Keeping things simple…

I've spent a lot of time recently speaking with some of our customers and partners about the kinds of services that they would like to see us deliver in the future. Almost universally the feedback I receive is to make our services more integrated e.g. providing a single logon to our Exchange and SharePoint services and to ensure all of the services provided can be managed through a web-based portal.

It often feels that life is getting more complex with more demands on our time and having the ability to do the things you want, when you want, is really important. I know how frustrating it can be when you need to make something happen and the call centre you need to speak with to get the task completed is closed. I recently lost my bank debit card and whilst I can do most things through my bank's web site I couldn't order a new card and I always seemed to remember I had to call them just after they closed at 8pm...

In talking with potential new suppliers for future services I've been amazed at how complex some of the pricing and licensing models can be. I like to keep things simple and offer straight forward per using per month pricing where our customers pay for only what they use. I have been completely confused on more than one occasion in the last month when presented with a pricing models for Fax-to-Email services which have complex mix of revenue share, usage charges and fixed monthly fees. It has really brought it home to me the costs and time involved in purchasing a new solution for.

At Cobweb we are committed to developing new services which integrate together and which can be managed at a time to suit you with simple pricing and which are easy to buy. So I'd love to hear of your horror stories in trying to buy new IT solutions and companies and services that you think are doing a great job in making it easy to buy their products.

Comments

[JamesH]

Thought this was an interesting article in the context of the above...

http://www.eweek.com/article2/0,1895,2214202,00.asp

[JamesH]

Great post Michael. The 'drive for simplicity' certainly reflects my experiences in technology businesses over the last 20 years. It also remains the essence of the big technology battles today and I think is very much illustrated in the way that Microsoft and Google are constantly squaring up to each other.

Personally I believe Google has stolen Microsoft's mantle when it comes to 'simplicity, which is probably why it is now topping $700/share. For me, much of Microsoft's approaches are stuck in the 1990s and are really starting to look and feel clunky and complex as a result of over-engineering and traditional desktop orientated thinking. I guess this underlying complexity presents some real challenges to you guys in trying to present 'simple' options to your customers.