Automation and the art of limiting SaaS platform reliance

In his guest blog post, Zach Chaitman, managing director at Rappid, discusses the challenges businesses face when relying heavily on purpose-built SaaS products for their operations, highlighting the difficulties that arise when evolving needs necessitate a switch in platforms. Chaitman emphasizes the importance of maintaining flexibility, continuity, and scalability in business workflows by decoupling them from platform-specific features. He illustrates how Rappid's use of Retool's Workflows product allows businesses to create platform-agnostic processes, enabling seamless transitions between tools and platforms without disrupting operations. Through a case study involving a customer's migration from Zendesk, Chaitman details how Retool facilitated the development of a custom support escalation workflow that improved efficiency and reduced reliance on a single SaaS platform, ultimately enhancing the customer's ability to adapt to changing technological landscapes and improving ticket response times by 15%.