Tagged: Service Cloud

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Customer Service in the Cloud (Part 2)

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In my last post, I briefly described the first two levels of maturity in a customer service continuum, using cloud based technologies.  Implementation addresses basic capabilities with a focus on one or two channels with the objective of initial cost savings and improving customer satisfaction...

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Customer Service in the Cloud

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Customer Service in the Cloud One of the biggest challenges facing companies is figuring out how to serve consumers in an environment where customer engagement is rapidly shifting.  Enterprises need to be agile enough to serve their customers through the channel of their choice across...

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Salesforce.com Partner Innovation Award

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Receiving one of salesforce.com’s inaugral Partner Innovation Awards (in impressive company with companies like Accenture, Appirio, Deloitte, Cap Gemini, Bluewolf,  and Acumen) for the transformational program of work I led at Smartsalary was exciting and gratifying, not only for the recognition of the innovative work...

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ProQuest Consulting Acquires Melbourne based In The Cloud

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ProQuest Consulting Acquires Melbourne based In the Cloud Sydney , Australia – June 21st 2012 ProQuest Consulting, a Cloud Services Provider that enables Australian enterprises to move key business processes and infrastructure into the cloud has acquired Melbourne-based company In the Cloud. The acquisition brings...

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Digital Signatures and Electronic Vaulting

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I’ve recently started working with eOriginal, a digital signature and vault solution that has had great success in North America, particularly in consumer lending but also in government, health and transport/logistics.  This sort of product offfers some fantastic benefits for companies that generate significant numbers...

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Internet Chat – Why is Australia behind in adoption?

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At dSales we have been looking a lot at web chat technologies and their application as another sales and service channel – LivePerson is a particularly successful provider that we have been working with especially because of their integration with salesforce.com.   It seems that...