We've been running a software consultancy since 2004. Most recently we have offered services to smaller businesses using our brand Smart Little Web. This works on a lower cost basis, but on the flip side necessitates more efficiency. The main income comes from tightly scoped fixed price website builds & recurring revenues for hosting with care plans. It's our entrance into productized consulting.
So we need to make sure every part of our ongoing relationship with clients is lean. But, here's where we hit a few issues. Billing is handled by Stripe, but Stripe on it's own doesn't do everything we need it to.
Lots of our service contracts are annual, it's pretty common for people's payment cards to have changed, but Stripe doesn't offer an easy way to update cards. Turns out that this is an actual thing, it's called DUNNING. So we end up having to get the client to call in so we can then update their card details over the phone.
Our clients often ask for tax invoices (in the UK this is VAT), but Stripe doesn't allow you to include the key information (our tax registration number) on the auto generated invoices, so we end up having to manually create them.
OK, so that's Stripe. On top of this we use Zendesk to manage support issues/tickets, but Zendesk doesn't do everything we need it to do. When we onboard a new client we need to capture lots of information, using support tickets to request stuff is a complete mess. Once we have the client up and running some of them have opted for a care plan. They get an agreed number of updates to their website per month, but what should take 5 minutes ends up going back and forth clarifying exactly what they want. The whole thing is then lost in a messy email chain in Zendesk.
This crazy combo was making us less than efficient and with such small margins this had to change. So we started trying out different solutions. Nothing quite worked.
At the same time we also launched a new SaaS product, clientform.io, and this was weird. No billing issues, we had built all the payment notifications and dunning into the platform up front. We also had to implement quotas based upon subscription plans. So we got to thinking...
Why not create a SaaS experience for our agency clients?
That's the long and short of it, enter SaaSify.