One of the things that takes up a large part of our operational and brain space here at Pearl is managing change. One of the biggest differences between Software-as-a-Service products (like Pearl or Salesforce.com) and the traditional giants like Sage, is our ability to update the software more often.
For a young company like ours, it’s vital to be able to evolve. If we were to wait until we had a perfect, finished, shrink wrapped end-to-end business system before anyone got to see anything, then we’d either have burnt £10million+ in VC funding or we’d have gone bust.
Delivering software over the web, “on demand”, also allows us to react to feedback from customers, both for bug reports and for feature requests. Users of Pearl have nothing to download, and any upgrades are automatically applied to their account. The more we watch people using Pearl, the more we learn about what’s easy, what’s hard and what’s useful in the application. We need to learn and react so that we can bring new clients on faster, and give them a better experience, which of course will also benefit all our existing clients.
SaaS software is by nature organic, and always evolving. A very young system will have updates as often as once a week, especially if it’s in beta release phase and there are enough developers behind it to keep up the pace. We’ve settled down, however, to releasing a major version around once a quarter, which is about the industry standard.
The way that the software is built will also define the way in which changes are rolled out. Pearl runs a method where we can have different clients on different versions of the system, which allows us to give certain users sneak previews of new features, and also get some real world beta testing on upcoming changes.
Change is good for progress, but bad for consistency. It’s unsettling to find that your working environment has been moved about by someone else, it would be like one of your work colleagues rearranging the keys on your keyboard … a hassle to relearn, even if the new position was better. It’s unusual to get major workflow changes in a Pearl update, though. We’ve been building the system for enough years to keep that one nice and stable.
On the odd occasion that you need to change the way that you work after an update, we make sure that we give everyone plenty of warning, and the opportunity to try out the new features on the demo system (which is always on the latest version of Pearl). A recent example is the new way that sales pre-payments are handled. It’s vastly improved, and undeniably a step forwards, but it’s different, so no doubt we’re going to get some flak for it. Please put your suggestions on our Uservoice forum.
So as not to be too disruptive, we aim to update people’s accounts as infrequently as possible. The tough part about this for us is that the longer we leave it between releases, the more change there is. This means more extensive testing, and more of a step up from the previous version which might involve data updates in the background too.
Over the next few months we’re going to be updating the UI (user interface) – the way that Pearl looks and “feels”. We’d like to do this all in one go, but it’s too big a job to catch between two releases, so stick with us whilst some buttons are yellow and some are green!
We’re going to be bringing more and more screens into the “report centre”, which means than you have the power to filter, then export to Excel and PDF as well as viewing on screen (with configurable column settings and a report template designer coming too). This is also part of a re-engineering project that we’re doing in preparation for the launch of our API in the new year.
Our compadres over at Mailchimp are leading the charge with a crazy flurry of new features being added all the time (some would say too fast, and I’m inclined to agree). A lot of changes can be rolled out unannounced – such as a new option for a report. If we told you every new feature that we’ve added, all you’d ever be doing was reading our release notes. You’ll find the handy stuff when you need it.
Here’s what Pearl looked like back in 2007:

Pearl 2007
… and a dashboard in 2008:

2008
And as we near the end of 2009, with full Excel export, PDF reporting, configurable dashboards, Flash charts and a much easier to use interface:

2009