The pros and cons of SaaS
The advent and rise in popularity of SaaS platforms has revolutionised ways of working across industries, including the field of research software. On-demand software places the locus of control in the hands of the client, in an accessible and user-friendly manner.
However, one of the greatest frustrations with the SaaS model to date has been the lack of human support for technical platforms, with users feeling that they have no-one to ask for a helping hand.
Crowdtech’s offering includes support
At Crowdtech we see things differently: While our research software model is certainly based on technology, we don’t believe that the provision of our platform is the end of our client relationship. Far from it.
Instead, we place a great deal of importance on offering support to users at every step of their research journey.
Assistance throughout the research cycle
We have coined this offering a Hybrid SaaS model: ‘SaaS’ because it is a technology-based platform that enables users to manage the full research cycle on their own. ‘Hybrid’ because, unlike most SaaS models, it entails ongoing and accessible user-support, including:
- Operational support
- Panel support
- Wider research support
Operational support: This covers the full spectrum of operational functions, from helping our clients to understand and leverage the technology behind our platforms, to preparing the survey operations, and managing the data output. Crowdtech’s team of IT support managers is ready to help at any step of the way.
Panel support: One of Crowdtech’s strengths is the fact that we offer panel management, which underlies our quantitative surveys and qualitative platforms. On an ongoing basis we help clients to maintain their customer panels or communities, making sure the sample balance is right and that the platform is constantly achieving optimal engagement with respondents.
Full-service support: At Crowdtech our strength lies in technical operational and panel expertise. However, we can also offer full-service research support via our sister company, MWM2, who have a full suite of researchers to help clients right through from design to analysis phase.
Melvin Bechan explains, “If it’s operational or panel support, Crowdtech can help you in-house, as our wide range of technology and support managers are geared towards exactly that. If it’s the full-service research support that you’re after, we can do that too, via our sister company MWM2.”
Help is accessible and fast
At Crowdtech we focus on delivering software that is developed by researchers for researchers. Our platform is not simply about standalone technology. We encompass a full-service team of researchers, project managers and support managers who are available to guide our customers through the DIY research cycle.
As the world embraces omni-channel digital engagement, we believe that support is most helpful when it is accessible via a number of different sources. To this end we offer fast-response assistance via email, phone, chat - or even in-person, when lockdown rules allow.
Bechan sums up the importance of a supportive culture, “We like to help clients out where we can… We don’t just say ‘You paid for 10 minutes of our time and now you’re done’. Instead, we go the extra mile and that’s one of the things that people like about us; one of the things that sets us apart.”