SaaS: Too Much of a Good Thing for Retailers?

Employees will most likely call your service desk when internal-facing systems flake out. Managing helpdesk tickets is a costly affair, but arming your IT team with detailed information about the health of the SaaS app at issue can reduce the time to diagnose and resolve, especially if the problem is within your control. Maybe the issue is actually due to a WAN configuration change and only impacts a certain location.