The Typical Journey of SaaS Adoption
Within most organizations today, it is not a question of if SaaS applications should be deployed, but how quickly. The era of having to justify adoption of SaaS applications is long over, and the focus has shifted towards a deciding which SaaS applications to deploy, in which departments, and in what timeframes. With this view in mind, let us explore the typical journey that most companies take when deciding which SaaS applications to implement first.
Related: Learn more about customer facing processes vs. customer fulfillment processes in the March 25th webinar ‘Accelerate Business Velocity with NetSuite and Salesforce Integration’
Customer Facing Processes
The main impetus behind switching to a SaaS application is because of the agility the cloud brings. Customizations that normally take weeks to get implemented take minutes or days, and can be performed by employees that do not possess an in-depth knowledge of the technical infrastructure of the SaaS system. With that being said, it is customer-facing processes that require application customizations almost immediately because optimizing these processes results in bringing in revenue quickly into the company, thereby enabling CIOs to show rapid ROI of a SaaS application.
It is no wonder that front-office applications such as Salesforce have become one of the largest SaaS vendors out there today. The entire process of converting a lead to a closed opportunity has several steps in between, and may require multiple workflows in parallel. But the journey doesn’t stop there. To keep customers satisfied and retain them, their product needs to be fulfilled, and this is where customer fulfillment processes come into play.
Customer Fulfillment Processes
Once an opportunity has been closed, the process of getting the product to the customer begins. Traditionally, this role has been done by large-scale on-premise ERP vendors, but leading cloud ERP companies such as NetSuite are showing how the complex task of fulfilling orders and realizing revenue can be done faster. Processes such as applying category-specific price and quantity discounts, special tax regulations involving several regions and nations, and fulfillment through multiple delivery options all have several moving parts. Moreover, the task of invoicing the customer, collecting payment, and recording numerous financial transactions is an entire sub-process in of itself and the only way it can be streamlined is through cloud ERP applications.
Optimizing the Entire Lead-to-Cash Process with Cloud Integration
When looking at customer-facing and customer-fulfillment processes together, it is very clear that SaaS apps in both categories need to work hand-in-hand to ensure that an organization’s customers are satisfied, and continue to engage in repeat business. This is why organizations that are starting the rollout of front-office SaaS applications also need to be thinking about rolling out back-office ERP SaaS applications along with a cloud integration solution to tie it all together. In the March 25th webinar, ‘Accelerate Business Velocity with NetSuite and Salesforce Integration’, we’ll talk about a blueprint for integrating both these types of apps together and how the Australian Institute of Management deployed these apps as part of a multi-million dollar IT transformation project.