InformationWeek
Defining The Business Value Of Technology
March 1, 1999
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If small and simple is the mode, why not a "lite" version of a large front-office package? That won't work, many users say. "We need the same power as a billion-dollar company, but we can't afford it," says Wong. "We have unique ways of doing things, unique processes. Just because you're small doesn't mean you're simple."
Vendors and users are scrambling to find the right mix of features and manageability. Printrak looked for a simple package that could handle complex tasks such as call-tracking, customer contract, computer-telephony integration, and links to other enterprise apps. The solution was Applix Enterprise: Not only is it accessible via the Internet, reducing administration costs and simplifying remote access, but it lets users without programming skills tailor it for their needs. "Without having to hire a programmer, I could add things that aren't in lots of other programs," says Wong.
The Internet has also seen a big influx of Web self-service products. Brocade Communications Systems, a 120-employee manufacturer of Fibre Channel switches for the storage network market, is using NetDialog's iCare for its Web site, which the company uses to answer developers and integrators' questions. It's critical for Brocade to provide the kind of service customers require without overloading its small call center.
"Given the limited resources we have right now, it makes sense to leverage a Web site rather than assuming people will be available on the phone to answer the call," says Mike Lovas, Brocade's director of system integration and testing. The software helps the company offer higher levels of service without adding to its IT staff.
GWI Software has taken a different approach by building its software on the Lotus Domino and Notes platforms. The software takes advantage of Lotus' built-in workflow and collaboration features. Because it's on the Domino server, the package requires only a single server and administrator, as opposed to a traditional system based on Microsoft's BackOffice servers. "It pretty much minds itself," says Bowne's Rogovin.
Some vendors have tried to address small businesses' resource issues by hosting applications for them. The principle is simple: The application service provider supplies the hardware and software, and handles all administration and deployment. The company simply pays a subscription fee, typically much lower than traditional implementation costs.
Startup Portera Inc. intends to host front-office applications for emerging enterprises as part of business information portals that also aggregate content and E-commerce. It has unveiled a customer-relationship management package aimed at service providers, with packages for conventional companies to follow.
Services company Millenia Vision Corp. of Mountain View, Calif., is using the product in place of a custom-built application that would have cost several million dollars--this for a company that made $100 million last year. Portera will save Millenia Vision 10% to 20% and free IT resources for its external customers. "That's the beauty of this," says CEO Austin Erlich. "I don't have to manage it. Portera does."
More traditional vendors are hosting applications, too. Siebel is offering SiebelNet, a hosted service, while Corio Inc. is negotiating with several front-office vendors to host their applications.
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