Monday, June 9, 2014

Come on in the Pool is open

I recently had a customer ask how we can provide such high quality service for such a low price.  My response was simple, "We apply all we know to every problem, and do our best to remember that you, the customer, expect nothing less than a solution to your problem."

I think that is true, and fits with something all my staff have heard many times before.

If you don't have the time to do it right, when will you have the time to do it over.

But that too, is not the answer, it takes a little more details.  We offer packages with professional services and support for less than half the rates of other professional services companies.  How do we do that?

  1. Open Source - We use Open Source software to the maximum extent possible, for two reasons.  One is that Open Source offers the highest quality at the lowest cost and the other is that we can most easily integrate the applications so we can compose new custom solutions for our subscribers.
  2. Staff Pooling - I hinted at this in the subject of this post.  The fact is that subscribers don't all need the same level of support or professional services at the same time.  If we take the current number of customers and average their needs for support and professional services we get a number of hours per month of demand.  We staff up to that level plus a little bit more so we can cover more urgent needs.  Then we take the cost of that Staff per hour and divide it by the number of customers consuming those hours and add a small profit margin (7%).  We build our packages to be just rounded up to the next higher hour above the average.  The result is that we have compensation for the average number of hours needed by our customers plus a little.  If we get an urgent need beyond the package we price that separately to meet the demand and sometimes we use part time developers on a project by project basis and if it is larger we use a Partner.
  3. We keep all other costs as low as possible, from where we are located, to using the most cost effective Cloud hosting.
Como on in the Pool is open (and affordable)