Stephen Lynn

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We Provide Superior Customer Service! So What, Don’t All Vendors Say That?

We are in the process of re-designing our website. One of the great qualities of our company we wanted to highlight in our new website is our commitment to our customers, and how we truly do provide Superior Customer Service. It h as been our highest priority since the inception of the company. We understand how the customer service process works and we incorporate this knowledge and experience into our own software, process, and structure when supporting our customers. In a recent independent survey of our customer base, 100% of the respondents...
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Permalink: Friday, August 20, 2010 6:24 PM
Posted by slynn | 0 Comments
Filed under Dovetail Software, customer service and support
True Cost of SaaS

Companies continue to jump on the SaaS bandwagon. Most of the legacy on-premise CRM vendors now have a SaaS offering. One of the major selling points SaaS vendors highlight is the low cost of entry relative to the on-premise vendors, which certainly is enticing in our economic times. However, when you calculate the true cost of ownership over a more realistic timeframe, and account for the added upfront costs to customize it to your own environment, it becomes apparent that a SaaS approach is actually much more expensive than the on-premise, or...
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Permalink: Sunday, August 01, 2010 3:10 PM
Posted by slynn | 0 Comments
Filed under Dovetail Software, forgotten space, CRM, CRM software development, customer service and support, Agile Development
Why is Dovetail better? Ask our Customers

We at Dovetail Software are in business to make money like other CRM vendors, but I think our approach to generating revenue is different than our competitors. Our philosophy is to take care of the customers and their success will ultimately enable us to maximize our revenue over the long haul. To this end we often provide free consulting to our customers (see my prior blog post on this) or we might blog about customizations or solutions that might benefit our customers. For numerous examples of these customizations or solutions visit our blog site...
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Permalink: Sunday, July 04, 2010 5:56 PM
Posted by slynn | 0 Comments
Filed under Dovetail Software, customer service and support
Ever Wonder What Happens to Your Customer Surveys

I don’t know about you, but I would prefer a provider not pretend they care about what you have to say as opposed to claiming they care, and then don’t follow thru. We are conditioned to providers not doing anything after the purchase such that we don’t give it much thought when they don’t. More often than not, I don’t respond to providers’ requests for a survey response, but sometimes, because they have a great way of asking for it, or something really good or bad happened, I do respond. So now the provider has raised the bar, especially when they...
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Permalink: Wednesday, June 23, 2010 5:37 PM
Posted by slynn | 0 Comments
Filed under customer service and support
Happy Father’s Day to Me

You know you are going to have a great day when you combine a day of being waited on along with great customer service. I woke up today to some Father’s Day cards, some presents, and a menu to order from IHOP. When my wife ordered breakfast, she reminded the person on the phone to put the strawberry topping on the French Toast. When the person on the phone asked her to explain, she told the person that last time we got this item, they didn’t put the strawberries on top. When he heard that the previous order wasn’t right, he said, “no problem, they...
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Permalink: Sunday, June 20, 2010 9:39 PM
Posted by slynn | 0 Comments
Filed under customer service and support
What Does it Take to Provide Superior Customer Service

I recently read a blog post on Why Small Companies Are Better at Customer Service by Anthony Tjan. In his post Tony points out, “The key difference in these experiences is the common sense and empathy of the small local company. Too much customer service — especially in large companies — has devolved to standard operating procedures and scripted answers delivered with artificial calmness.” I agree that the key differences Tony points out are critical, but they wouldn’t completely explain why companies provide good or bad customer service. It also...
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Permalink: Wednesday, September 30, 2009 5:21 PM
Posted by slynn | 0 Comments
Filed under Dovetail Software, customer service and support
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
Value of Software Maintenance & Support

We pride ourselves on the value we provide our customers for maintenance and support, whether it is on our own software products, or on the Clarify software products we also support. I have written frequently about the level of service we provide, often citing customer examples to back up our claim. We are often asked by customers who are considering switching to our Clarify Help Desk Program why we are better than Amdocs. Here’s what we highlight - First, Dovetail charges considerably less than Amdocs charges for support. In tough economic times,...
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Permalink: Thursday, August 27, 2009 10:26 AM
Posted by slynn | 0 Comments
Filed under Dovetail Software, Clarify user, 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
So How Good is the Commitment of our Customer Support Personnel?

I love talking about Dovetail’s Customer Support. I know it comes off sounding self serving, but if your customer support personnel were as dedicated to the customers as ours are, you would brag about them also. And since I always say “Actions Speak Louder Than Words”, let me use another recent example to demonstrate the level of commitment of Dovetail’s customer service. A couple of weeks ago, one of our customer support personnel (he prefers that I not name him) was at the hospital as his wife was in labor and about to deliver their new son. It...
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Permalink: Monday, August 03, 2009 11:00 AM
Posted by slynn | 0 Comments
Filed under Dovetail Software, customer service and support

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