Authored on: Jan 13, 2012
It is tempting to react to the downturn in the
economy by cutting costs across the board, including
investments in customer satisfaction. However,
customers will not put up with poor service in any
economy. Investments in service management today
will not only lead to improved customer satisfaction,
but ultimately customer retention.
Of course, these investments must be made wisely. One attractive option is to deploy service management software using the software-as-a-service (SaaS) model. The SaaS model offers several financial advantages including lower upfront costs, reduced operating costs, and the tax advantage generated when costs are shifted from capital expenditure to operational expenditures.
This white paper examines why companies are continuing to invest in service management in light of today's focus on relentless cost cutting and how SaaS can be of benefit both financially and operationally.