Web-based CRM software (such as web sales force automation) has a number of advantages over traditional on-premises CRM solutions. The top three benefits are: lower total cost of ownership, faster deployment, and improved technical integration capabilities due to its inherent service-oriented architecture.
The lower total cost of ownership of online CRM solutions has two main factors: lower cost of implementation and lower operating costs for maintaining systems and software. One of the advantages of Sofware as a Service is that the solution is immediately accessible and operational the moment a subscription license is purchased from web-based CRM providers such as Salesforce, Entellium, Netsuite, RightNow and other companies. of SaaS.
Furthermore, a subscription-based Internet CRM application does not require expensive local IT infrastructure or significant operational investments to maintain the infrastructure. Lower software maintenance costs (performed mainly by the SaaS provider) will have a positive impact on the ICT budget, as the number of internal IT staff can be kept low. This is because the software vendor maintains and operates the basic solution. You only need to budget for customizations made by customers beyond the standard solution.
The second benefit is the accelerated deployment of web-based CRM software. When the customer completes the registration, the application is available for operational use. Clearly, a basic setup must be done to tailor the CRM software to the specific needs of the business, but essentially the application is out of the box and with its standard built in processes can be made operational. in a breeze.
However, we must point out that the apparent ease of use can be misleading. It is strongly recommended that early in the process, IT and business organizations align with CRM requirements and thoroughly prepare the configuration (and potential customization) of the solution to avoid inefficiencies and communication errors for the moment. is available for productive use. Just because it is a SaaS solution does not change the normal software acquisition process. And as in all computer implementations, Pareto rules. In other words, 80% of the cost of the software is borne by 20% of the features (additional customizations, integrations, and accompanying additional documentation and maintenance), so think twice before creating additional features.
The end benefit, easier integration, is the result of the SaaS architecture. Software-as-a-service applications, such as web-based CRM software, are based on the principles of service-oriented architecture (SOA), which offer a number of benefits, such as easier integration and a high level of reusability. The reduced complexity of establishing technical integration is the result of the use of open web standards such as web services (functionality provided in xml form through the http protocol). Since most applications released (or recently launched) have built-in support for web technologies, the technical integration of the online customer relationship management solution with other applications is much simpler.
Another benefit of easier technical integration is in the area of user productivity. Lately, many model-based rapid application development tools have appeared on the market. These tools allow you to create business applications (called mash-ups) through modeling, without having to write a single line of code. These tools combined with the functionality provided in the form of web services is a powerful combination that can increase the ROI of any online CRM solution.
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