Recent Posts:

Assessing the ROI for implementing a Professional Services Automation (PSA) solution

  • 3 minute read

The intangible benefits of an end to end PSA solution are many and easy to understand.  Placing all your business in one place just has to make life easier, improve data quality and unify your processes.  The tangible benefits however, are a little harder to get to grips with.

But first, let’s think through the investment side before we get carried away with how wonderful life will be.

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5 secrets to exceptional customer service

  • 2 minute read

Good customer service is essential in every business but none more so than in technology companies where support is such an integral part of the deal. Make your customer service exceptional and you will enjoy better customer retention, easier up-sell and gain business through word of mouth recommendations.

  1. Make every member of staff in your business an expert. Providing accurate, complete, and up-to-date information at the right place and at the right time is key to providing top class customer service. There is nothing more frustrating for a customer than finding that the person they are talking to is unable to answer their questions or worse still, gives an inaccurate or out-of-date answer. Enable your teams to provide top class customer service by making sure that everyone has access to the same, real time, high quality business information.  Even if they are out and about. Using a Saas cloud solution will give every member of your team access to the information they need, when and where they need it.
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Multi-tenant cloud applications - our approach

  • 2 minute read

When building a cloud based SaaS application there are lots of decisions that have to be made. One of the most important ones is how you are going to physically support multiple customers on your product.

In the olden days, before SaaS, it was an easy decision. Each customer had their own copy of your system and all operated independently.  In some ways this was an excellent model.  It is infinitely scalable across customers and issuesusage spikes in one installation do not affect any of the others.
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Which application strategy should you adopt when choosing internal control solutions?

  • 4 minute read

A problem that will be pondered by almost every tech company at some point is which application strategy to adopt.  A best of breed solution strategy, where each control area uses the best software available for that specific problem, or an integrated suite or business lifecycle software, where a single less specialised application is chosen to control the entire business. Clearly, there are arguments in favour of each.

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Why ISVs need PSA software

  • 1 minute read

We talk to a lot of technology companies, different ones every day, both here, in the US and as far afield as Australia.  Since we began this journey with Harmony, a discernable pattern is emerging that seemed worth sharing.

Many of the companies contacting us are MSPs, they know they need software to run their businesses and, more importantly perhaps, they realise that they neither have the time nor the desire to write their own software.

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