We are (also) to blame for complexity

Are we the cause for overly complicated SaaS implementations?

SaaS implementations most often include stretching the product to fit the client’s needs.

The reasons – clients belonging to an adjacent line of business, coverage of business processes not currently supported by the core product, integrations with 3rd parties, missing functionality, user experience, and many others…

Here is my simple framework to simplify complexities:

1. First and foremost – “But this is what the client wanted” does not replace a proper design of a value-added solution to their business problem
   • Get the business problem from the client – understand the value of the solution – build it
2. During the pre-sale, we need to ask the following questions for requirements that are not supported out-of-the-box:
   • Do we fully understand the business problem that the specific requirement solves?
   • Does this requirement belong in the product or in a customised client-specific part of the solution?
   • If this requirement is relevant for all clients, is there a product commitment to support it, and is there help from the product team to define it?
   • Can we build it – do we have the expertise, can it play nicely with the rest of the stack, what are the dependencies…?
   • Here is a difficult one – do we want to support it? Does it benefit us as a business in the short and in the long term?
   • Can our CS team take over and own this post go-live, and at what cost?
3. And we need to set customer expectations correctly.
   • Is the cause of the complexities due to this being a new type of client? The client should be aware that they are, and hopefully join as a design partner.
   • For fixed cost implementations – keep the bespoke pieces T&M or add a buffer, and explain this to the client.
   • Explain the value of implementing a standard solution and the cost of the complex additions. Then explain again.

In my experience, many tech people love complex challenges. But in SaaS implementations, simplicity is invaluable. Invaluable for the client, and invaluable for the SaaS vendor.