Update: Symantec’s SaaS Strategy
Apparently, Symantec’s SaaS (software as a service) platform, known as Symantec Protection Network (SPN), hasn’t exactly set the world on fire since its launch earlier this year. In fact, Symantec has been unusually quiet about SPN’s progress in recent months.
But that changed last week, when the company described some of the bumps SPN has hit during Symantec Vision — a customer conference held in Las Vegas.
Jeff Kaplan, a well-known SaaS and managed services expert at Think Strategies, provides a recap of Symantec Vision, along with some timely perspective about the past, present and future of SPN.
Frankly, Symantec should be the poster child for effective SaaS systems. The company’s two core markets — security and storage — are two of the hottest areas for SaaS today. But Symantec hasn’t created much buzz in the SaaS world … yet.
Perhaps the company got distracted as it tried to digest the 2005 buyout of Veritas Software. And promoting SaaS initiatives with channel-driven sales is a difficult balancing act for many vendors.
On the one hand, Symantec has worked overtime to include resellers and consultants in the SPN launch and build-out. But on the hand, many small and midsize businesses may wonder why they need a partner to purchase SPN services, when the system requires only a few point-and-clicks to use.
Despite these challenges, Symantec continues to push forward with SPN. The system initially supported online storage management, but security capabilities are coming online soon.
Kaplan and Think Strategies show just how determined Symantec is to succeed in SaaS. But I have to be honest: I’m surprised Symantec isn’t running away with this market. Given their heritage in storage and security, Symantec should have much higher visibility in the SaaS industry.
Thanks for giving my perspective additional visibility. As you know, Symantec and other vendors are facing serious challenges balancing their newfound direct service capabilities with their longstanding channel relationships. This is complicating all of their go-to-market strategies and slowing down their market penetration.
Hi Joe and Jeff. Thanks for the insights – the Symantec vision is ultimately a guiding principle for us independent guys to look at.
Everytime I read strong articles like this there is one word that dominates the page: service.
Is service a technical platform or is it a state of mind ? Perhaps it is increasingly easy for me to offer you an additional item you can buy or rent from me – but will that really be a service ?
I have posted before about the differentiation between commodity products and a service someone will pay for. I believe many vendors esp the big boys have no clue how to convert product availability into a service. Please feel free to quote me but in my opinion:
product availability DOES NOT EQUAL service.
Service is an emotive business deliverable from one person to another. The old adage of “people sell to people” has never been so true. Right now any MSP who can capture the hearts and mind of any customer base will succeed and make margin.
But beware. Increasing availability of different products is not automatically increasing your service. Sure now you may be able to offer mail + backup + network monitoring + storage + VOIP …… But YOUR customer is buying a service off YOU – and you need to be able to look him in the eye (or over a Web session!!) and you need to tell him you did right by offering the product you offered as a service. Choose your partners carefully…..
Life is no longer the break and fix world most of us grew up in. But that does not alter the core factors of a supplier caring passionately about the service a customer receives.
Every day I weigh up whether to offer my happy backup punters something else I could easily deliver over the same platform. But I am scared to dilute what I do – and god forbid – sell my happy punters something that lets them down and screws our relationship.
Its not very catchy but I think I have come up with a new acronym that sums up my vision: GasaaS
– Giving a shit as a service 🙂
Simon
http://www.backup-technology.co.uk
Simon: Good to hear from you. Curious to know if all of your customers are in UK, or if you’ve pushed into other countries as well. If so, which European countries are most acceptive to your services? (And I say services meaning online as well as on-site).
Best
-jp