With all the marketing hype surrounding SaaS and how easy it is to implement SaaS solutions it's no wonder that people start to think that with SaaS solutions all you have to do to implement is to give your staff the login URL. While there are some simple and really excellent point solutions offered in the SaaS model that don't require anything more than a simple orientation to the software and a basic discussion on how it's to be used, that is the exception, not the norm. As more and more complex solutions are offered in a SaaS model, it has become obvious that the services offerings around SaaS solutions must evolve to meet customer needs. SaaS solutions don't require all of the same services that would be necessary in implementing an on-premise solution, I mean, after all there's no infrastructure work, installs, etc. But customers still need to configure the software, modify their business processes to take advantage of the new software and train the end users. A lot of the value of a software solution is in the business process change and optimization that goes along with the software and face it, that doesn't happen without focus and effort, whether that's internally delivered services or external consulting.
The model for building and delivering SaaS services is however different, partly because customers expectations are different when SaaS is involved and partly because the process is, at least in part, different. Several System Integrators (SI's) have evolved a model for implementing SaaS very successfully, bluewolf for example. Vendors are also starting to talk about complete services offerings, Netsuite, for example, just announced a comprehensive services program called Netsuite Suitesucces.
So how are the implementation services for SaaS software different? I believe the simplest answer is that the services must map directly to the value proposition of the software (easy to use, easy to implement, short time to value, etc.). With that in mind, how do you optimize the services to match? The most successful design is simple, use short, fixed price / fixed scope package services that can be sold and consumed in short phases, so that the customer gets value quickly and can phase the delivery of different packages over time. The content, again simple, focus on process and training and the process must capture deep industry vertical expertise. This is the formula that works for SaaS.
The model for building and delivering SaaS services is however different, partly because customers expectations are different when SaaS is involved and partly because the process is, at least in part, different. Several System Integrators (SI's) have evolved a model for implementing SaaS very successfully, bluewolf for example. Vendors are also starting to talk about complete services offerings, Netsuite, for example, just announced a comprehensive services program called Netsuite Suitesucces.
So how are the implementation services for SaaS software different? I believe the simplest answer is that the services must map directly to the value proposition of the software (easy to use, easy to implement, short time to value, etc.). With that in mind, how do you optimize the services to match? The most successful design is simple, use short, fixed price / fixed scope package services that can be sold and consumed in short phases, so that the customer gets value quickly and can phase the delivery of different packages over time. The content, again simple, focus on process and training and the process must capture deep industry vertical expertise. This is the formula that works for SaaS.
