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Ensuring Customer Success Using Multi-cloud and SaaSification

Ravi Varma

As organizations start evaluating and planning their business strategy for the post-COVID-19 world, technology will play a pivotal role in various aspects of the business. Multiple reports and surveys have shown that digital transformation efforts have accelerated in the wake of the COVID-19 pandemic.

In tough times like these, the priority for any organization is to draft a realistic business continuity plan with a clear view of in-house vulnerabilities and external factors impacting business operations. While cloud has proved to be a major enabler for business continuity and transformation, as seen during the pandemic, it’s time to step up to a multi-cloud phase.

Multi-cloud is the Way Forward

Many organizations leverage cloud as a critical facilitator in digital transformation, especially during the pandemic. Gartner reports that 81% of enterprises collaborate with two or more cloud providers. The collaboration empowers enterprises to distribute their workloads across multiple cloud environments, increasing efficiency, cost savings, and mitigating risks related to individual cloud architectures. A multi-cloud approach allows businesses to use optimal infrastructure for their demand; thus, allowing organizations to be agile and flexible.

After significant disruption due to the pandemic in 2020, the need for modern technology is driving multi-cloud adoption. Truly leveraging a multi-cloud environment means being flexible and taking advantage of the right cloud at the right time. However, enterprises must consider multi-cloud as a new thought process or strategy rather than just another technology that needs to be adopted.

Software-as-a-Service (SaaS) is Driving the Need for Customer Success

As the current business environment continues to shift and is shaped by developments in the pandemic, enterprises must invest in a model provided by a company with longevity, sustainability, and profitability at its heart. This will provide the software industry’s entire environment with a modern data protection model.

With the future remaining uncertain, now is the time for companies to utilize SaaS technology to solve their data protection challenges. Hence, the need of the hour is to quickly move as much of your business to a readily available SaaS solution.

SaaS shares the distinction of being both a business and an application delivery model. It enables customers to utilize an application on a pay-as-you-go basis and eliminates the need to install and run it on the customer’s hardware. The demand for SaaS solutions has seen rapid growth in recent times. SaaS companies that will be agile enough to innovate their service to meet the upcoming consumer demand will likely grow faster and weather the competition.

In a modern-day IT environment, it is rare for users to rely on one software application in isolation to accomplish their objectives. SaaS apps must integrate seamlessly and effectively with the other components in the customer’s technology stack to demonstrate value to a customer. By designing software to support as many product integrations as possible, the application becomes an indispensable part of the IT ecosystem.

Amid the pandemic, a safe workplace has become a priority. A SaaS setup can help put in place a safe environment. Proximity-detecting, contact-tracing apps use Bluetooth signals from nearby devices to record contact events. Centralized SaaSification applications share information about contacts and contact events with a central server using cloud and IoT. The centralized SaaSification applications upload information when a user reports testing positive for COVID-19, which helps to alert people to take precautions.

Tracking some of the key customer success metrics such as product usage or adoption, customer churn rate, average revenue per user, monthly recurring revenue, conversion rate, customer acquisition cost, renewal rate, net revenue retention, net promoter score, and customer satisfaction score will give a clearer picture on how and where the company is generating revenue. This will help the company make smarter, customer-focused decisions.

Final take

Digital transformation is going full speed ahead, and there’s no better time than now to consider transforming your business to a multi-cloud and SaaS model. When software is in the cloud, location is no longer a limitation, allowing software development companies to think beyond geography and expand their business globally. This way, independent software vendors can seize the opportunity to provide their solutions to a much bigger market. Thanks to lower deployment and operating costs, SaaS is now less expensive and has the potential to open new customer segments as more businesses can afford to use it. 

About the author

Ravi Varma
Ravi Varma has over 20 years of IT industry experience and around 17 years of association with TCS and Microsoft. As Head of Talent Development in the TCS Microsoft segment, Ravi helps associates grow their career.