Stephen Lynn

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Dovetail Software: Easy to Use - Ask our Customers

One of the reasons our customers move off of our competitors’ software is because it is easy to migrate from other solutions to Dovetail CRM. Our development staff thinks like customers, so they develop from the perspective of the customer, i.e., how to make their jobs easier. There is nothing like testimonials from our customers, so hear is our latest example . Thanks for the kind words David. Until Next Time, Stephen
Permalink: Monday, September 14, 2009 1:55 PM
Posted by slynn | 0 Comments
Filed under Dovetail Software, CRM, CRM software development, customer service and support
It's About Making the Customer Successful

We have been accused of providing consulting work for free and it is an accusation I am quite proud of. While we are certainly in business to make money, it isn’t all about getting every last dollar from your customers. Take care of your customers, make sure they are successful, and ultimately you will achieve financial success. That is the Dovetail way. We pride ourselves on this approach and I have previously mentioned some examples. But a recent situation was more than just responding to a customer’s request. It was proactive consulting - providing...
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Permalink: Wednesday, August 12, 2009 8:37 AM
Posted by slynn | 2 Comments
Filed under Dovetail Software, forgotten space, CRM, customer service and support
Is SaaS for Everyone?

I had previously written about The Risks Associated with SaaS . Now more on this subject from Michael Maoz, an analyst with Gartner. In his blog post, SaaS is Hype to Most of the World, Dear Western Cloud Watcher , Maoz writes about his conversations with business executives outside the Western world. These business executives asked some really tough questions about the benefits of SaaS and the TCO. “There were intense questions about the true total cost of ownership for complex installations. Simple/static activities like most of the activities...
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Permalink: Monday, August 03, 2009 3:27 PM
Posted by slynn | 1 Comments
Filed under CRM
The Risks Associated with SaaS

People tend to follow trends, and certainly the trend towards SaaS is growing. There is a lot of positives associated with on-demand applications, no doubt, but just like other similarly “can’t miss” opportunities (such as Bernard Madoff or Allen Stanford for investments), companies need to be aware of the risks associated with SaaS. Some of these have been highlighted previously, such as losing control of your data, or the long-term costs associated with SaaS are often higher than perpetual licenses, but one that hasn’t got as much attention should...
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Permalink: Friday, June 26, 2009 10:28 AM
Posted by slynn | 1 Comments
Filed under CRM, customer service and support
Good Technology Does Not Guarantee Good Customer Service

I recently took my car in to the dealership for a warranty issue. The service rep greeted me when I arrived, made sure I had a loaner car, and my car repair was completed when promised. So a successful visit, right? Wrong. As I was driving home, the same problem developed. I called the service rep, he apologized, and arranged for me to return at a later date. But then it got interesting. Two days later I got an email from the dealership. Take a look: Dear Stephen, First of all, thank you for bringing your vehicle in for service at xxx. As a preferred...
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Permalink: Tuesday, June 02, 2009 4:27 PM
Posted by slynn | 0 Comments
Filed under Dovetail Software, CRM, customer service and support
Is Customer Service and Support Still the “Forgotten Space”?

A couple of years ago, Dovetail Software coined Customer Service and Support (CS&S) CRM as the Forgotten Space . It was our belief that CS&S was being ignored by the vendors and senior level executives. From the vendors, more R&D dollars were being put into the more glamorous areas, like Sales Force Automation and Analytics. And senior executives, despite shouting about the importance of providing great Customer Service, saw this function as a cost center, where the goal is to reduce costs as much as possible without alienating customers....
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Permalink: Friday, May 15, 2009 11:52 AM
Posted by slynn | 0 Comments
Filed under forgotten space, CRM, customer service and support
Record 1st Quarter Through Superior Customer Service

In one of our recent blog posts we wrote about how important great customer service is to keeping your current customers during these difficult times. Our just completed first quarter speaks towards the importance of great customer service. We had a record first quarter for Dovetail Software. Customer Service had a lot to do with this. First, we had a 100% renewal rate with all our current customers. Added on top of this, we secured a number of new support customers from one of our competitors. Why were we able to achieve this? Two reasons: 1) We...
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Permalink: Wednesday, April 08, 2009 6:11 PM
Posted by slynn | 1 Comments
Filed under Dovetail Software, Clarify user, CRM, customer service and support
Dovetail Software Expands Customer Support Services

We pride ourselves on our customer service. We walk the talk . Towards that end, and taking our customer service to another level, we are offering two additional services to our Dovetail support package. First, in an effort to bring a tighter link between our customers and Dovetail support personnel, and to ensure customers always have a point person they can turn to with any of their support needs, Dovetail is assigning a Service Account Manager (SAM) to each of our customers. The company will continue to provide its top quality support and allow...
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Permalink: Wednesday, February 18, 2009 3:28 PM
Posted by slynn | 1 Comments
Filed under Dovetail Software, CRM, customer service and support
Maybe Amdocs Should Call Dovetail for Clarify Support

Last week, I blogged about a recent support issue an Amdocs customer was facing. They had contacted Amdocs, but couldn’t get assistance. We helped the customer solve the problem even though we have no support agreement with that customer. Well, we are at it again. Last week, Jorge posed a question on ITtoolbox for the Clarify experts. Seems Jorge “ tried Amdocs' tech support but they said it would require an enhancement ($$$) of their doing.” Not content to have another Amdocs customer go away unhappy, Gary Sherman solved Jorge’s issue. You can...
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Permalink: Monday, February 16, 2009 6:29 PM
Posted by slynn | 2 Comments
Filed under Dovetail Software, Clarify user, CRM, customer service and support
Dovetail Rescues Another Amdocs Customer

How often do you hear how important customer support is to a company? Furthermore, how often do you also hear that “We provide world class support”? Phrases used often by companies. We at Dovetail also believe we provide “world class support”, but we also believe that Actions Speak Louder than Words. Therefore, I always like examples where we can back-up this claim with Actions; even better when this support is provided to an Amdocs customer who can’t get satisfaction from Amdocs, but we at Dovetail are able to help. This week at ITToolbox, an Amdocs...
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Permalink: Tuesday, February 10, 2009 8:11 PM
Posted by slynn | 1 Comments
Filed under Dovetail Software, Clarify user, CRM, customer service and support

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