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Why Should Brands Ensure Software Reliability To Remain In Competition?

By Author: Diya Jones
Total Articles: 51

In today’s competitive digital landscape where businesses want to grab the elusive pie of ‘customer satisfaction’, it is software reliability that ensures success. When customer centricity has become the core around which software is designed, developed, tested and delivered, companies have their tasks cut out. The need of the hour is to deliver an omni channel experience to the customers by designing software that is compelling, secure, and robust.

What does it take to make customers happy?

The digital transformation initiatives by businesses and entities have given convenience, communication and speed a whole new meaning. It is ultimately the software that lies at the core of such initiatives wherein complex tasks involving many touchpoints and variables are performed at the twinkle of an eye. In fact, software like Enterprise Resource Management and Customer Relationship Management have redefined how businesses are managed. Also, the advent of advanced technologies like AI, IoT and others has brought in automation, rendering a whole new experience to the business and end customer.

Customers, on their part, have got access to sundry software applications and device platforms to execute a range of activities in a jiffy. The activities include paying for utility services, booking cabs, seats in a restaurant or theatre, and making online purchases among others. Now, since the market is flush with a host of software belonging to every possible domain, customers have a problem of plenty. Given the changing market dynamics, the quest for businesses is to ensure software reliability. In other words, the software should display the following attributes for customers to take note of and possibly stay with.

Robustness: The software should be able to function on a range of devices, operating systems, browsers, and networks without any glitch.

Scalable: It is a subset of robustness wherein software should be able to function seamlessly even when the number of users at a given point of time increases. To ensure the same, the workflow of developing the software should be integrated with a robust software quality testing process, in the Agile-DevOps model.

Security: Arguably the biggest challenge for software quality assurance services is to ensure all vulnerabilities and gaps are duly plugged. Moreover, the security testing aspect should not be a onetime validation process but a continuous one throughout the SDLC. In fact, security should be developed into a culture to be followed across departments in an organization. Thus, if DevOps is about enhancing the quality of software during and beyond the SDLC, DevSecOps is also about incorporating security into the entire scheme of things. Since software stores critical business and personal information, customers should not get at the wrong end of the stick as far as security is concerned. The software testing services should conduct penetration testing exercise to identify and plug security related vulnerabilities.

Rich features: The software should be engaging enough for the customers to take notice. It should come with easy to use interfaces, attractive graphics, visible icons etc. For example, an eCommerce application should have an easy to view product catalog, rich images, and an easy checkout option. To ensure customer centricity, software quality assurance services should provide for the seamless functioning of every feature.

Easy loading: With an increase in mobile penetration and the availability of numerous applications, the attention span of customers has reduced considerably. Software developers and testers have to achieve a fine balance between reducing the size of an application for faster loading and enhancing its features to create the initial connect. In a digital landscape of reducing attention span, the use of software can only increase if it loads and operates fast.

How does the lack of software reliability testing impact a brand?

Should a software application fail in eliminating the glitches by not adhering to software quality testing, the consequences can be telling on the brand.

A bad customer experience can lead customers to stop using the software. This can have a direct impact on the ROI unless remedial measures are undertaken by updating its version.
A compromised software can lead to the theft of critical business or customer data. This can leave customers dissatisfied and angry leading to the filing of lawsuits.
Regulatory agencies can come down hard on such brands by imposing stiff penalties.


As the imprint of software applications increases, businesses can gain customer approval only when the software stands firm on the crucible of reliability, security, user friendliness, and convenience. Unless customer centricity is made the focus of software development, brands will continue to do the catching up – for customer approbation.

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