On January 2006, Cisco reported “British small businesses are receiving inadequate customer support and intelligence prior to making crucial technology buying decisions. According to the survey of 400 UK small businesses, the majority of small businesses (42%) feel left in the lurch after purchasing technology, due to insufficient post-sales support or training.”
I came across this article on outserve.biz blog, and the author of blog comments “ I think the above can be caused by the standard VAR (value added reseller) model, whereby the emphasis (and majority of the income and therefore profit) is centred on the initial sale with less attention given to the post sales period which is traditionally less profitable. The Software as a Service (SaaS) model should help to rectify this by having an income model which is interested in the long term for ongoing revenues (and less based on the initial income) which should ensure a better post sale and support experience. “
Spot on. ebdex Document Exchange is offered as a SaaS without any capital outlay or upfront subscription fees. Whilst we would sign each client for a three-year period, our revenue more or less dependent on the usage, which ensures we deliver a superior customer service. This is far better method than what can be achieved by licensed software model. The business case for SaaS is increasingly being accepted by both larger and small organisations.