Few things can bottleneck your workflow quite like a glitch in the software you’re using.
Whether the entire application is down, you’re unexpectedly locked out of your account, or the specific feature you need to use isn’t responding, SaaS applications aren’t perfect. Because of this, it’s so important you have a clear understanding of the SaaS application support model your tools offer.
Are the support models tiered? Will you have to pay extra for a service representative to answer your questions at a moment's notice? These are some of the questions to consider.
With more SaaS tools within your tech stack, it becomes difficult for businesses to receive IT support. Thankfully, if you choose a SaaS management tool that always keeps the needs of the customer top of mind, receiving support is that much easier.
That’s where G2 Track comes in. Not only is it a complete system of record for your SaaS tools, but our team provides a SaaS application support model that is there for our customers when they need support most.
Types of SaaS application support models
There are a few variations of a SaaS support model that you should keep in mind before signing on the dotted line of a new software contract.
Even though a SaaS application is hosted within a vendor’s infrastructure, businesses still need to ensure that their own users can access that specific software solution. For this type of SaaS support, the networking team will review role-based access controls to make sure that everyone given access has the appropriate levels of usage within the SaaS application.
SaaS applications can be tricky for an IT team to support and customize due to the lack of back-end access. If the team is experiencing a glitch or any sort of tech-related problem, this can sometimes mean going back-and-forth with the SaaS vendor to find and fix the issue.
It’s important to pinpoint which SaaS applications within your tech stack will need the least and most support. This makes it possible to determine where to train and focus the most resources ahead of time.
Also something to consider with IT support is that some vendors can charge a fee for different levels of support. Based on how critical their application is to your business, the level of support businesses choose to go with can vary based on price and functionality.
How G2 Track provides a winning SaaS support model
Users of G2 Track benefit from comprehensive vendor support from the team, no matter what question they have or what issues arise. From having their own account executive, customer success manager, and implementation specialist, it’s clear right from the get-go that the customer feels supported.
Best of all, customers won’t have to pay extra for top-notch support, as dedicated support is all part of the G2 Track experience.
Thorough implementation process
When you sign up for G2 Track, one of the first ways a customer receives support is through the implementation process. Our team walks customers through the step-by-step timeline that not only outlines when check-in calls will take place but also when various integrations are being set up for you in the backend.
Customers are always fully looped in regarding configurations, integrations, departmental setups, contract data entry, and more. There’s also a date scheduled for a comprehensive training session so customers can see exactly how to use each dashboard and feature. Once the onboarding process is complete, a customer success rep is assigned to each customer to ensure ongoing success as they use G2 Track.
One of the biggest values G2 Track offers customers in regards to a SaaS support model is our concierge service. Depending on the plan customers signed up for, they enjoy the benefit of our data experts entering in details regarding their software contracts into the system.
This not only frees up a ton of time for our customers, but it also ensures minimal errors and that every last detail that’s needed to get the most out of G2 Track is in the system from day one.
From contract start dates, to contract owners and renewal dates, it’s all awaiting in G2 Track. We even offer data surrounding contract opt-out dates and automated alerts to keep customers on top of their contract management.
Another way the G2 Track SaaS application support model keeps customers’ needs front and center is with our savings assessments.
These assessments help customers identify potential saving opportunities and where there are new or already existing opportunities to save. These assessments are done by right-sizing contracts, examining licenses that should be reclaimed, products with overlapping functionality, low user sentiment, and so much more.
These assessments will provide information like:
A customer’s average annual software spend per employee
Where a customer’s spending falls in relation to other companies with a similar number of employees
The number of tools within their tech stack and how that compares to other companies
A complete overview of any overlapping software
How many contracts have expired
Spend allocation across software categories
A list of unused licenses and unengaged users who aren’t taking full advantage of their allotted license
Once the savings assessment is complete, customers receive a full list of observations and recommendations from one of our SaaS experts. How they decide to use this data is ultimately up to them!
Using innovative chatbot software, customers can utilize the live chat feature on the G2 Track website from anywhere and at any time. Because of our global team, we can offer a SaaS support model that is always there to rapidly answer questions.
When customers start a conversation with one of our tech support experts, they can receive a response in just a few minutes. No matter what a customer is experiencing, our support model offers help with a moment's notice.
One way that G2 Track offers SaaS support, that is unique to other SaaS management platforms, is through our user sentiment hub. Having this data is not only vital to our customers and their business, but it’s just another way to highlight ways where they can spend their money smarter.
In our sentiment hub, you can know exactly how your team feels about the software within your company’s tech stack, if they find it critical to their day-to-day tasks, and if you're wasting software budget on it each month.
From there, you can see a full breakdown of every tool your company uses and where it falls within four categories:
Replace or retrain: Tools within this sentiment summary are software solutions that employees believe to be critical to their daily responsibilities, but don’t necessarily enjoy using. It’s in your company’s best interest to either replace the software with a different option that has similar features and functionality. A company could also retrain employees on how to use this software in case some of its features aren’t being utilized in ways that they should be.
Consider eliminating: Pay special attention to software that is disliked by employees and considered to be non-critical to their day-to-day tasks. Based on this feedback, any applications that fall within this category should be eliminated, since they don’t provide value to your employees and are wasted SaaS spend.
Renegotiate pricing: There’s some software within your tech stack that employees will say they love to use, but don't find critical to their daily tasks. When this is the case, take a look at the license and cost of the tool. Before the contract is renewed, consider renegotiating the cost or lowering license counts.
Keep and expand: When employees say that software is both loved and critical, it’s easy to categorize it as a must-have tool that needs to be used for the long-term. It’s in your best interest to move these applications onto a multi-year contract.
Alerts surrounding contracts and renewals
How often does your organization miss a renewal date on a contract? As part of the SaaS application support model with G2 Track, customers have an entire dashboard dedicated to alerts that not only pinpoint data surrounding total spend, but also any abnormal spend increases.
For instance, if your business has contracts set to expire at the end of the current month, G2 Track will tell you. The same for if a certain department’s spending has increased substantially month-over-month. Customers can also define how far in advance they’d like to receive these alerts, and how often.
From these alerts, customers can choose to dismiss or view details, where further data awaits on upcoming or automatic contract renewals. For added convenience, these alerts can be emailed to the appropriate contract owner and can also be sent to a specific Slack channel.
Consistent budget overviews
No one likes to go over budget. Especially when it comes to your SaaS budget. Part of the G2 Track support model is showcasing an overview of our customer’s budget in an easy-to-read dashboard.
There, customers can see:
Their company-wide SaaS budget
Their SaaS budget per department
Their fiscal year-to-date spend
How much of their budget is remaining
The start and end dates of their fiscal year
This makes it easy for customers to check in as often as necessary on where they are within their budget, a percentage breakdown of what each department is spending, and if they’re over or under budget.
G2 Track Help Center
If you’re looking for advice and answers from subject matter experts regarding product features, integrations, and workspace settings, there’s the G2 Track Help Center. Customers can easily search through step-by-step guides written by the G2 Track team with helpful instructions and screenshots.
When customers are unsure how to change their privacy settings, invite team members to a workspace, or set up the compliance hub, they can receive straightforward answers in just a few clicks.
Surrounded by support
When it comes to a comprehensive SaaS support model, G2 Track has got its customers covered. No matter what our customers need, or questions that may arise, an expert is available to provide answers, troubleshoot a glitch, or walk them through using a dashboard. All without having to pay extra.
Interested in finding out more about all that G2 Track has to offer? Learn what software you use, who is using it, how they feel about it, and how much your peers are paying for it – for free – with G2 Track Essential.
Mara Calvello is a Content Marketing Manager at G2 with a focus on Design, Human Resources, and SaaS Management. She graduated with a Bachelor of Arts from Elmhurst College (now Elmhurst University). In addition to working at G2, Mara is a freelance writer for a handful of small- and medium-sized tech companies. In her spare time, Mara is either at the gym, exploring the great outdoors with her rescue dog Zeke, enjoying Italian food, or right in the middle of a Harry Potter binge.
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