Doug provided vision "Every SaaS Customer is Entitled to be Successful"
Saas vendors very powerful
Customer Success Software not really for clients, focus is more on helping Saas companies manage services and make more revenue.
More challenging to be a SaaS customers
How can we be helpful Stanford be more successful
IT is moving from being a service provider and more of a broker of services
Having success at scale is very challenging
Ideas of what contribute to Saas success:
1. product - product matches requirements, minimal customization, business model & licensing model
2. project - manage the project professionally no matter how small, governance & compliance
3. partner - implementation partners can help accelerate time to success, can be expensive & risky, augment skills; even vendors don't have all the skills/qualified
4. people - training, change management, community is key
What are impediments to be success?
1. Non IT organizations trying to implement and don't engage IT and have skills and not sustainable support
2. Not one and done with these vendors, always have to upgrade
3. Hard to manage at scale
4. Security - there needs to be education because admin using PCard may accepts terms and agreements may not understand implication because putting Stanford data in the cloud; there is a checklist that one can follow
5. Clients sometimes don't rely on central IT to get work done, now shifting to Saas products
6. A lot of Saas services are reactionary
7. Need to be better with vendor management and manage and know contracts, and not always done very well
8. Core vs. Edge -- Edge is always moving faster than the core; Core needs to enable, support, and help the Edge. Core needs to know what's on the Edge better. Can we work with vendors to help us know who's using?
9. Not aggregating spend; need to collaborate more
10. Can we get a choke point, in the end all have to go through procurement, so how can we get ahead of that? Vendor Management working with Procurement but usually late since when Procurement and Vendor Management is aware, client just wants to get PO through.
11. Faculty/Grad Students don't always operate on same schedule as Core; if Core offers services would need to be 24/7.
Does UIT provide consulting services? Yes, 1 - 2 hour free consulting engagement on business side. There is fee-based consulting on technical side provided by TCG and Project Management. https://uit.stanford.edu/service/saas-consult
Need self-governance, i.e. there is Salesforce Community Practice
Opportunity that we can help
1. Accessible
2. Affordable
3. Compliant
Can go to ISO list of services
Another University has a form to fill out before can go through Procurement to gather info to see if Core should engage to understand the risk
