{"id":12683,"date":"2015-03-09T00:50:32","date_gmt":"2015-03-09T00:50:32","guid":{"rendered":"http:\/\/www.cloudcomputing-news.net\/news\/2015\/mar\/09\/moving-help-desk-cloud-companies-reticent-adopt-saas-models\/"},"modified":"2015-03-09T00:50:32","modified_gmt":"2015-03-09T00:50:32","slug":"moving-the-help-desk-to-the-cloud-companies-reticent-to-adopt-saas-models","status":"publish","type":"post","link":"https:\/\/icloud.pe\/blog\/moving-the-help-desk-to-the-cloud-companies-reticent-to-adopt-saas-models\/","title":{"rendered":"Moving the help desk to the cloud: Companies reticent to adopt SaaS models"},"content":{"rendered":"<p><em>(c)iStock.com\/Andrew_Howe<\/em><\/p>\n<p>More than two thirds of respondents in a survey from Software Advice currently use on-premise help desk systems despite the prevalence of cloud-based systems in the market.<\/p>\n<p>68% of the more than 200 IT staff and management respondents have on-prem deployments compared to 18% utilising vendor-hosted cloud and 13% hosting on a leased server.<\/p>\n<p>The most frequently used help desk software functionality, according to those polled, is ticket management (66%), followed by reporting and analytics (51%) and live chat integration (45%). The respondents also noted how software was having a positive impact on performance at the rest of the company; the vast majority of options had a more than 90% swing towards positive, with software problem resolution time (95%), first contact resolution (94%) and support staff productivity (93%) the most popular.<\/p>\n<p>For 2015, more than two thirds (68%) said they expected a &lsquo;moderate&rsquo; increase, with 16% predicting a significant increase and the remainder expecting a drop. The report argues this is the case for various reasons; not only do staff expect greater productivity, but customers also have higher expectations for the service they receive.<\/p>\n<p>The report, which was funded and conducted by Software Advice independently, argues that while the CRM software market is dynamic, it creates a varied market, causing confusion for first time buyers. As a consequence, the company arrives at a list of best practice tips:<\/p>\n<ul>\n<li><strong>Define the scope of use:<\/strong> Working out whether it will be an internal employee-facing or external customer-facing service is important, as more specialised solutions could provide a better fit<\/li>\n<li><strong>Identify which business goals the software must address<\/strong>: Is the software going to address specific KPIs, or have a broader goal of improving the overall customer experience?<\/li>\n<li><strong>Determine integration requirements<\/strong>: Are you going to use CRM suites that offer help desk functionality baked in with other applications, or is it a variety of best-of-breed software tools?<\/li>\n<\/ul>\n<p>The most intriguing point, however, concerns the consideration of both SaaS and on-premise. Even though the majority of survey respondents go with on-prem, cloud is becoming more of a factor &ndash; and this has to be considered, the researchers argue, although noting companies who continue with on-prem will have specific reasons for doing so, such as complex integrations with other software platforms.<\/p>\n<p>You can find the full report <a href=\"http:\/\/www.softwareadvice.com\/crm\/userview\/help-desk-report-2015\/\">here.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>(c)iStock.com\/Andrew_Howe<br \/>\nMore than two thirds of respondents in a survey from Software Advice currently use on-premise help desk systems despite the prevalence of cloud-based systems in the market.<br \/>\n68% of the more than 200 IT staff and management resp&#8230;<\/p>\n","protected":false},"author":50,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-12683","post","type-post","status-publish","format-standard","hentry"],"_links":{"self":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts\/12683","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/users\/50"}],"replies":[{"embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/comments?post=12683"}],"version-history":[{"count":1,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts\/12683\/revisions"}],"predecessor-version":[{"id":12774,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts\/12683\/revisions\/12774"}],"wp:attachment":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/media?parent=12683"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/categories?post=12683"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/tags?post=12683"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}