Beware the Hype for Software as a Service

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Myth 3: SaaS is quicker to set up. This is like Ikea saying its furniture is easy to assemble. One look at the lopsided bookcase in my den proves that little theory wrong. The same goes for software. Sure, if you've got a basic setup, then no problem: Just flick the switch and go. But what if your needs are more complex? What if you need customization? Snazzy reports? Integration with other systems? Now you're adding complexity. And whether an application is sitting on a server in Taiwan or a server in your office, someone's got to do the work.

Myth 4: Your data are secure and backed up. Baloney. They're about as secure as the personal data on 650,000 customers lost by GE Money (GE). Or that confidential Al Qaeda data left on a train by a British intelligence agent. Or Willie Randolph's status as the Mets' manager until about a month ago. I don't care how many redundancies and data centers and encryption are baked into the system. Accessing your data over the Internet in 2008 is fraught with risk.

Myth 5: You've actually been using SaaS for years—look at your bank account. Right. And when my SaaS vendor is backed by the Federal Deposit Insurance Corp., maybe this story will hold. But in the meantime, what if I've got a billing dispute with you, and you decide to shut off my service? What if you send me my data on a CD, and I can't even open the data because I don't have your application? What if the government or some competitor subpoenas you for my information? What if the unthinkable happens and, gulp, my Internet connection goes down. Gasp. How do I get my work done? Yes, I realize that we've "hosted" our financial data with banks for many years before SaaS. But we're talking a totally different set of rules, so let's not even go there, girl.

For many business owners, Software as a Service is a great option. There's no question that it's going to be a big part of our future (BusinessWeek.com, 7/18/08). Salesforce.com (CRM), Intuit's (INTU) Quickbooks Online, Citrix Systems' (CTXS) Citrix Online—all are excellent products, and lots of companies use them well. But let's tone down the hype a little. SaaS isn't, and won't be, for everyone. It's just another option for getting stuff done. Consider it if it matches your needs. That's why there are so many different kinds of cars. They'll all get you to the same place. Of course, you'll still look like an idiot if you get behind the wheel of a Hummer.

Gene Marks, CPA, is the owner of the Marks Group, which sells customer relationship, service, and financial management tools to small and midsize businesses. Marks is the author of four best-selling small business books and writes the popular "Penny Pincher's Almanac" syndicated column. He frequently speaks to business groups on penny-pinching topics. More penny-pinching advice from Marks can be found at www.quickerbetterwiser.com.