One of the complaints about Software-as-a-Service (SaaS), at least from large companies, is the inability for a customer to modify the software. Enterprises often buy applications based on a database, such as Oracle, and have in-house programmers to make any required changes.

Small businesses rarely have that option, because they almost always buy packaged applications. If the products do allow modifications, outside programmers must be hired.

SaaS applications generally offer more features than most small businesses actually use. However, vertical markets always need things tweaked to better fit users, and resellers often want to help control client applications. Until now, both groups were out of luck unless they had the money to undertake huge programming projects. But in an interesting twist on the “mash-up” idea, HyperOffice now supports developers modifying their software for vertical markets and resellers adding their own look and feel, and a few tweaks, for their customers.

Randy Looper, president of Carolina Regional, a Web development company that's part of the larger Carolina Media Group, said, “We focus on advertising for real estate agencies and high-performing agents, and we used HyperOffice internally. By building on some special Real Estate features HyperOffice developed, we offer our customers a version of HyperOffice we call Real Smart Office. Modified for the demands of Real Estate professionals, the software supports our customers with as few as two users to our largest account with 183 users.”

Carolina Media Group consists of 12 employees scattered around South Carolina working from home offices. Each group manages its own HyperOffice area, and Looper administers all of them.

“Each group has their own calendar, and I combine calendars and know where everybody is and what they're working on,” Looper says. Using HyperOffice internally makes it easy for Looper to convince Real Estate agent clients the value of the collaboration service. “When I give demonstrations, I just show them my account and how we use it, and they all say they've got to have it.”

Supporting resellers and developers wasn't part of a grand plan for HyperOffice, according to Farzin Arsanjani, president of HyperOffice. “We don't have a rigid definition of developers that separates them from customers,” he said. “Resellers have the tools, the training, and the option to rebrand HyperOffice. Some do and some don't.” Resellers also have the closest relationship with customers, so they know what features need to be added or modified.