Top Challenges in SAAS Customer Onboarding
SaaS Business models are trending in 2021. In this article, you will get to know the top challenges of SaaS startups.
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SaaS Business models are trending in 2021. The complex combination of the factors, including the political changes disrupting the data processing agreements and the ongoing global pandemic, has indirectly increased the adoption of SaaS business models in different industries.
The significance of measuring SaaS customer onboarding process revelations suggests that 74 percent of customers receive an effective experience and keep their subscription for one year at a stretch. In this blog, you will get to know the top challenges of SaaS startups. Let's discuss them one by one.
Building a Winning Go-to-Market Strategy
The first challenge that the SaaS implementing team has been facing in 2021 is developing the right go-to-market strategy. In case you are looking towards launching and succeeding in a brand new market. With a new customer, you will need the ability to successfully organize and channelize the go-to-market strategy.
Startup founders are always purposefully replacing the website because they haven't done the strategic narrative word for really defining who they are and why they exist.
For the existing SaaS companies, eight-week retention rate of 35 percent or higher proves to be a smart move. Also, considering why people should take their services is a must. However, if you are doing the right narrative work, it becomes a lot easier to plan and strategize things.
Interface Becoming Too Cluttered
When there are too many people and the SaaS interfaces are too cluttered, it causes headaches. More than anything, there are many options before they become familiar with the product. This situation comes up with scenarios revolving around SaaS potentially turning them off from delving into any further.
In many scenarios, you will have to precisely consider the SaaS customer success onboarding to be highly simple. Direct the focus of the users in one direction at a time. When there are too many elements that are grasping for attention, it will lead to many problems.
The next set of problems comes when the customer gets fixed in the onboarding processes. So, you will have to always ensure that users aren't becoming confused or bypassing the processes made to introduce the product.
Hybrid IT Infrastructure
More companies are always aiming for the hybrid IT infrastructure that works as a combination of the on-premises software with the applications. The integration of the SaaS with the existing IT infrastructure turns out to be the biggest hurdle.
Public cloud services always bring in lots of benefits, and failure to integrate the SaaS tools with existing IT tools and software can be enough to negate benefits.
For facilitating cloud integration, it's always essential to consider that service providers and the IT staff will be working closely together. The challenge, in this case, is that there are problems associated with ensuring that they have taken the necessary care for the integration of the SaaS tools with the existing IT tools.
Usually, it happens so that the cloud consulting companies help in smoothing the process by building the connectors and adaptors that integrate the traditional application.
Despite all the connectors working flexibly, there are certain areas where the SaaS integration turns out to be challenging for the IT personnel. You can consider hiring an experienced cloud consulting firm to ensure seamless integration at the beginning of the digital transformation journey.
Improper Channel for Getting the Customer Feedback
This is one of the major customer SaaS challenges resulting from the lack of proactive action. If you wait until the user reaches out to you about having the onboarding issue, it turns out to be too late. Also, most of the people who aren't satisfied will never be taking that time and effort to make a complaint in the first place. It is worth noting that around 40 to 60 percent of new customers test products one time.
Sometimes users figure out how they can resolve the issue. On the other hand, there may be specific use cases of simply ignoring the particular problem with the product. It can still be an issue in the later stage. If you want to build a digital presence then optimize online store for better conversion.
In any case, one should pay attention to the collection of user feedback. Never wait for your users to come back to you and ask you regarding their queries. Ask them whether they are happy with your onboarding process or not.
Also, ask them to share their thoughts on the onboarding process. You will have to ask them if the onboarding process is making it easier for them to understand how to use the product for the attainment of their goals. Depending on the type of feedback, also look at the user behavior and identify exactly how the users are interacting with the product while using it.
The companies opting for the great SaaS onboarding are always in a hurry to get the application up and running. Moving from the on-premise to the cloud turns out to be a time-consuming process and leads to real productivity issues.
Customer service onboarding statistics suggest that the organization that implements structured onboarding witnesses a 60 percent year-over-year improvement in revenue.
When there is no proper management integrating SaaS with the traditional applications, sometimes the result is the work becoming delayed.
However, there is a long process associated with it. There is also another chance that lies ahead in the integration. There is always a requirement of planning carefully for the integration and considering the factors so that there won't be the chances of a delay.
In the SaaS customer onboarding process, if integration is not up to the mark, then there may be many problems leading to serious challenges later. For instance, you may realize that the SaaS and accounting data is not synchronized with the CRM, therefore the users are always uploading the files and making changes in the different systems.
There would be the chance of data leakage, automatic information gathering that isn't actually automatic, and other problems. There may be the chance of the loss of efficiency with the lower productivity, low employee morale, and lost revenue - all of which will be causing negative consequences of poorly executed integration.
The practice that will be best for the successful integration strategy is examining the vendors and not relying on just one approach and methodology. It will be helping in opening different ways for gaining the flexibility to adapt the right solution.
Time Taking Entity for Assessment of the First Success
Whenever users find the onboarding process too technical, long-winded, or complicated, they drop out quickly. In this regard, SaaS products are always supposed to make life easier and not difficult.
You will want to make sure that you are not making users work too long and hard to achieve the foremost success. The longer you make them hang around, the less they will be relying on your product.
You can also improve the time between the client success SaaS onboarding and the first success by ensuring every step that you are taking will ensure success.
One must understand that the reality is that the SaaS process is time-consuming, and when not managed properly, can lead to issues. There are many challenges related to data migration and the process taking longer than expected, all of which require significant bandwidth.
One needs to understand that the niche applications may not be found useful and will take longer than the more popular ones to integrate.
The important point that the companies should plan is to stay ahead with the SaaS client onboarding process integration and remove the factors that lead to the contingencies and delays.
Maintenance of Security Standards
Keeping data secure is one of the biggest concerns in the lives of business leaders and stakeholders. Integration of the desperate software can bypass the important security protocols while paving the way for the data residing in the various cloud servers.
The companies can also be under the deadline for rolling out their new features to the market, leading to further vulnerabilities. The integration must always be applicable for the implementation of strong multi-layered security controls.
That said, there will be the requirement to authenticate access to the organization's infrastructure both in the cloud and on-premise.
Additionally, the data should also meet the encryption standards as well as the most up-to-date security protocols. The best practice for ensuring secure integration is to consider agreeing on the common authentication protocol while offering fine-grained access control and auditing.
Note the key metrics towards the attainment of success are better customer experience and attainment of customer’s set business goals. It becomes mandatory to follow the proper SaaS integrations and remove the loopholes. With that, you can rest assured about getting the expected results in decided time and planned efforts.
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