Just looking at desk.com. I watch the price of Software products every now and then. Lots of pressure on costs by customers, and a never ending quest to show better value for their money. Not sure if it’s just me, but there seems to be a groundswell of hosted SaaS apps at the gates, and I can’t imagine it being too long before a few dams start to burst. The move from CapEx to OpEx (even with hardware) will further drive the change. The business models I’m personally adept at driving from my sordid past - low cost monthly subscriptions to SMBs - seem to be coming to the fore for folks that don’t insist on heavy customisation.
I’ve long thought really highly of 37signals Basecamp for Project Management, Blinksale for Invoicing, Salesforce for CRM and Google Apps. Add VMware’s SlideRocket for presentations, and Socialcast for information flows. Zuora for subscription billing. Huddle as a collaboration tool (just worry they put themselves in Microsoft’s cross hairs but bleating about their claimed supremacy to SharePoint at every opportunity). Today I’ve been looking at desk.com (owned by Salesforce), which is a Facebook/Twitter integrated helpdesk for small and medium sized businesses.
Think it’s neat that the first user in is free, $49/month per full time employee after that and there’s an hourly $1 cost for part time agents. All paid from the next months billing period.
The big needs locally are to keep the data in the UK geography, or worst case in Europe. Then to be able to get your data out in a useful form if you elect to leave the service.
It’ll be interesting to see how the adoption rates trend in the next couple of years.