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The latest news and insights from the HarmonyPSA team

Assessing the ROI for implementing a Professional Services Automation (PSA) solution

The intangible benefits of an end to end PSA solution are many and easy to understand.  Placing all your business in one place just has to make life easier, improve data quality and unify your processes.  The tangible benefits however, are a little harder to get to grips with.

But first, let’s think through the investment side before we get carried away with how wonderful life will be.

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5 secrets to exceptional customer service

Good customer service is essential in every business but none more so than in technology companies where support is such an integral part of the deal. Make your customer service exceptional and you will enjoy better customer retention, easier up-sell and gain business through word of mouth recommendations.

  1. Make every member of staff in your business an expert. Providing accurate, complete, and up-to-date information at the right place and at the right time is key to providing top class customer service. There is nothing more frustrating for a customer than finding that the person they are talking to is unable to answer their questions or worse still, gives an inaccurate or out-of-date answer. Enable your teams to provide top class customer service by making sure that everyone has access to the same, real time, high quality business information.  Even if they are out and about. Using a Saas cloud solution will give every member of your team access to the information they need, when and where they need it.
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Multi-tenant cloud applications - our approach

When building a cloud based SaaS application there are lots of decisions that have to be made. One of the most important ones is how you are going to physically support multiple customers on your product.

In the olden days, before SaaS, it was an easy decision. Each customer had their own copy of your system and all operated independently.  In some ways this was an excellent model.  It is infinitely scalable across customers and issuesusage spikes in one installation do not affect any of the others.
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Are you correctly positioned for the forecast economic growth?

With the UK economy set to outstrip most other developed economies this year (UK economy to hit pre-recession peak by summer, BBC says) it is even more important to ensure your systems environment will enable you to take advantage of the forecast growth in the economy without layering costs.

The wettest winter on record and many years of recession and flat-lining have finally given way to sunshine and outstanding growth forecasts to the UK and US economies.

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Which application strategy should you adopt when choosing internal control solutions?

A problem that will be pondered by almost every tech company at some point is which application strategy to adopt.  A best of breed solution strategy, where each control area uses the best software available for that specific problem, or an integrated suite or business lifecycle software, where a single less specialised application is chosen to control the entire business. Clearly, there are arguments in favour of each.

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Why ISVs need PSA software

We talk to a lot of technology companies, different ones every day, both here, in the US and as far afield as Australia.  Since we began this journey with Harmony, a discernable pattern is emerging that seemed worth sharing.

Many of the companies contacting us are MSPs, they know they need software to run their businesses and, more importantly perhaps, they realise that they neither have the time nor the desire to write their own software.

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1.41 Release Notes

Hi All Not a huge release for 1.41, however the main customer facing highlights are as follows:

  • Schedules now have a business reference which helps differentiate customer schedules.
  • Schedules are now available in the global search
  • A new portlet has been released showing Leads by Lead Source over time. This is available in the sales view
  • Document footers now support the new dynamic tags feature
Kind Regards
 
The Harmony Team
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