Why SaaS Implementations End Up “Adopted but Abandoned”
“We brought in a SaaS tool, but no one used it.” “It actually made our work harder.” Have you ever heard stories like these?
The success rate of SaaS adoption is surprisingly low. According to research, about 30% of implemented SaaS tools are abandoned within the first year. As a business owner, you certainly don’t want to waste money.
So why do so many SaaS tools end up “adopted but abandoned”? The reason is simple: the purpose for implementation is never clearly defined.
In many companies, the discussion around SaaS adoption starts with someone on the team saying, “I heard there’s a tool like this.” Or they adopt it because a competitor is using it. This leaves the goal vague from the start.
In this article, we’ll explain from a management perspective how to “identify” the right SaaS for a successful implementation. If you’re a business owner or IT manager struggling with tool selection, this is for you.
3 “Purposes” to Define Before Adopting SaaS
The success or failure of a SaaS implementation is determined by how well you define the purpose beforehand. We categorize these purposes into three types.
SaaS as Business IT: Accelerating Growth
Business IT refers to investments directly tied to revenue and growth. Examples include marketing automation (MA) tools and CRM (customer relationship management) systems.
These tools aim to streamline sales activities and centralize customer data. The key criterion for adoption is “Does it contribute to revenue?”
Well-known examples include HubSpot and Salesforce. Since their impact is easy to measure, investment decisions are relatively straightforward.
SaaS as Management IT: Supporting Decision-Making
Management IT enhances the quality of management decisions. This includes management dashboards and BI (business intelligence) tools.
For instance, tools like Tableau and Looker Studio visualize data, helping managers make quick, informed decisions. The purpose here is “data-driven management.”
However, there’s a crucial point to note: management IT tools are ineffective without well-organized data. First, ensure your core systems’ data is in order.
SaaS as Administrative IT: Ensuring Stable Operations
Administrative IT aims to ensure stable operations and cost management. This includes time-tracking systems, expense management systems, and IT asset management tools.
For example, tools like freee and Money Forward help streamline accounting tasks. Similarly, AssetView and JAMF are effective for managing PC and software licenses.
These tools directly contribute to cost reduction and process standardization, making ROI (return on investment) easy to calculate.
3 “Evaluation Criteria” to Avoid Mistakes in SaaS Selection
Once your purpose is clear, the next step is tool selection. The key here is to have clear “evaluation criteria.” Assess tools using these three criteria.
Does the Purpose Function Align?
The first thing to check is whether the tool’s purpose matches your company’s purpose.
For example, if you’re adopting a CRM to improve sales efficiency, make sure the tool’s features are focused on “recording sales activities.” A tool with too many features can actually complicate operations.
Conversely, if you want a management dashboard but choose a tool specialized for sales support, data integration becomes difficult. Select a tool that fits your purpose.
Scalability and Customizability
Next, consider whether the tool can accommodate your company’s growth.
For small businesses, a small-scale implementation may suffice initially, but user numbers may increase in a few years. It’s wise to avoid tools where costs skyrocket based on user count.
Customizability is also important. Tools that allow no-code configuration changes can be managed without burdening the IT department. For example, kintone and Notion are highly customizable and popular among small businesses.
Post-Implementation Support
Finally, check the support system after implementation.
SaaS adoption doesn’t end with implementation. Whether you can get quick support when issues arise during operation greatly affects user retention.
Key points to verify in advance include: Is Japanese-language support available? Is chat support available 24/7? Are there onboarding support services?
3 Tips to Prevent “Non-Usage” After Implementation
Many SaaS failures stem from post-implementation operations. Even a well-chosen tool is useless if no one uses it.
Prioritize “Ease of Use” for the Team
If the team doesn’t use it, even the best tool is wasted. Before implementation, show a demo to the actual users and ask for feedback.
If many say it’s “hard to use,” consider a different tool. Ignoring user resistance increases the risk of the tool being abandoned.
Design “Hands-On Support” Right After Implementation
The first month after implementation is critical. During this period, design a “hands-on support” system to teach everyone how to use the tool internally.
Specifically, conducting a “hands-on training” session on the first day where everyone tries the tool together is effective. Also, set up weekly progress check-ins to address questions.
Getting through this period makes it much easier for the tool to stick.
Visualize the “Risk of Not Using” the Tool
Finally, visualize the risks of not using the tool.
For example, if you don’t use a CRM, share the risk that “customer information becomes siloed, and if the responsible person leaves, business relationships may be lost.” This heightens the team’s sense of urgency and motivates them to use the tool.
Summary: 90% of SaaS Success Depends on Defining the Purpose
The key to successful SaaS adoption lies not in technology but in “defining the management purpose.”
Why are you implementing it? Is it for business growth, improving management decision-making, or stabilizing operations? Choosing a tool without clarifying this increases the likelihood of failure.
Use the three purposes and evaluation criteria introduced in this article to select the best SaaS for your company. Then, design hands-on support to ensure the team uses it after implementation.
IT is a management resource. It only delivers results when management defines the purpose and works with the team to operate it. Start putting this into practice today.
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