Case Study: Shaklee Negotiates The Right Contract With SaaS Vendors

Shaklee, a leading provider of premium quality, natural nutrition and personal care products, environmentally friendly household products, and state-of-the-art air and water treatment systems, was shackled by an antiquated IT infrastructure that threatened to stymie a company turnaround spearheaded by its new management team. The company decided to implement new solutions, including customer relationship management (CRM), based on the software-as-a-service (SaaS) model to enable faster time-to-market, a reduction in infrastructure, and lower costs. One key to success has been establishing the right contractual terms with its SaaS vendors for security, service levels, business viability, and integration. The SaaS solutions have delivered significant value for Shaklee. In the area of CRM, Shaklee has achieved a 50% increase in first-call resolution, a 50% increase in customer self-service, and a more than 10% improvement in customer satisfaction scores. And SaaS helps Shaklee stay aligned with its commitment to being "green."