The focus of the study is the dissemination and satisfaction of customers in the areas of financial accounting, customer relationship (CRM) and enterprise resource planning (ERP): Satisfaction with SaaS software in particular increased significantly during the survey period. While only half of the respondents were satisfied or very satisfied with the solution in 2007, this figure has now risen to 74 percent. At the same time, more and more companies are working with such solutions. The spread of ERP increased from 12 percent two years ago to 19 percent. The trend is rising, as the planning project for the introduction of ERP also increased from 35 to 46 percent. And while just two out of every two companies dealt with ERP as SaaS two years ago, it now accounts for two-thirds of respondents.
Financial accounting: saturation at 25 percent
The interest in financial accounting also increased: in 2007, 13 percent of the companies surveyed worked with a SaaS solution in financial accounting. In 2009, there are already 25 percent. However, from 25 to 15 percent, the proportion of those planning to launch within the next twelve months has fallen. Almost unchanged is the proportion of non-interested people with 62 percent (2007) and 60 percent (2009).
The most widespread are SaaS solutions in the CRM segment. As early as 2007, the proportion of respondents was 28 percent. Today, 58 percent already have a corresponding solution in use. However, growth will not continue at this rate. In the next twelve months, however, still 29 percent want to introduce SaaS as a CRM solution. Two years ago, however, this value was far higher at 52 percent. However, the group of companies that do not plan this is getting smaller and has gone from 20 to 13 percent.
The authors of the study note that overall satisfaction with SaaS software has also increased. In 2007, 18 percent of the respondents were very satisfied. In 2009, this figure rose to 29 percent. In 2007, about 31 percent of the companies described themselves as satisfied, almost every second in 2009. Unsatisfied or very dissatisfied in 2007, just under 32 percent of respondents said that in 2009 this figure dropped to 22 percent. The main reasons for the dissatisfaction are connection speed, security aspects, adaptability, integration and functionality.