The Service Model and the Importance of UX

person using a tablet with an saas model on it

With the speed at which technology is developing, a close relationship with our clients is key to the evolution of our services. The service model lets us stay closest to their changing needs.

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With consumer gadgets setting the UX benchmark for all technological solutions, software vendors have two choices in how they choose to sell their solutions to their target markets.

Some companies choose to create products that customers can buy off-the-shelf and plug into their systems as they see fit. Releasing new products rather than updating older models. Alternatively, they can opt for a software-as-a-service subscription-based model. Developing their products continually and adapting them to new hardware and integration possibilities.

Whilst the software-as-a-service model isn’t new, it is becoming ubiquitous in the UX-driven era of consumerised IT.

The Service-Based Model

Cloudbooking has opted for a service-based model as we believe businesses (our customers) shouldn’t have to put up with legacy tech that doesn’t suit their needs. Working closely with our customer base allows us to implement the upgrades that they feel are most important, like integration with MS Outlook Exchange. As a committed company, the service model empowers the customer. Their voice is reflected in the changes we make, which improve the product and therefore keep customers happy.

The purpose of Cloudbooking above all else is to make people’s lives easier, and a service model suits that aim. Customers expect their feedback to make a positive impact on the tech they use; requests for cross-platform integration, for example, have led us to develop kiosk and mobile platforms that cooperate with the original computer software.

The service model also means that we can develop and grow closely alongside our customer base, rather than launching a new solution for old problems every few years for another fee. Changes to the UX are introduced gradually, rather than surprising customers with an entirely new interface they need to learn all over again! Working over a long period of time to improve the core platform allows us to collaborate with customers more effectively.


Collaboration goes beyond the product to how we deliver it. Customers expect flexibility and scalability from the product, and subscription models to match – there would be no point in developing a convenient product if we didn’t make it convenient to integrate! Making Cloudbooking’s services flexible, with a payment schedule to match, gives customers closer control of their expenses as their business grows or shrinks.

I’ve always believed that we should be able to adopt technology rather than adapt to it. It should make us better at the way we work, rather than changing it. With the speed at which technology is developing, a close relationship with our customers is crucial to make sure we can continue to change our offerings to suit them. The service model lets us stay closest to their needs.

By Gerry Brennan

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