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Should You Use SaaS Help Desk Software or On-Premises?

saas vs on premises

Remember when companies had no choice but to create their own help desk? Although that was only a decade ago, many business owners are still not aware of the different options available that can
enhance their customer service department. That’s why SaaS help desk software (which stands for Software as a Service) is a total game changer for your company. The software can provide cost-effective tools that can help you run your customer service help desk with efficiency. Are you still wondering which choice is right for your company? Below are some reasons why you should consider using SaaS help desk software instead of trying to host it on your own server.

SaaS Help Desk Software Can Save Your Company Money

One of the most important reasons companies choose SaaS help desk software is because it can save them a substantial amount of money. So instead of getting a bank loan or draining your company’s cash reserves to finance and develop the help desk from scratch, you can spend a fraction of that amount by partnering with a SaaS company.

You may enjoy the convenience of having the help desk servers on the premises but it can be very expensive. Working with SaaS companies can save your company money and prevent you from having to deal with the hassle and stress of building your own hardware and software system for the customer support department. You would also have to shoulder the expense of installing, maintaining, and upgrading the system on your own. Not to mention you would also have to hire skilled engineers to maintain the server.

All the Perks Without Any Commitment

Many companies who offer SaaS customer service software encourage you to try it out with a free trial. For example, our company Vision Helpdesk offers a free 30 day trial to all new potential customers. This gives you the perfect amount of time to try the software and see how it can benefit your company without any obligations or commitment. If you like it, just sign up on a month-to-month basis if you do not want to worry about a long-term contract. However you can check to see if you can receive a discount by subscribing to the service for a year instead of making monthly payments.

Set Up Your SaaS Help Desk With Lightning Speed 

Another reason companies prefer using a SaaS help desk provider is because you can be up and running within a short amount of time. In comparison, it can take weeks or months to develop an in-house help desk since you would have to build the infrastructure from scratch. SaaS help desk system is usually easy to use and install. This means your customer support team can have a fully functional help desk within a couple of few hours. The faster your company can configure the help desk software, the quicker you can get back to giving your customers stellar service.

SaaS Help Desk Software Has Better Security

When you decide to partner with a third party you have to make sure their system is secure, especially due to the high volume of malicious malware and viruses. SaaS help desk software companies usually have advanced security layers to protect your customer’s private information from being compromised in any way. They already have a firewall, anti-viris tools and other security protocols in place that monitor and remove anything that is suspicious or potentially harmful.

Work On Developing Your Core Business

Time is money. For every minute that you’re not wondering how to piece together your own customer support software on your own server, you can focus on your core business. Use that extra time and resources you would save and hire more salespeople or develop a new product instead of wasting time trying to reinvent the wheel.

You Don’t Have to Maintain A Server or Software

Hosting your own servers comes with a long list of responsibilities. Your engineers and IT department have to make sure it is running at all times and that the firewall is working. The employees would also have to maintain the hardware, do routine security updates, and back up the operating system among other tasks. In may also be difficult for you to expand your server when the size of your customers dramatically increase.

When You Should Consider Self-Hosting or On-Premises

Although there are many benefits to using a SaaS customer support software, there are some occasions when it would make sense for your company to have a self-hosted server. For example, if your company is in a highly regulated industry like healthcare or banking, you should invest in one. Enterprise-level businesses that have the extra resources and are able to afford the upfront costs of setting up and maintaining their own servers should also consider self-hosting.

The Big Decision

Ultimately, it’s up to you to decide if you want to use a SaaS customer support software or host one on your own servers. We encourage you to examine what your company needs and think about what would be best for your customers. If you are a small or medium-sized business that would like for your support system to scale along with the growth of your customer base, using a SaaS system can save you a lot of time and money. We are proud to offer the best customer support software and encourage you to try our free trial before you decide.

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Megha JadhavShould You Use SaaS Help Desk Software or On-Premises?
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