When I joined ServiceTrade to begin its services division in 2012, Billy greeted me with the
welcoming threat “if you screw this up I’ll fire your ass.” I’m still with the company, so here is my advice for how to buy good software and not get fired in a growing company.

  1. Use the right tool for the job.
    I didn’t set out to solve our CRM, marketing, accounting, and payroll challenges. I was looking for the right tool for customer service. Any software that says it can solve all of your problems is going to be terrible at everything. I focused on choosing the right tool for one problem at a time.
  2. Choose good software.
    Two of the most important elements of good software is open APIs that allow for integrations with our other applications and that it is SaaS. The picture below shows what integration looks like with bad software. Nobody at ServiceTrade is spending time managing our own servers. We have better things to do with our resources.

    This is what integrations look like in a server environment.

  3. Blow it up from time to time. 
    When I started, I chose ZenDesk to run customer service. About five years later, we blew it away because something better came along. We discovered that Intercom offered a few more integration options and we like its online chat. So one morning in about four hours we unplugged ZenDesk and plugged in Intercom. It didn’t require us to change our accounting system. It didn’t bring down our CRM. It was just like when you get a flat tire – you pull over, change the tire, and leave the rest of the car alone.
  4. Enable more integrations.
    In making the change to Intercom, we added more options for creative integrations. We rely heavily on Zapier to connect our apps to each other, so compatibility with Zapier is a must. Search for “Zapier library” to get an idea of how an application you are considering can connect with other apps in your company.
  5. Be decisive.
    The Practical Guide to Buying Software for Service Contractors gives you six things that should be easy to determine when you’re working with a good software company. It’s important to us that our applications keep up with the pace of our growth and new ways to help our customers. If that means adding new software, we’re decisive and act fast by following the tenets in this guide.

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This blog post is adapted from a 2017 Digital Wrap Conference presentation by ServiceTrade Vice President of Customer Success James Jordan. Presented here without the rooster photo.

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