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| Support is a very critical part of a cloud business. You cannot afford to lose subscribers, after your sales team signs them up. At the same time, you must keep your support costs as low as you can, to manage cash flow. |
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| There are several aspects to supporting a cloud product, that make it much more trickier and complicated than on-premise products. These include: |
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Customers expect free support and more handholding, in the cloud |
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Several changes are done in a multitenant environment, impacting your entire customer base |
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Some critical support items may require dependence on salesforce.com or other partners |
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| In most companies, support is a term loosely used for various areas such as Customer Support, Product Support, Product Maintenance, etc. Support may include: |
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Supporting end-users of your product that have no technical experience |
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Supporting administrators within each organization with some technical experience |
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Fixing bugs in the product, that cannot wait until next release |
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Managing mini-releases of product |
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| We will be happy to tell you how we support our own cloud products such as Mutual Fund Cloud, M&A Cloud and Private Equity Cloud or other multitenant cloud products such as HandsOn Connect, highlighted by salesforce.com as one of the Top 5 Innovative Works on Force.com. |
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| Please contact us at 212 461 2140 or sales@navatargroup.com. We would love to hear from you. |
