Software as a Service (SaaS)
Software as a Service (SaaS, typically pronounced ‘sass’) is a model of software deployment where an application is hosted as a service provided to customers across the Internet. By eliminating the need to install and run the application on the customer’s own computer, SaaS alleviates the customer’s burden of software maintenance, ongoing operation, and support.
SaaS is a relatively new term to me even after a few years of using Google Apps including Google Docs. I loved the idea of not having to use Microsoft Word or any other MS products (I guess im a Mac Fanboy). So far the free package suits me fine with little problems. With Google Docs I’ve run into a few hurdles over the years including not being able to open some MS documents or loosing the formatting, but nothing quite like the story I read today on the Freshbooks blog.
The Problem
A customer using Google Apps for their intranet had paid for their own domain through Google and their partner eNom. While their account in Google showed their domain was paid for until 2010, on their anniversary date eNom went ahead and expired the domain. eNom put up a parking page and are now receiving confidential company emails.
Not the Solution
The only channel to contact Google is through email, and that has a 24 hour turn around.
In today’s post over at Freshbooks they touched on the idea of ‘Service’. We’ve all dealt with poor service at some point or another, but now more then ever it should be a priority for companies looking to hold onto recurring revenue. Me for instance left Blinksale for Freshbooks because of their devotion to their product.
Paying subscribers to a service should be able to get more out of a company then just email support. When your really in a pinch nothing feels better then to be able to get someone on the phone to assure you they’re working on the problem. That said, I’ve had my fair share of problems with Telus and Rogers customer phone support, but that’s a whole other story.
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I hear you, Jamie. The service part is crucial, especially when recommending a hosted app to a client (thus putting my reputation on the line).
I find I’ll steer projects toward more expensive but responsive companies, knowing that the 10% price difference is going to be well worth it in terms of my clients’ satisfaction.
Good service tends to turn me into an evangelist, too. Case in point: Campaign Monitor, who are unbelievably active in their forums and leave me feeling warm and fuzzy after every interaction.
On the other hand, I use a hosted e-commerce package that looks really pretty but their support is really hit and miss. While I’ll continue to use them for now, I’m always on the lookout for a replacement.