Sage research validates SaaS
November 23, 2005
A new Sage survey validates both the SaaS model along with new business models for communication and the development of trusted relationships. Guess what? I like this research. Selective key points (my emphasis added):
- 55 per cent of businesses felt that the working relationship with their accountant could be improved. While the differences over money stand out (fees an issue), there were also differences of opinion over the use of technology, communications and the most important criteria for a business when choosing an accountant.
- The biggest likely change to the use of technology was revealed by the fact that 36 per cent of businesses and 37 per cent of accountants would use a hosted service if it meant that data could be shared more effectively between the two.
- Businesses feel that the biggest improvements to the relationship can be made through more frequent communication. 40 per cent of businesses and start-ups want more contact whether it be via telephone, email or face-to-face. Accountants have similar issues when it comes to communication. Third on the list of accountants’ frustrations with clients is being hard to contact (33 per cent).
- The survey also reveals a potentially dangerous disconnect between accountants and businesses when it comes to the criteria a business uses to select an accountant. While accountants believe that clients value quality of service above all else, this does not even make it into the top three criteria for prospective clients. Businesses place most importance on an accountants’ ability to understand their business.
I’ve no idea how much Sage shelled for this research but my readers could have told them all of this and more for free. Nevertheless, I’ve got to give credit where it’s due and we now have some numbers against which to validate some of the things I’ve been saying over the last few months.
It will be interesting then to see how practices respond to the challenges. One thing is clear: the values of trust, relationship and communications will figure ever more highly on the list of how practitioners are measured. It’s not difficult but requires care.
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A sea change at more than one level
November 18, 2005
I see that CNet is now banging the SaaS drum. More significant is the fact that more larger businesses are looking at the SaaS delivery model. In thinking about this, it struck me there’s something glaringly obvious I’ve missed when discussing the value of a SaaS model.
If you can get information over the wire and, in a short time, over SMS, then think about what you could offer your management accounting clients. Instead of sending letters or making calls you could maybe trigger an SMS out of the accounts, saying they need to login to look at the last period’s figures so you can discuss a sudden increase in GPM or an unusual fall in customer service costs. What value could that bring to everyone? And at what cost? 30-50p? What if your client was on vacation and you needed to discuss something urgently? Doesn’t the same delivery mechanism short circuit all those frantic calls? How much does that cost? 60p? What value does it deliver?
Now tell me this. Just how are you going to do that with the existing applications you use? ( I sincerely hope all those that think SaaS is only about a price battle are reading carefully.)
Technorati Tags : SaaS, software_as_a_service
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Light posting this week
November 7, 2005
It’s likely that posting will be light to non-existent this week. Which will please a number of people out there (and you know who you are hehe).
I’m o the road - literally. I have a number of interesting things up in the air at the moment and some great inteviews to be put out as podcasts in the next couple of weeks. They’ll be focused on practice innovation, highlighting initiatives designed to improve client service.
Wathc this space, it will be worth the wait.
