In Hidile our mode of serving customers is one-on-one, in servicing the customer for the custom-build application we were able to serve our customers well but our commitment was to fix a simple error within an hour, a major error within 2 working days. This is a small challenge when it does service through personal connection but when we decided to do product it was a big challenge.

To us, it is important to know our customers so that we can deliver the quality they expect. so we need an approach like saas which costs less by limiting change management but will restrict the customer from achieving efficiency and managing turbulence in the organization. We need a model that is both one-on-one service and cost-friendly In our research we come across the mass customization approach which is used by many industries in the 

In mass customization, a basic feature application is created and customized as per the requirement of the customer, the customer input is important at a stage through proper communication at the end of the product will be what the customer wants. In the Hidesk project and task management application we use this model so that we can manage the operational uniqueness and the changes in turbulence because of the business models they design. 

In this method, customers can avail of the custom-build application experience with the cost between custom-build and SAAS applications. The challenge to this type of service is high level of customer involvement is required to make this easier we need to analyze the customer businesses and give proper suggestions. The business owner may be unaware of the technological advancements that can reduce operational costs and effort. This type of collaborative effort can remove unwanted implementation and ineffectiveness

The purpose of digitizing the organization is to reduce team effort in day-to-day work. Constantly engaging the team in trying unwanted lot features in the SAAS application can affect employee motivation. Constant monitoring of the system is required and the system you choose should not cost you more when trying your ideas otherwise there will be a long meeting to implement a simple feature. In mass customization value addition is important so a system that is not susceptible to these changes won’t work in high-turbulence operational organizations.

As per Harvard research, there are four models in mass customization collaborate, adaptive, cosmetic and transparent. As per software customization, we should approach it with collaborative and adaptive so that we meet our customer’s requirements through utmost satisfaction when developing Hidesk task and project management tools we thoroughly collaborate with customers to understand the operations in depth.

References

Pine, J.B.: Mass Customization: The New Frontier in Business Competition. Harvard Business School Press, Boston

The Four Faces of Mass Customization- Harvard Business Review