- Why Cloud Vendors Must Make the Service Side of SaaS a Priority
- Publishing High-Level Roadmaps Further in Advance
- Roll Out Test Systems Well Ahead of a Production Release
- Deliver Release Documents Two Months Prior to Each Release
- Improve and Simplify Integrations
- Improve Uptime
- Reprioritize Tickets Based on Business Criticality
- Invest in the Training and Implementation Capabilities From Partners
Why Cloud Vendors Must Make the Service Side of SaaS a Priority
We examine the often-forgotten “S” in SaaS—service—and explore steps the cloud community can take to improve its customer experience.
Publishing High-Level Roadmaps Further in Advance
Customers want to understand how their business will be impacted by future upgrades, including how the technology can evolve to better serve their business needs.
Roll Out Test Systems Well Ahead of a Production Release
Cloud vendors should use their customer base as trusted partners in developing their technology, ensuring that future releases both meet customer needs and include high-quality, hardened technology.
Deliver Release Documents Two Months Prior to Each Release
Some users can experience difficulties keeping up with the pace of a fast-moving SaaS release cycle. While many vendors are overly focused on feature improvements, it’s essential that any new features be adequately and appropriately communicated to the customer base.
Improve and Simplify Integrations
A SaaS innovation is useless if a customer cannot integrate the technology into their existing infrastructure or if they’re required to rip and replace other existing systems in order to make the technology work.
Improve Uptime
As cloud technology has improved, unintended downtime can signify the end of a customer relationship, and planned downtime must be communicated well in advance, with proper precautions taken to ensure a minimal disruption in service.
Reprioritize Tickets Based on Business Criticality
A service team must be able to prioritize critical issues immediately and communicate effectively to use existing knowledge of past customer issues to solve important problems as fast as possible.
Invest in the Training and Implementation Capabilities From Partners
In many industries, a large ecosystem of integration partners is available that can help your team keep customers satisfied. Cloud providers cannot work in silos; they must better leverage this community so that all parties can help provide a quality customer experience.