In the coming week all of our customers will receive an updated version of Oneserve with improvements that will further enhance the service they deliver to their customers.
The updates in our latest release revolve around three core areas – ease of use, greater control and improved visibility. We deliver these quarterly updates because we are a committed Software as a Service (SaaS) provider.
What is SaaS?
Before I explain why we are such an avid SaaS supporter it is worth highlighting exactly what SaaS is:
- Software as a Service (SaaS) is a model for the distribution of software that customers access over the Internet.
- A service provider hosts the application at its data center and a customer accesses it via the internet and a web browser.
- Customers do not need to install or maintain the software.
- SaaS applications are licensed on a subscription basis.
The history of SaaS
SaaS has been around for longer than many people realise, albeit in a slightly different form. In the 1960s companies such as IBM hosted business applications centrally via a service bureau called “time-sharing” or “utility computing” and this played its role for a number of decades.
With the arrival of the internet the 1990s brought a new class of centralised computing called Application Service Providers (ASP). Software as a Service was essentially an extension of the ASP model but with a few key differences:
- ASPs maintained a unique and separate instance of the application for each business but SaaS solutions normally utilise a multi-tenant architecture serving multiple businesses and users.
- Early ASPs focused on managing and hosting software for third-party independent software vendors. SaaS providers typically develop and manage their own software.
- ASPs generally required the installation of software on individual computers, whereas SaaS predominantly relies on the web and can be accessed via an internet browser.
Today the SaaS market is booming with stats suggesting that 84% of all new applications are being deployed via the SaaS model. The strength of SaaS is further echoed by market valuations; in 2014 the SaaS market was worth $37.7 billion but by 2019 it is predicted to surpass $112.8 billion.
The 3 reasons we chose to deliver a SaaS product
Since Oneserve’s inception in 2010 we have been SaaS advocates. Aside from the upfront benefits of SaaS – quick implementation, no upfront costs, no maintenance, minimal security responsibilities – the SaaS model is a very close representation of what we believe in.
1) Client retention breeds success
Our mission is to help our clients “increase client retention through service delivery excellence, whilst eradicating cost”. When we develop a product that recognises the importance of client retention we would be foolish not to recognise this ourselves.
Our customers are at the centre of everything we do. We regularly collect customer feedback to establish what new features and developments they would most benefit from. This then provides direction for our roadmap and helps us to prioritise developments in our quarterly updates.
2) We know our product is good and we want to keep it that way
Technology does not stand still, so in our opinion, nor should your field service management software. Automatic quarterly updates mean each and every one of our clients can go about their business confident in the knowledge they have the most up-to-date software capable of continually delivering an outstanding customer experience.
3) We pride ourselves on our integrity
Oneserve is a very upfront and honest business. As such, the prospect of charging for updates is alien to us. When you buy Oneserve that’s it – there are no additional costs or consultancy fees – just a monthly subscription.
Furthermore, we have worked hard to make Oneserve a very intuitive system, not just for front end-users but also for the Super Users who can configure the software themselves. This further bolsters our passion to deliver a solution which can constantly benefit our clients without any additional cost. For example, if a Oneserve report helps identify that an amendment to a workflow could increase efficiencies, their Super User can make the amendment immediately without external input or additional cost.
Fundamentally, we want our clients to utilise a service management solution that always aligns to their changing business needs and keeps up with technological advances. Software as a Service is therefore the perfect delivery model for us, and we believe, the perfect solution for our clients.