Introduction
Software as a Service (SaaS) adoption saw tremendous growth in the last 5 years as it enables businesses to user experience, reduce operational costs, and reduce the burden of technology lifecycle management. Leading a multi-million dollar SaaS transition is no small feat—it requires meticulous planning, stakeholder alignment, and the ability to navigate unexpected challenges/issues. In this article, I’ll share my experience leading a successful SaaS transition at one of the top Pharmaceutical companies where we were able to save ~$800K in yearly operations cost by transitioning to a SaaS solution.
**The Strategy: A Phased Approach
\ Embarking on a SaaS journey for an enterprise-grade solution is a multi-year commitment that requires meticulous planning and precise execution. We categorized this journey into 4 key phases:
- Current state assessment
- Vendor assessment
- Building a business case
- Implementation (SaaS transition)
Current State Assessment
Our current Revenue Management application was implemented in 2019 and has not been upgraded since. We analyzed our existing IT infrastructure and operations to identify gaps in user experience, operational inefficiencies, total cost of ownership (TCO) of the platform per year, and opportunities for automation. Through this exercise, we found that our on-prem solution was not only expensive to operate but we also reached the limit of our data center’s hardware capacity required to support future business growth.
Another critical data point uncovered was that on-prem software upgrades were an expensive and time-consuming effort; a typical on-prem upgrade would cost a few million and span across 18 months. This assessment lasted 3 months, and all the information gathered through this process became an input to the subsequent phases.
Vendor Assessment
Before we engaged the SaaS vendors in the market, we thoroughly documented all our requirements spanning - business, performance, scalability, security, integration, support, and budget. Based on this, we issued an RFP (Request for Proposal) to all the key SaaS vendors operating in this space. This phase lasted 6 months and comprised of the following activities:
- Demos from the vendors showcasing how they can meet our business requirements
- Reviewing their case studies and soliciting feedback from their existing customers
- Evaluating their technical architecture and security posture to ensure it meets our performance and security requirements
- Evaluate scalability of the application and ease of future upgrades
- Conduct due diligence on vendors’ financial stability and evaluate vendors’ pricing and contract terms
- Assess the vendor's support and service capabilities
Based on the above activities, we developed a scoring matrix with weighted scores across various categories like pricing, functionality, technical capabilities, security, compliance, etc. We selected the vendor with the highest score and started the vendor due diligence, price, and contract negotiating process. We leveraged findings from the due diligence process for negotiating better prices and contract terms.
Building a Business Case
In order to secure funding for this project, we had to build a strong business case outlining both the financial returns and strategic benefits. Following are some of the key elements that were factored into our business case:
- Current state vs Future state Total cost of ownership (TCO)
- License costs
- Infrastructure cost
- Support cost (headcount)
- Cost of the SaaS transition project
- Implementation(vendor) cost
- Internal infrastructure cost
- Development cost for integrations
- Support for testing activities - base business resources vs contingent labor
- Demonstrate the business benefits and ROI
- Improved user experience
- Faster and low-cost future upgrades allow for quickly adopting new features in the application.
- Lower TCO
- We were able to showcase that the initial investment could be recouped in less than 6 months due to the adoption of new features in the application that help curtail revenue leakage.
- Outline the project approach.
- Showcase KPIs of the project
- Project timeline
- Change management plan
After drafting a thorough business case, we had to gain the buy-in and approval from various stakeholders in the organization and ensure we addressed any key concerns/questions that may arise.
Implementation
After the business case was approved, we took time to develop a well-defined project plan by taking inputs from the vendor and key stakeholders, which included the following key tenants:
Migration & Development Strategy
A strategic migration approach and well-structured development plan ensure minimal disruption throughout the project. This includes:
- Define the duration of data that needs to be migrated to SaaS.
- Outline the archival strategy for data that would not be migrated to SaaS
- Level of data transformation that needs to happen for SaaS compatibility
- Align existing software functionalities with new SaaS application features
- Define a development strategy for customizations when the SaaS OOB features cannot meet user requirements.
- Map out the integration approach, i.e., if existing integrations can be reused or will have to be developed to meet SaaS requirements.
- Lay out the security measures to be implemented as part of the project
Testing Strategy
As with any software project implementation, testing is crucial to ensure the application meets the user requirements and performs as per expectations. Some of the key areas we focused on are as follows:
- System integration testing: Verifies that independently functioning components of a system work together correctly when combined.
- Performance testing: Assess system performance and verify optimal user experience.
- User acceptance testing: End user validate system functionality and if it meets their requirements.
- Security testing: Identify vulnerabilities and ensure compliance with security protocols.
- Bug fixes: Resolve
Training and Change Management
Given the amount of change involved, it is pertinent to have a well-defined training and change management plan to ensure a smooth transition and successful end-user adoption of the SaaS application. Our robust strategy included:
- User Training: Conduct in-person and virtual training sessions, develop user guides, work instruction documents, and training videos
- Change Communication: Keep stakeholders informed about changes, benefits, and timelines.
- Support Resources: Establish help desks, FAQs
Go Live and Hypercare
A successful SaaS transition relies heavily on a well-defined cutover plan and post-implementation support model.
- Deployment: The migration of data and the deployment of code should be well-orchestrated and must follow the cutover plan that was practiced throughout the project.
- Hypercare Support: Establish a hypercare team of functional and technical experts to ensure that users' questions/concerns are addressed in a timely fashion.
- Monitoring System Performance: Track security, uptime, and software usage analytics.
Challenges Encountered
As with any large-scale IT transformations, we encountered hurdles throughout the project; however, through stakeholder and change management, we were able to overcome the hurdles successfully. Below, are a few scenarios we encountered:
- Data Migration issues: Transforming our on-prem data to meet the SaaS application requirements presented some unique challenges, but we were able to overcome these issues by collaborating closely with the SaaS vendor and other vendors that were part of the project. To ensure completeness and accuracy of the migrated data, we implemented a robust data migration strategy like pre and post-data checks, row counts, dollar and quantity checks, etc.
- Vendor Management: Managing multiple vendors that were part of the project presented its own set of challenges around timelines and scope, but we addressed it by clearly articulating the scope for each vendor, conducting weekly meetings with the vendors, and establishing an escalation path.
- Challenges during final migration: During the go-live cutover, we encountered a performance issue with data migration. Luckily, we encountered a similar issue during a dry run in the project, we were able to implement the corrective action we learned from past experience and overcome the issue. This emphasized the importance of practicing cutover throughout the project.
Key Takeaways
- Align IT Strategy with Business Goals – A SaaS transition is not just an IT initiative; it must drive tangible business value.
- Well-defined Implementation strategy – Small, iterative steps allow for flexibility and risk mitigation.
- Prioritize Cost Efficiency Without Compromising Quality – Smart negotiations and budget simplifications can yield significant savings.
- Focus on User Experience – A seamless user experience ensures long-term adoption and success.
Conclusion
The successful execution of this multi-million dollar SaaS transition stands as a testament to the power of strategic planning, meticulous execution, and unwavering focus on business value. Undertaking such a SaaS transition also requires a balance of technical expertise, financial acumen, and stakeholder management.
By adopting a strategic, phased approach, we not only modernized our IT landscape but also realized substantial cost savings. The insights gained from this experience will serve as a valuable blueprint for future initiatives, ensuring that technology remains a powerful enabler of business success. If you’re considering a similar transition, start with a clear roadmap, engage key stakeholders early, and continuously optimize for efficiency.
Are you currently working on a SaaS transition? I’d love to hear your thoughts and experiences in the comments below!
