless sales and service processes and a consistent experience at all brand touchpoints. Success now is not just about maintaining good relationships with simpler products and renewal processes, or pro-rata billing. It’s about providing customers with the same great experience at every interaction.
The age of the customer
With mobile technology and cloud computing use growing over the past five years, the software services industry has shifted towards incremental revenue models. This has increased the importance of customer experience across sales processes, adoption success, and ongoing service provision.
Speed = Sales
The first to quote has a 90% higher chance of closing the deal. Quoting quickly requires simplified configuring and pricing, even with complex bundling. CPQ solutions minimise the sales cycle duration—renewals are natively built-in to the Salesforce CPQ platform and reusable assets increase speed to market.
Adoption = Success
It takes more than a great technology innovation to deliver success. It takes a great partner and customer relationship. Salesforce’s extended partner community platform creates a unique experience between the high tech services organisation and its partners. Salesforce provides a seamless sales process between CRM and partner portal, resulting in better lead capture.
Self-service = Fast Resolution
Customers expect service after implementation to match pre-sales interactions. They expect service where and when they need it: 24/7. They expect knowledge bases, self-service tools, automation for speed, and seamless hand-off to a human agent when needed.