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Ben Kepes is a technology evangelist, an investor, a commentator and a business adviser. His business interests include a diverse range of industries from manufacturing to property to technology. As a technology commentator he has a broad presence both in the traditional media and extensively online. Ben covers the convergence of technology, mobile, ubiquity and agility, all enabled by the Cloud. His areas of interest extend to enterprise software, software integration, financial/accounting software, platforms and infrastructure as well as articulating technology simply for everyday users.

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2 responses to “It's Really All About Service”

  1. Rod Drury

    Ben, I’m disappointed your disappointed with any aspect of our service but we believe we need to build a partner ecosystem in order to scale.

    http://blog.xero.com/2008/09/building-the-ecosystem

    For an SaaS vendor to scale globally they need to build an ecosystem, allowing and encouraging other people to make money on the platform.

    iPayroll have fantastic service but as they’re domestic right now they differentiate with great, hands-on, customer service. That is their model.

    We invest big time in online help and have it open on the web (http://help.xero.com) and we have free support. Completely agree there but you can’t do one-on-one training and be global.

    We’re trying to do more video’s in our help and lot’s of train the trainer stuff.

    Hope that makes sense.

  2. Ben Kepes

    @Rod – Cheers for the comment. Yes I understand the imperatives of building a global business and how it puts a limit on what you can realistically do for customers but I also believe that in order to disrupt an incumbent you need to make the conversion as easy as possible.

    Sometimes this is through one-on-one help or sometimes this is through semi-automated conversion plus online help. There’s no hard and fast rules but as you totally understand – you need some way of dissolving some of the glue that binds customers to their legacy systems.