To SaaS (Software as a Service)
- If it fits your requirements or you can change your process to fit the SaaS solution
- If you need it now, and it doesn’t need to be customized
- If you can’t afford to build or buy a complete solution
- If you can easily get your data out of it to compile it into your own database
- If you prepare an exit plan, because with some SaaS solutions, you could get locked in and be at the mercy of their company
To Outsource
- If you don’t have time or do not know how to select the talent your business needs
- If you have limited experience with selecting technology talent
- If you are willing to pay three to five times for something to be developed
- If you are willing to pay three to five times for changes
- If you don’t mind a stranger to your business working on tools used to run it – sometimes this is not an issue, sometimes it is, it depends on how vital the tool is to your business
- If the need is a small piece of a bigger picture
To Buy
- If you find a solution that is perfect for your need or you can change your process to work with the solution
- If you can either automate the loading of data and automate the exporting of data for your other systems
- If the off the shelf solution is a complex piece or service that can integrate into your on-premise solution
To Build
- If you have a good and innovative end to end developer (or two) or tech department than can effectively communicate with the end users
- If you have time
- If you need to be agile and be able to change quickly
- If you want to constantly improve your business processes
Data should never have to be entered manually in more than one place. If you have multiple systems where customers need to be entered in multiple places, it’s time to step back and get a look at the big picture. Approach the challenge strategically and determine how data can and should be exchanged automatically between the systems. If any system cannot meet this need, then it’s the wrong solution.
You need a central database to get a holistic view of the business. If you don’t have this, you will encounter serious inefficiencies as you grow. I have seen it many times, people will develop their own spreadsheets to house business critical data. spreadsheets start floating around via email, data is lost, and reports show up at board meetings with different numbers.
The right solution could be a mix of all the above… the age old question to build or buy is the wrong question to ask. First, look at the process with a senior director or CIO level team member or consultant. Explain the process thoroughly, then ask how things can be automated with a mix of all the above. The key is that your data needs to be easily moved between systems and consolidated in a database of your own for reporting purposes.
One of my latest projects is a hybrid. It involves a policy system developed by a third party, data from a TPA, a SQL database that I designed and built for consolidation and serving reports, and Microsoft Dynamics CRM 2011 Online. Between SQL Server, SSRS, SSIS, and Dynamics CRM we are able to run much more efficiently and effectively while taking on a greater workload, reducing the costs to bring on new business, maintain current business, and increase customer service without increasing employee count. I’ve been very impressed with this release of Microsoft Dynamics CRM, it’s the best CRM that I’ve ever seen and the possibilities to build almost any system a business might need in a fraction of the time and cost is a reality with it.
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