What are some benefits to choosing a web-based CRM?

Key benefits to choosing a web-based SaaS CRM solution (and true for most other SaaS/cloud business management software solutions) include: 1) predictable low price, 2) subscription model, 3) faster time to market, 4) high availability, 5) good security, 6) anywhere access, 7) access to world-class IT infrastructure capabilities and outsourced IT support.

Potential drawbacks (depending on the solution) include; 1)you must have a live internet connection to access your data (if no off-line capability in the product), 2) you are likely sharing the application and database with others so you often give up management control and lose some of your business flexibility, and 3) you can become beholden to a sole source provider and a proprietary technology. These drawbacks may or may not be of concern (relative to your other options) but are worth contemplating before committing to any long term contract.

Given the technology aspect to be the ante – deployment, uptime, security, and infrastructure – both platforms will have to play on the same field. I assume you meant the above when you ask if it is worth trusting.

So the key questions then are: what is the core difference between SaaS and on-premise platform? Where is the best business value being created? And which providers truly leverage those platforms’ strengths while minimizing downside?

To answer the value question, this is not created on day one of CRM deployment, but rather through ongoing “living, breathing” improvements in data, domain expertise and functionality. Some examples are:

1. Getting value-added data in/out/transformed to add powerful insights to users
2. Incorporating domain expertise to make the system “come alive” for your organization
3. Adding valuable features and functionality beyond the base system

At their core, SaaS is a shared, outsourced model while on-premise is captive. One significant benefit of SaaS is the ability to access the marketplace for these improvements as you need it, when you need it, cost-effectively to help evolve your solution to extract this business value. Such knowledge could exist in one place – at a price – but the knowledge is more likely to be scattered.

Ask about and evaluate the CRM provider’s options that will allow growing beyond your implementation needs. In this regard, note that while SaaS providers lead the pack – understandably leveraging the core differentiator of the platform – on-demand versions of on-premise systems are also getting on board.

In conclusion, think beyond “go-live” date, and build a 12-24 month plan to evolve your CRM system to fit user needs based on feedback reflecting your unique experience. It may be a SaaS solution or not, but certainly one that will be ready to grow with you.

Much depends on how and where people need to access information. An accountant working in a office doesn't need web access, but one who works from home may. Sales people who travel are more likely to use SaaS than inside sales rep calling from their desks. Customer access to orders, etc. is suitable for SaaS.

About 12 years ago the first Application Service Provider (ASP) models appeared. There were typically independent companies running someone else's software on their servers, providing online access to the end user. Security was a major concern because it was hard to vet these companies. The data was with the ASP, not the vendor. One wasn't sure whether their data was safe and/or whether the ASP had the technical capacity and knowhow to maintain operations 99% of the time.

Today vendors host their own applications, typically on hardware leased from Level 3, Amazon.com, Google and others who maintain the servers and guarantee uptime. Though life isn't perfect, the last thing one of these guys wants to happen is for someone to hack into your data. You still need to vet your vendor, and you want to ask about generating your own backups of data that reside inhouse.

#1. Practicality. Unless you live and breath maintaining software programs then don't go buy more software programs.

#2. No upgrade issues. (Robert nailed this one) A good CRM will always provide you the latest of the latest.

#3. Mobility. True, more CRM vendors are adding mobility to their solutions, however SaaS means accessibility from anywhere, anytime.

#4. See #1...

The bottom line: Let someone else handle the software, hardware, updates, backups, etc that is inherent with computer programs. Find a solution that caters to your users and one that fits your business intelligence and data management needs, and then engage. Take the time to investigate several solutions and, when you commit, jump in with both feet as if your decision is the best decision you could make...it probably will be.

The pros of SaaS definitely outweigh the cons.

Keep all information in the hands of the company and keep it secure. Avoid upgrading issues, hosting issues, and anything else related to managing it on your own. Enjoy the perks of accessing it from anywhere, and being able to pay-as-you-go with it.

If you look at SaaS like WORKetc, they are $30/month/user, and the application is effectively useable to manage your entire business. Under one system you can manage every aspect of your business (from CRM, to PM, to billing), and store all data related to your business on WORKetc, and always be able to access it when you need it. 99.99% uptime. You can easily download all your data and store it as well, but the beauty of SaaS is keeping it within the internet so no one system is reliable for it.

The benefits of choosing a web-based CRM include:
1. Access from anywhere
2. No need to install any software, or updates
3. Secure data
4. No big hardware expense
5. Expand or reduce the number of users easily and quickly
6. Pay for what you need

Also, web-based CRM is not just for businesses that have multiple users. For all the reasons I listed, web-based CRMs work really well for solos and freelancers. CRM programs in general allow you to centralize your prospect and client information, as well as your phone calls, tasks and calendar. These features help anyone (and everyone) be more organized, so don't think CRM is for big businesses!

The key to successful CRM implementation is choosing the right CRM that fits your needs. You will find all of them have the basics, so what makes them unique is how well they conform to the way you run your business.

I think web-based CRM offer an incredible number of benefits, and only if you are a business with high-level IT skills and the money to maintain your own hardware, and the responsibility for data security and backups, then you can choose to keep your CRM local. I'd rather deligate that to the cloud!

Here are some benefits to using Microsoft Dynamics CRM online:

1) Built in integration with Microsoft SharePoint.
2) Fast response time.
3) Less expensive to get started than on-premise.
4) Disaster Recovery is taken care of for you.
5) Same functionality as the on-premise (same integration to Microsoft Outlook, SharePoint, etc.) All the Sales, Marketing and Service components.
6) You can login from anywhere you have an internet connection.
7) You can connect with your mobile device.

Contact us for more information at sales@crestwood.com