News Application v2 11/12/08 12:24 Page 12
ESPs play lesser role
Organizations are experiencing project “Due to the increasing use of SaaS for
savings of 25 to 40 percent by CRM, ESPs — which include business
deploying CRM applications in a consulting and system integration
software as a service (SaaS) model, services — will have less influence on
according to Gartner Inc. Gartner said CRM processes as SaaS accelerates,”
that its clients were making these said Michael Maoz, vice president and
savings from reduced application distinguished analyst at Gartner. “This
expense and lower implementation could result in an erosion of customer of their products.
costs. satisfaction among large enterprises
that invest in SaaS solutions unless Because SaaS applications lack
Much of the savings that organizations they invest their own resources to sophistication in BPM and process
are making is a result of a lesser measure and manage long-term CRM design, and due to the absence of
dependence on large external service process improvements.” ESPs offering business process advice,
providers (ESPs), which typically help the growing spread of SaaS CRM
businesses improve customer Gartner expects a similar drop in applications threatens CRM efforts.
processes as part of the CRM customer experience scores from “There will be significant savings in
engagement but which play less of a midsize businesses. They’re a stronger infrastructure and resource costs in
role when SaaS is involved. Among the target for SaaS offerings, and they migrating to SaaS, but to put that
top 100 SaaS deployments in 2007 and rarely use ESPs for business money to work in customer process
2008, fewer than 10 percent involved a consulting skills. improvements, careful performance
large system integrator or an external Mr. Maoz said that many projects that measurement of ‘before’ and ‘after’
enterprise business consulting team. involve complex customer service project spending will need to be
This would indicate that the role of contact centers are reported to be “on performed,” Mr. Maoz said. “If this
ESPs in designing, measuring and hold” until better references are does not happen, then the savings will
driving CRM process improvements available from the large enterprise be shortsighted, as they will not
will diminish at enterprises deploying application vendors that are in the improve the relationship with the end
SaaS solutions for CRM through 2012. process of releasing a new generation customer.”
Promoting proactive management
Symantec has introduced Veritas Operations Services proactively new risk profiles more quickly and our
Operations Services, a new cloud manages the storage and server customers can realise value almost
computing-based online services environment to deliver rapid time to effortlessly.”
platform to help organisations identify value and expands the Symantec
hidden risks in their data centres – portfolio to help organisations secure Delivered via a cloud computing
improving service availability and and manage their information. model, Symantec’s Operations
increasing productivity of the Services tracks best practices, optimal
operations staff. Veritas Installation “Until now, most data centre operators configurations, hardware compatibility
Assessment and Veritas Storage have been in break-fix mode,” said lists and software compatibility lists
Foundation Health Check are the first Rob Soderbery, senior vice president for Storage Foundation, Veritas Cluster
two services immediately available, of the Storage and Availability Server, leading operating systems and
providing an alternative to traditional Management Group, Symantec. “With array-based software. A collection of
reactive operations models and Veritas Operations Services, Symantec web-based services use this
enabling IT organisations to perform delivers a visionary management intelligence to identify data centre
prioritised, preventative maintenance model that will find risks before they risks and improve productivity of
using the latest known good strike and guide remediation to ensure operations teams as they try to deal
configurations, best practices and data speedy intervention. We chose a cloud with the new data centre architectures
centre risks. Symantec’s new services model because we can deliver and scale.
12 | DATA CENTRE SOLUTIONS | www.datacentresols.com Winter 2008
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