Software as a service is a system that helps companies better manage their database of clients, products, services, reports, and more to derive better performance and optimise results. However, unlike traditional Customer Relationship Management software (CRM), SaaS systems are cloud-based and do not require installation on local devices since everything is created, managed, and stored online.
A cloud-based CRM like SaaS powers providers to perform maintenance, development, and ongoing services on the software. Therefore, companies using SaaS do not need to worry about keeping the system running and delegating the housekeeping to the provider.
Understanding SaaS
SaaS is CRM based and stored over the internet, but what is CRM?
CRM is a platform that keeps all business processes and information such as customer-based contacts, client activity, potential client on-page activity, sales data, and more data and information that helps develop the business.
Using CRM, a company can make informed decisions about their sales and marketing campaign and customer feedback, optimise customer experience, and create reports.
However, locally installed CRM means that the company needs to administrate and maintain it, and these activities include creating users, distributing access permissions, installing features and integrating services using API. Configuring these settings on a locally installed CRM needs human resources and time if you are a newly launched company.
Therefore, using a SaaS CRM helps give away the maintenance burden to the provider, who has the means and expertise to keep your system up and running.
Why Use Software as a Service?
Businesses are increasingly aware of the benefits CRMs provide and their contribution to growing the business. If you are a newly emerging business, here is what you can expect from your SaaS CRM.
Automation
You can automate your workflow and processes using SaaS CRM, where all teams see their tasks and perform to complete their expected objectives.
SaaS CRMs also automate the flow between departments, saving time to initiate communication between teams. SaaS ensures your product and service flow seamlessly between the working teams.
For example, when team A finishes its contribution to a specific project, it can pass it on to team B with one click and without further communication, saving time and resources.
Data Centralisation
Companies rely on SaaS to totally switch from notebooks and sticky notes to online shared platforms so that everyone can access the information they need to perform their tasks.
SaaS ensures all information is stored, categorised and grouped in an organised way that anyone can access anytime. Moreover, admins can use this centralised information to create reports that aid business decision-making.
This also promotes cyber security and protocols to ensure that information is not stored locally on different devices and that access to sensitive information is only shared among certain personnel.
Customer Experience Optimisation
SaaS systems track user’s interactions with the website and their activity. Therefore, teams can use this data to create meaningful information and reports about customer behaviour and trends.
Additionally, understanding the customer’s needs helps the business to create accurate strategies and launch campaigns that address the customer’s needs.
SaaS can be automated to trigger communication and user feedback collection and launch chatboxes and emails that identify and follow up with customers.
Conclusion
SaaS assists organisations in optimising their resources and managing their business efficiently. SaaS platforms are cloud-based and stored over the internet, which promotes accessibility at any time and from anywhere. Also, it allows the SaaS provider to bear the responsibility of maintaining and developing the software and provide technical support whenever needed. Therefore, Software as a service helps businesses cut the time and money needed to create and onboard such systems.