Moving the help desk to the cloud: Companies reticent to adopt SaaS models

(c)iStock.com/Andrew_Howe

More than two thirds of respondents in a survey from Software Advice currently use on-premise help desk systems despite the prevalence of cloud-based systems in the market.

68% of the more than 200 IT staff and management respondents have on-prem deployments compared to 18% utilising vendor-hosted cloud and 13% hosting on a leased server.

The most frequently used help desk software functionality, according to those polled, is ticket...

By James Bourne, 09 March 2015, 0 comments. Categories: CRM, SaaS , Software.

Autotask hits the skids, leaves customers in the dark

Updated 1357: CRM and business IT solutions provider Autotask has reportedly gone down, with the company citing “a known issue in a few zones”.

The company posted this tweet 18 hours ago at the time of writing, but has since gone deathly quiet to customers’ ire, including not replying to a request for comment from CloudTech:

We are currently working on a known issue in a few zones. If you have any questions please contact support. We will keep you updated!

— Autotask (@Autotask)

By James Bourne, 02 July 2014, 0 comments. Categories: CRM, Disaster Recovery, SLA.

How niche cloud services can compete against the likes of Microsoft and Google

A recent study conducted by Osterman Research revealed the growing popularity of tools like Microsoft SharePoint. Between 2012 and 2014, the percentage of employees using SharePoint within an organization has risen from 39% to 75%.

A major reason for this terrific rise is due to the spurt in the use of intranet applications like document collaboration, file sharing and records management. Interestingly, file sharing on SharePoint (82% of respondents) appears...

By Anand Srinivasan, 11 June 2014, 0 comments. Categories: CRM, Storage.

Salesforce.com bangs the cloudy drum as it makes top 10 software revenue list

Cloud is ‘driving the bulk of change’ in the software market as Salesforce.com becomes the first pure play cloud company to make the top 10 companies for global software revenue, according to analyst house Gartner.

“The software market has been changing shape over the past five years, and cloud is driving the bulk of this change as software vendors acquire and provide applications and infrastructure technology to support the cloud and the Internet of Things movement,” said Gartner...

By James Bourne, 01 April 2014, 0 comments. Categories: CRM, Research, SaaS , Salesforce, Trends.

Second time around: Falling back in love with CRM

It is a truth universally acknowledged that your first CRM deployment is more likely to fail than succeed – 63% of CRM initiatives fail according to a 2013 survey by Merkle Group Inc. Just like your first love, despite the hopes, excitement and expectation, a mixture of naivety and youthful exuberance means the first foray into CRM is unlikely to stand the test of time.

The reality is that first time around mistakes will be made, and the results may be less satisfying than expected. Be honest: with the...

By John Cheney, 27 February 2014, 4 comments. Categories: CRM.

Salesforce CEO Benioff unleashes Salesforce1, cites ‘internet of customers’ future

Cloud giant Salesforce has unveiled its new shiny cloud platform Salesforce1 at Dreamforce in San Francisco, with CEO Marc Benioff stressing the ‘internet of customers’ – the importance of the consumer in a cloud, social and mobile world.

“I’ve never been more excited to be part of Salesforce.com,” Benioff bellowed to the audience of customers, partners and non-profits.

“In the world of the Internet of Things, it’s really a world of Internet of...

By James Bourne, 20 November 2013, 0 comments. Categories: Applications, Consumer, CRM, Forecasts, Salesforce, Trends.

What you might have missed: 5 recent developments in cloud computing

The cloud continues to expand and develop at a phenomenal rate. Here’s a roundup of five recent developments in the field and what they mean for business.

There is a consensus that the cloud and cloud software is now unavoidable. Little surprise then, that vendors and technologists alike are constantly pushing the boundaries to create new products and services.

1. IBM invests $8 million in Spanish cloud data center

Computing...

By John Cheney, 01 November 2013, 1 comment. Categories: Big Data, Consumer, CRM, Enterprise.

New research paper forecasts 2014 to be “year of ERP cloud”

With executives satisfied that they can get a return on investment for low-level apps in the cloud, 2014 is going to be the year when enterprise mission-critical apps will take charge, according to cloudy infrastructure platform provider Virtustream.

The findings have been released in a report, entitled “ERP – The Cuckoo in Cloud Land”, and gives insight both into the ERP (enterprise resource planning) landscape as well as the position of mission critical apps in the cloud.

The report...

By James Bourne, 07 October 2013, 1 comment. Categories: Applications, Big Data, CRM, Enterprise, ERP, Research.

G-Cloud 4 opens its doors for next round of tenders

The Cabinet Office has announced that the fourth iteration of the UK government cloud, G-Cloud 4, is open for business and is accepting submissions from suppliers for its Invitation to Tender (ITT).

Various improvements have been made to the ITT, according to Cabinet Office spokesman Peter Middleton. These include clearer application instructions, for suppliers both new to G-Cloud and for those previously on the ii and iii iterations.

The launch and timetable were posted on the UK government

By James Bourne, 08 August 2013, 1 comment. Categories: CRM, Europe, Government, PublicSector.

Cloud computing saves energy on huge scale, says new study – but how?

Researchers at the Lawrence Berkeley National Laboratory have come up with a model designed to show the full extent of cloud’s energy efficiency.

The report, put together by a research team comprising McCormick School of Engineering Northwestern University and Lawrence Berkeley and part funded by Google, unveils the CLEER (Cloud Energy and Emissions Research) model, described as the ‘first ever open-access, fully transparent systems model for energy analysis of cloud systems by the research...

By James Bourne, 12 June 2013, 3 comments. Categories: CRM, Research.