Why performance matters for “SaaS” software vendors

December 15 2017 By Posted in Expertise

To keep pace with developments in usage patterns and contend with their customers’ financial constraints, more and more software vendors are adjusting their solutions to SaaS delivery models. In this article we’ll discuss how APM is an essential ally to ensure your SaaS strategy is successful.

 

Adopting a user-oriented quality approach

Customers are seduced by the SaaS model due to perceived lower initial costs, painless upgrades and ease of set-up among other things. However, they naturally expect to be able to connect to the service at anytime, anywhere and in any user context (mobile, tablet, PC, at home, at work, etc). Successfully managing application performance, response times and service availability is therefore key to win over customer trust, build loyalty and ensure satisfaction.

Consequently, as a SaaS provider you need to set-up end-user monitoring in order to guarantee customers optimum service. Indeed, performance can be a key differentiator to set you apart from the competition.

Let’s look at some of the benefits that application performance monitoring can provide:

In production:

  • alerting upon detection of an incident during 24/7 monitoring
  • generation of internal reports on the basis of objective measurements
  • analysis of incidents from the user’s point of view
  • a complete view of response times for every user
  • checks on how new roll-outs affect the user’s experience

In pre-production/study phase:

  • foresight into future needs by measuring performance on the pre-production platform
  • decision aids for validating the outcomes of changes in technology
  • a basis for anticipating counter performance for receipt of new versions

 

End-user experience at the core of your marketing/customer relationship strategy

SaaSCentering your strategy on the users of your solution guarantees them a good experience with your applications, strengthens the customer relationship, and boosts user loyalty.

  • At the marketing level
    Quality of experience distinguishes you from your competitors on the basis of objective metrics about the availability and performance experienced by your users. Such metrics can be shared with customers in total transparency to prove that your services are out performing the competition.
  • With respect to customer care/production
    APM tools measure the quality of service delivered to your customers, check the quality of experience of each user, monitor service level agreements neutrally, and establish a common quality baseline for all of your customers.

 

Guarantee your users an optimum experience

There are various different types of APM tools – or any combination of these – that can help you to audit, track and improve application performance. These technologies are detailed throughout this website, such synthetic monitoring, real-user monitoring and load testing. Beyond the tools, the neutrality and independence of measurements is important and the ability to interpret the measurements and data.

Let’s look at an example of a SaaS vendor who relies on ip-label’s tools to manage application performance.
They chose a solution consisting of several robots on the outer edge of the hosting platform to obtain reports about the response times delivered to users. The robots feed back measurements of the quality delivered 24/7, making it possible for the vendor to build service level agreements in line with the quality of experience delivered to its users. Real-user monitoring was also deployed to provide an exhaustive view of response times for each user, with the output tailored in custom reports.

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