Tag Archives: customer service

11/01/2012 Posted in Business Leave a comment

Automation Only Goes So Far–Google Apps Launches 24*7 Phone Support

By Ben Kepes

Awhile ago I wrote a case study about SmartPayroll who are bucking the trend towards automated customer service and support and providing real live people for customers to talk to. At the time it seemed that SmartPayroll were something of an outlier while other vendors were firmly fixated on human-less

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29/09/2011 Posted in Business 2 Comments

Dropping Costs While Still Providing Support–A SmartPayroll Case Study

By Ben Kepes

Over the past couple of years I’ve spent a reasonable amount of time with Asantha Wijeyratne, CEO of SmartPayroll, a New Zealand Payroll provider. I’ve been interested to talk to him, partly because he’s a lovely guy with an interesting business ethic, but also because his business is growing rapidly,

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22/09/2011 Posted in Business 3 Comments

Salesforce Acquires Assistly… Anyone Else See a Disconnect?

By Ben Kepes

News that salesforce has acquired service desk vendor Assistly in a move that many of us had an inkling about well before DreamForce – it seems that dotting the I’s and crossing the t’s of the deal saw it closing after the event. Assistly is a young company that is

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14/04/2011 Posted in Business Leave a comment

ActiveEndpoints and the Tragedy of Rote Delivery

By Ben Kepes

A few weeks ago when the announcement was made of salesforce.com’s acquisition of Radian6, the trend of the consumerization of enterprise IT in general, and salesforce in particular, came up. Another aspect of this discussion is a reflection upon the increasing complexity that salesforce users face – as salesforce has

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04/12/2009 Posted in Business 12 Comments

It’s the Putting Right That Counts – An Open Letter to Net24

By Ben Kepes

An open letter to Net24 – sorry if it makes you wince but I really hope (for your sake) that you think about the issues I raised.. Dear Net24 So I’m pretty pissed off – so sorry if this email gets a bit aggro. We host our website with you

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07/09/2009 Posted in Business, IT, My businesses, New Zealand 3 Comments

Time for a the BNZ Rant, They Don’t Get It….

By Ben Kepes

My fellow blogger Lance Wiggs tends to be a bit of a curmudgeon when it comes to banks in new Zealand, in light of the fact that he’s sitting somewhere in the middle of Africa, I figured I’d take up the baton. I’ve banked with the Bank of New Zealand

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The Author

Ben Kepes is an analyst, an entrepreneur, a commentator and a business adviser. His business interests include a diverse range of industries from manufacturing to property to technology. As a technology commentator he has a broad presence both in the traditional media and extensively online. Ben covers the convergance of technology, mobile, ubiquity and agility, all enabled by the Cloud. His areas of interest extend to enterprise software, software integration, financial/accounting software, platforms and infrastructure as well as articulating technology simply for everyday users. More on Ben

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