Cloud providers need to focus on service to come out on top, says Bruce von Maltitz, MD of 1Stream.
"I've seen it time and time again; the providers that are weathering the storm of rapid cloud tech adoption are the ones that are able to provide a well-rounded perspective, the ones that are engaged with the industry and are able to easily broker a solution to their customers' problems," he explains.
"Very few providers have the experience needed when it comes to understanding a customer's needs or foreseeing the potential pitfalls of adopting various services," says Von Maltitz. "The providers that will remain competitive after the initial rush to the cloud has dissipated, will be the ones that can offer the true service capabilities that come from being born and raised in the cloud - rather than merely milking it."
While cutting-edge technology is an important part of what makes cloud service providers successful, it is not the most important factor, says Von Maltitz. "It's a clich'ed expression, but people buy their technology from people. Cloud technology is still fairly new in SA, and recent improvements in connectivity, coupled with the effects of the global recession, have attracted the attention of numerous software companies hoping to compete with a slice of the market.
"On the surface, most of the companies offer the same basic model - phones, PCs and Internet gateway. But many prove to be little more than what we refer to as 'box droppers'. They drop the minimal on-site equipment off at their clients, with minimal instruction, and then disappear behind a shared-call service number."
The wrong provider will not be able to deliver on all the promised benefits of cloud, argues Von Maltitz. "As with any technology, things do go wrong. And aside from technical hiccoughs, businesses, and their needs and processes, change - probably faster today than ever before - which means their systems need to adapt as quickly and seamlessly as possible.
"We realised early on that the service aspect of 'software as a service' is crucial to our success," he says. "Unless you are able to sit down with a client and take the time to weave the system you are selling into their unique business processes and goals, it's bound to be a frustrating experience for both parties."
Excellent service requires supreme dedication - but is ultimately worth it, he adds. "Being the single point of contact for your client is not easy. In our industry in particular, call centre managers do not keep standard nine-to-five hours, and it's not unheard of to get a phone call at 3am. Taking that call, however, is what makes them keep coming back to you."
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