IBM acquires Optevia for public sector CRM SaaS play

(c)iStock.com/Graffizone

IBM has announced the acquisition of Microsoft software as a service (SaaS) specialist Optevia, ramping up its offering for CRM SaaS in the public sector.

Optevia’s specialism in Microsoft Dynamics CRM firms makes an interesting avenue for IBM, given how dominant Microsoft is in the public sector. Among Optevia’s more recent customers include Wealden District Council, who announced in October “significantly improved customer services” using Dynamics CRM.

The company

By James Bourne, 18 March 2016, 0 comments. Categories: CRM, SaaS , Software.

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.

85% of CRMs will be SaaS by 2025, research shows

If you are using a CRM, your CRM is most likely hosted in the cloud. If you aren’t using a CRM, you are light years behind your competition in regards to the amount of knowledge you have on your customers and your interactions with them.

Cloud CRM presents distinct advantages versus the traditional model of setting the system up in an onsite data centre. Technology research firm

By CloudWedge, 06 June 2014, 1 comment. Categories: CRM, SaaS , Salesforce, Software.

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.

How government CRM tools are addressing complex public sector needs

Nishant Shah, Senior Analyst, Government Technology

Stories about frustrating experiences with government agencies abound. Typically, they are due to a combination of service delivery failure, lack of transparency, and inadequate communication. Fortunately, many governments are beginning to address these issues with a greater sense of urgency. The need for action is being manifested in new policy and an operational focus on better service delivery globally, with customer relationship management (CRM) tools as...

By Ovum StraightTalk, 17 March 2014, 0 comments. Categories: CRM, Government.

The impact of cloud 2.0 – from CRM to IRM

Although cloud hosting has been a massive boom it’s not necessarily a disruptive technology model.

While Amazon is certainly doing it to a much larger scale than ever before, it more represents an ongoing maturity of the simple web hosting we began in the early 90s. It may now be on steroids but it’s still fundamentally the same virtualized shared infrastructure model.

It’s also still just a technical decision, not one of business transformation. The Marketing and other business...

By cloudbestpractices.net, 28 February 2014, 0 comments. Categories: CRM, 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.

With Salesforce SuperPods public cloud can be private - but should it?

Dr Steve Hodgkinson, Research Director, Public Sector Technology

Salesforce announced a private SuperPod hosting of the Salesforce offering for HP at Dreamforce. This announcement appears to open the door to a more nuanced hybrid delivery model where the distinction between public and private cloud services is becoming a matter of customer choice.

The SuperPod may provide a bridge that enables some customers to access the benefits of SaaS while keeping data in dedicated infrastructure. Enterprises, however,...

By Ovum StraightTalk, 25 November 2013, 0 comments. Categories: CRM, Enterprise, Infrastructure, Salesforce.