Graabein asks:
"I'm part of an effort to startup a VoIP provider. We've decided to use Open Source Software wherever possible. Production is not a problem, we can handle the VoIP network itself, POTS termination, web sites, email systems, all the usual stuff. The business side of things is another matter entirely. We need to be able to handle Customer Relationship data, manage subscriptions, handle invoicing and accounts, have a web shop of sorts, online billing, credit card transactions, and more. Whatever system we use has to be able to handle national standards for accounting, or at least be possible to modify to do so. We've looked at Compiere, but our business types are not impressed. Neither am I, for that matter. Requiring an Oracle license is one thing (database independence is 'in development', but it has been for a long time, with no discernable progress), not working properly with Mozilla is another (you need IE to use it fully in HTML mode). What other options are there?"
"Our business types are full of suggestions for supposedly excellent and well suited systems, however they all have in common that they require Windows on the client. If we choose one of those systems our OSS policy is pretty much moot and OSS has been relegated to (some) servers in the computer room and that's about it. I don't mind running these business functions on a Windows server if that is the best system for the job, but having to run Windows on every client in order to access the data is simply not acceptable.
We want Linux and OpenOffice on every desktop. We want to be able to access customer data from a variety of clients, even including Windows. The same goes for Accounting data, HR data, QA data, you name it. Do we have to write our own system from scratch? I'm not sure that is very realistic."
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We had a similar problem at Sparklit (www.sparklit.com if you interested). We ended up developing a CRM from the ground up. We started with something simple and over the years it has grown into a very robust system rivaling anything I have seen.
Every person we have shown it to says something to the effect of "Wow, Why don't you sell this?".
Some of the features are:
Automatic Re-occurring Subscriptions (Discounts/Usage Charges etc are supported)
Automatic Credit Card Billing
Support Incidents/Tickets (with multiple statuses/email notification etc)
Reporting: Revenue/Income/Product growth/Usage etc
User memos/phone logs
Debit/Credit Manager
Fraud Manager
User Output Tracker (Can track a users usage of the site in real-time. Useful for debugging.)
Debt Manager - (Automatic Processes owing accounts through 7 steps "Email Invoice/Snail Mail Invoice/Legal Notices/Collection Agency etc" all without any human intervention)
And much more stuff that is very specific to our system. The point is that you can write a specific app that will perform much better than 3rd party "generic" apps. It is the specific things that will save you time. For example our support request system has a feature that will automatically alert me via Jabber when a support request comes in. It will then analyze the ticket looking for common keywords and suggest a list of "Quick Answers" to respond with. Due to the level integration required with our other systems a third party solution was out of the question. You might find the same.
It's not about the $780 per desktop. Even Microsoft will happily tell you that the licensing fees are a drop in the ocean. However, there are serious cost issues involved with supporting Windows desktops, and anyone that tells you differently is selling something.
That's especially true of a business (like this one) where a large percentage of the employees are going to be doing customer service. They don't need full fledged desktops. A thin client connecting via X to an application server would be far less expensive and far easier to support. A single Linux server (given enough memory) will happily support over a hundred thin clients if those thin clients are just doing order entry and light office tasks.
Not only does the business save a considerable amount of money on software licensing, but they end up with a architecture that is far less expensive to maintain. Software and hardware upgrades are a snap and maintenance is essentially non-existant. If a monitor or thin client fails you simply replace it. Instead of Windows PC technicians you only need a monkey that can be taught which cords plug in where.
On the other hand, it also is possible to mix in a few Citrix servers for those Windows applications that are needed for specialized desktops, so it shouldn't be that critical if there isn't Linux software for everything.
What sort of needs does a big business have? Well, they all need to manage human resources. Most need to track items in their warehouses and perhaps training for their employees. The industrial sector will have many additional needs to track equipment, schedule resources, control work authorizations, and safely take equipment in and out of service. Running an enterprise call system also takes more than a PHP app.
There are dozens of other highly generic needs that I haven't mentioned, but all take extensive effort to set up, customize, and integrate into a business environment. And these things are *mission critical*: millions of dollars can ride on the availability of the software. Open source can eventually get here, but it will have to (first) be written, (second) creep up through small business, and (third) be vetted and pushed by consultants who can make money from long-standing service contracts.
I'm not trying to be pessimistic about open source, but there are many unmet needs here. Don't expect to run a serious business without proprietary software. In fact, be as objective as possible when evaluating software needs for your business... pretend that you have to defend every decision in front of someone who doesn't care about the distiction b/t free and non-free software. Someone who only thinks in terms of money, growth potiential, implementation schedules, and risk. If OSS can't stand its ground here (even with the price advantage), drop it. Don't jeporadize your business, and (if you're working for someone else) don't give your boss a bad taste of what OSS is all about.
Stallman--as much as I support the guy--completely misses the real world when he says that "any business based on proprietary software deserves to fail". Deserving or not, any medium or large business that is not based on proprietary software will fail.
I hope open source can one day address these needs, especially for small businesses and start-ups, but I'm not too worried even if it can't. If Linux becomes good enough in other aspects, these proprietary apps will be made to run on Linux too (and some of them already do). "Mostly" free is good enough for me.
-1, Too Many Layers Of Abstraction