Consideration No. 8: Serving the Customer

By Vance F. Brown  |  Posted 2011-01-18 Print this article Print

Consideration No. 8: Serving the customer

Serving the customer should always be the focus of any software vendor. Great systems without customer care are not worth your time. From the initial receptionist contact through your sales contact, do you feel the company will proactively handle requests and problems? Could you get the CEO on the line for unresolved issues? Find a vendor that can guarantee their focus on providing you with a configurable product specific to your business environment.

Consideration No. 9: Pricing new help desk solutions

When you get to the pricing discussion for a new IT service desk solution, remember a golden rule: a complex pricing model means hidden costs. There are important questions you should ask. Does the system include all ITIL-related activities for incident, problem, change and configuration management? If not, are they available as expensive extra "modules"? How much does configuration and customization cost?

Ask the vendor to outline yearly fees for maintenance, support and solution updates. Remember, the line between "midmarket" and "enterprise" solutions is rapidly dissolving due to technological innovation. Don't pigeonhole your company into one type of solution.

Vance F. Brown is CEO of Cherwell Software. Vance has been involved in the IT service industry for over 10 years. From 1996 to 2000, Vance was president and CEO of GoldMine Software Corporation (formerly Bendata and currently FrontRange Solutions). Vance graduated from Wake Forest University, summa cum laude, with degrees in Economics and Computer Science. He graduated from law school, with honors, from the University of North Carolina, finishing as a member of the Order of the Coif and the Law Review. He can be reached at

Submit a Comment

Loading Comments...
Manage your Newsletters: Login   Register My Newsletters

Rocket Fuel