SlideShare a Scribd company logo
How is support of SaaS/Cloud
products different than
traditional products?
Users are no longer tied to a license they or their
company bought sometime in the past, where
they have to put up with any kind of support the
vendor wants to provide
Now they have a choice, and in many cases that
choice becomes abandoning the product right away
or not renewing their suscription next month!
For software vendors in the SaaS model, the
experience of their user now becomes more
important than ever, even critical for customer
retention and loyalty, and in the end revenue
retention
SaaS demands the support organization to provide
assistance to their users with a number of activities
which are new to the picture:
• Signing-up
• Onboarding
• Provisioning
• Training/learning
• Profile configuration
• Personalization
The customer care team now has to be trained
to go beyond the break-fix model, and to
comprehend their function as critical to user
adoption and satisfaction.
In the SaaS model there are no significant
consulting/professional services anymore.
The customer care or support organization,
starting with Tier 1, now becomes central to a
high volume, high touch customer experience
delivery situation, which directly drives revenue
retention and growth.
Request a FREE
Consultation Now!
www.infolink-exp.com
As a product support specialist, Infolink stresses the
difference between supporting a traditional software
product and supporting a Software-as-a-Service product.

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Saas/Cloud Support

  • 1. How is support of SaaS/Cloud products different than traditional products?
  • 2. Users are no longer tied to a license they or their company bought sometime in the past, where they have to put up with any kind of support the vendor wants to provide
  • 3. Now they have a choice, and in many cases that choice becomes abandoning the product right away or not renewing their suscription next month!
  • 4. For software vendors in the SaaS model, the experience of their user now becomes more important than ever, even critical for customer retention and loyalty, and in the end revenue retention
  • 5. SaaS demands the support organization to provide assistance to their users with a number of activities which are new to the picture: • Signing-up • Onboarding • Provisioning • Training/learning • Profile configuration • Personalization
  • 6. The customer care team now has to be trained to go beyond the break-fix model, and to comprehend their function as critical to user adoption and satisfaction.
  • 7. In the SaaS model there are no significant consulting/professional services anymore. The customer care or support organization, starting with Tier 1, now becomes central to a high volume, high touch customer experience delivery situation, which directly drives revenue retention and growth.
  • 8. Request a FREE Consultation Now! www.infolink-exp.com As a product support specialist, Infolink stresses the difference between supporting a traditional software product and supporting a Software-as-a-Service product.