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Due to the simplicity and low start up costs associated with Software-as-a-Service (SaaS) solutions, departments within an organization have often introduced online services with almost trivial ease.
Use of SaaS applications like Salesforce may begin under the radar of corporate IT governance−perhaps initially born from a need to rapidly adopt a customer relationship management (CRM) tool. It's typically managed within the business unit (such as sales and marketing), outside of IT.
While this was and is one of the biggest benefits of SaaS, decentralization also leads to multiple sources and sites of data which are disconnected. In a CRM scenario, for example, sales, marketing and customer service could all be pulling data for the same customer from different databases. They don’t get the unified customer-centric view they need, and the customer doesn’t get the holistic experience they expect.
As a result, many organizations with multiple SaaS implementations can experience a reduction in agility, revenue and cost efficiencies.
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