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SupportIndustry.com’s 2009 Service and Support Metrics Survey Results: A Look Behind the Scenes in Today’s Support Organization, which was sponsored by Parature Inc. and surveyed senior-level service and support professionals, revealed the top motivators for moving to a Software-as-a-Service (SaaS) model. These motivators include eliminating the need for staff to maintain in-house systems (27%), increased efficiency (25%), increased profitability (16%) and greater customer satisfaction and loyalty (14%).

It is benefits such as these that have CRM and support departments turning to on-demand models to benefit the enterprise. According to the survey, 43% of respondents have leveraged SaaS-based models for at least some of their service-related technology deployments, while 32% say they plan some kind of SaaS-based deployment in the coming year.

Why the move? SaaS solutions offer a variety of robust features without the headache of maintaining the system and server. Many companies offering these services have now been around for awhile, taking away some of the fears about vendor longevity and effectively addressing concerns such as security and scalability.

Market data also supports the move to the SaaS model. According to analyst group Gartner, Inc., the worldwide market for SaaS is forecast to reach $9.6 billion in 2009, which represents a 21.9% increase over 2008 revenue of $6.6 billion. Growth will continue over the next several years with projected revenue to reach $16 billion by 2013.

To view the full results of the 2009 Service and Support Metrics Survey, click on any of the following options:

• Watch Webinar 2009 Service and Support Metrics Survey Results: A Look Behind the Scenes in Today’s Support Organization
• Download White Paper

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SupportIndustry.com provides senior level service and support professionals direct access to information on the most relevant areas in customer support, including enterprise strategies, people issues, technology, trends and research. This data enables support professionals to benchmark and improve their customer support operation. More information can be found at http://www.supportindustry.com.