When deciding between CRM system on Demand or purchasing an on premise CRM system there is a checklist that you should want to go through: CRM Saas characteristics vs. CRM on premise. The points on the checklist are actually business parameters that you might want to consider when evaluating a CRM system and considering a SaaS solution or an installed base solution.
Is there a Need for a highly customized Solution?
This is a question if flexibility – are you flexible with your processes and will be willing to adapt the standard CRM process that the system is offering? Or is marketing team conservative regarding CRM processes and work methods and would not like to make any wide changes? Normally SaaS system are less flexible than the installed ones.
It is a matter of technology. The web technology is not quite changeable as the traditionally CRM technologies. But it is a question of time before the app technology will catch up and will offer the same possibilities for customizations.
How large is the planned Deployment?
This question relates indirectly with the previous one. With on premise CRM system you are likely to have a long term deployment – you are purchasing a solution that might be customizable and will want to take advantage of the possibilities it offers.
That takes time. With SaaS solution it is the opposite – you are likely to have a relative short deployment. With on demand solution you will likely to adapt the standard functions that the system offers.
Is there a Need to integrate with Legacy Applications?
A legacy application is that which the organization has invested considerable resources. In our case, legacy applications may be database management systems (DBMSs) that serve critical business needs. This is a question of data exchange and IT abilities; you organization is running a system that manages the processes (like an ERP system) and you would like to integrate a new CRM system.
If a legacy application is running, the new solution should be able to integrate with it. This is a very technical debate. Please summon IT teams from both side and lay out your requirements. I recommend that they will prepare for you a kind of document which will specify the abilities for integration, the risks, the limits and the required resources. The results will surprise you.
Are there Features that are missing from the Software?
One may ask this question the other way around – which solution offers the most required features? My experience with on premise CRM systems shows that most organizations use merely 50% of the features offered to them. I am not talking about modules (Sale, leads management, event management, campaign management) but the functionalities that each module brings – the ability to plan a campaign with multiple steps, refer an offer to a lead, the lists and tools of analysis etc.
What is the experience of your IT Team?
Usually the IT administrator is the one who is responsible for the CRM system – is he (or she) capable of handling such a project? With CRM SaaS it will be much easier.
Is there a Need to upgrade a significant Portion of your IT Infrastructure?
Please bear in mind that the CRM on premise are developed to run with the latest OS systems and other server environments. And the question is whether your IT environment is updated. Otherwise you might need to purchase new licenses, new servers, new computers etc.
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