Though more and more businesses are choosing hosted applications, they focus mostly on features and functions of the solution, and fail to pay attention to the after-sales aspect of the contract. It is interesting to note that some stipulations of the contract may end up restricting your ability to access your own company data, secure reimbursement in the event of service interruption, ensure adequate data back-up, or skirt hidden charges. Before signing a long-term contract, make sure you clarify certain key issues:
Technical Support & Training - Usually, in industries other than software, customer support is provided at no extra charge. Service-based providers, who often have to earn customer loyalty on a monthly basis, have an incentive to make sure customers are satisfied with the services. However, as far as hosted CRM is concerned, customers are expected to pay for a relationship with the provider. Some service providers offer a minimal level of 'free' support, but then expect the customer to pay for service or support packages that are better quality. Sometimes these extras increase the monthly bill up by nearly 50%.
Do your research thoroughly when it comes to training your employees on the vendor’s products - there are likely hidden costs here, tucked away in the fine print. Also check if there are any additional charges for live, web-based training. Do not accept a situation where your employees have to use a self-help website only – the initiative will be abandoned by users if they have to educate themselves in such a manner. Another vital issue to look into is about additional charges for new users after the initial deployment of your product (the high turnover rate of the industry implies that new users will constantly have to be added).
Service Level Standards & Guarantees - When choosing a hosted option, you are handing over your customer data to the host. However, the Service Level Standards offered by each vendor vary widely, and some of the largest vendors don’t offer any Service Level Standard at all. Since you are trusting your data and making monthly payments to the hosting company, you deserve have documented data about their responsibilities towards you.
Long Term Commitments & Contracts - Usually hosted CRM providers advertise their 'free trial', and then look to move you towards a long-term contract. Your vendor might simply focus attention on their next sale once you have paid up. One way to reduce this risk is to look for vendors that have a voluntary contracts policy. This way, you are getting something of value in exchange for a long-term contract – usually a price incentive. CRM Today reports:
Believe it or not, hundreds of companies have similar experiences trying to export data from the servers of some hosted providers - whether it’s emails, files or even customer data in a CRM solution, because they neglected to understand their rights in this area. Some providers may hold onto data until all billing issues are settled. But in many cases, it’s standard procedure to take a few weeks to extract and export data (for the convenience of the provider, naturally), and sometimes the format it’s returned in is difficult to port into another solution.
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