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Timeline Mapping Of The SaaS Industry

9 mins read

The SaaS industry is a highly evolved structure of basic documentation. It uses complex codes and mechanisms at the backend to bring to the final user, a software, application, or platform. However, the wonders of the digital world did not happen overnight. It took decades for some simple computer codes to take the form of ever-evolving and complicated present-day technologies.

How did the SaaS industry evolve into its current form?

In the mid-90s, the technology of coding computers into performing various functions was becoming quite popular but its industrial application was widely limited owing to heavy costs involved. With time, a lighter and comparatively cheaper version was developed to help speed organizational activities across the globe. Terms like knowledge management were no longer a surprise as they made documentation and classification of all kinds of data and information easy.

The increased and general availability of the facility of radio and internet lead to major changes in the corporate landscape making widespread access of data, knowledge transfer, and global communication even faster.

Years to come shall, however, help these mini techniques to take the form of multifunctional systems.

History of SaaS industry by the years

In the 1960s computer mainframes were developed to share files. This was used by MNCs with governed operations owing to huge cost aspects.

By 1961, MIT came forward with a more stable model of documentation and knowledge management. It was known as the Compatible Time-Sharing System or CTSS.

The following 2-3 decades saw them busy deploying computer technology in the organizational premises.

IT staff was majorly busy getting trained on the usage and installing software that suited business needs.

Communication was global but still lacked inter & intra-departmental chains of command.

The OPEX was on the rise and so were the daily sales targets to cover the costs of ‘computerization’.

The rise of the World Wide Web (the infamous www) was recognized and businesses could now be present online.

Slowly, by 1994, the internet became feasibly available to all organizations and ultimate users helping in global connections and widespread communications.

SaaS industry down the road


Google launches its search engine incorporating tremendous knowledge in the form of articles, links, documents, and UGC (User Generated Content)


Salesforce introduces to the world of corporates, the best SaaS-based cloud platform for knowledge base management


With the entrance into the century of digitization, AWS is formed. Amazon Web Services started providing solutions to customer service issues as helpdesks became viable.


Google Cloud Services was launched to compete with AWS. This gave rise to a free market for the SaaS industry and a global rise in IT sector employment.

The market of SaaS software since the past decade has undergone multiple changes and integrations of all functions into one frame too have been granted importance. CSAT scores are being marked as essential targets and so are the ASAT scores.

Importance of SaaS industry

  • The non-stop generation of data you are undertaking through primary or secondary means is stored, filtered, sorted, and archived safely.
  • Content is acquired, created, curated, and disseminated over all possible platforms of choice a customer has.
  • Continuity of solution delivery is ensured  helping agents pick up where left earlier eliminating any ill effects of agent rotation
  • A historic and current customer database is logged and their experiences, reports, comments, and feedback are analyzed thoroughly.
  • The cost and time aspect of operational costs too are reduced to minimal with the deployment of SaaS software by creating a cloud repository.
  • The automated process makes it easy for both agents and the team members to communicate both internally and externally as well.
  • Secured access to the entire knowledge base, anyplace, anytime with admin’s discretion. This ensures the safety of the crucial most information as well.
  • Compatibility is essential to ensure that your organization’s needs are being properly fulfilled by the software you are using and not being under or over-utilized.

Top benefits of SaaS software for enterprises

  • Automated responses
  • AI chatbot deployment
  • Quick search results
  • Improved FCR, CX, & CSAT
  • Technological solutions
  • Easy user interface
  • Reduced OPEX costs
  • Quick decision making
  • Customer engagement
  • Healthy digitization


SaaS software is now emerging as an essential part of the cloud-based computing market. The high level of customer satisfaction so provided is not just a one-way street as it is constantly monitored and observed by the trainers and experts. Subject matter experts and industry pioneers professional in the field of digital, content, customer, and various other aspects are included alongside fresh talent in brainstorming and ruling out all possible errors and inviting fresh & better approaches.

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