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Enterprise Support Software Primed for Big Increases

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Enterprise Support Software Primed for Big Increases

April 23, 2015

  By Steve Anderson, Contributing TMCnet Writer

If enterprise support software spending wasn't already considered a priority at companies, a new report from Forrester (News - Alert) suggests that it will be in short order. The new reports suggest a major gain afoot in spending, with some examples of that spending already coming into view. Forrester's new study suggests that chief information officers (CIOs) can expect budget increases between four and six percent for 2015, with the total spending on enterprise support software expected to reach $620 billion just by the end of this year.

The United States is expected to lead the spending, the Forrester study suggests, with several major names not too far behind, including China, India, and the U.K. Within this market are some familiar priorities, with analytics being a major factor, as are the various forms of “as-a-service” spending and even enterprise process matters like customer relationship management (CRM) tools. The mobile app spend will likewise see a double-digit growth pattern as mobile becomes more important to overall operations. But Forrester does see one major issue involved in tech price spending: oil prices. With oil prices at surprising lows, it may well have an impact on tech growth. Indeed, if prices remain low, Forrester suggests that actual growth will prove about two percentage points higher than forecast.

Already we're seeing some of this spending in action, as Heartland Campus Solutions ECSI brought in TeamSupport to serve as a new help desk solution. Heartland had seen substantial growth over the preceding decade, and as such had swollen its partnership ranks to over 2,200 colleges and universities. Handling things like student loan servicing, payment processing, tax document services and more, Heartland had a lot on its collective plate. This in turn required a highly-complex operation, with client support teams, separate call centers, and a host of departments. Systems high in complexity often have high potential failure rates as well, so Heartland went looking for a way to better manage it all. That turned Heartland to TeamSupport after evaluating fully 15 different software systems.

That's a huge step, but that's not where TeamSupport's capability ends, rather only begins. TeamSupport can offer screen recording tools to allow those with complaints to show just where a problem is appearing in the system, meaning that those having issues don't need to describe the problem, which can readily result in confusion. Internal social networking for collaboration, customer database options, reporting and analytics tools, and a host of others are just part of what TeamSupport can bring to an operation.

Perhaps more than anything, this demonstrates why spending on enterprise software is so poised for growth; there are so many subclasses in the larger field that it's easy to spend on several different classifications. Plus, there are so many different ways to bring in such tools that most any business is likely to have at least one point that fits. That sheer diversity is likely helping to give the market a boost, and if oil prices stay low as projected, that will be more cash freed up to put into enterprise software, helping to drive further operations down the line.

The enterprise software market is likely to be a big one, with a host of options contributing to overall growth. While only time will tell just how big it can get, the sheer number of possibilities contained therein certainly makes for a bright future ahead.

Edited by Maurice Nagle
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