The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
There is a tendency for some SaaS/Cloud vendors to think that Customer Support is the same as it was in the traditional sector, only with less demand and therefore a significantly lower staff. The core of that mis-perception is that Support is an unfortunately necessary evil, the group that only deals with problems resulting from breaks and interruptions in service…

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The role of Support in the SaaS/Cloud era desperately needs to be reinvented. The reputation of the group hasn't changed despite the advantages of SaaS, it's still about waste rather than generating value. What's needed is a complete redesign of the functional elements of the entire company. Support is a core strategic issue, and to bring that fundamental shift into reality will require leadership and clear vision from the senior management team.

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