Cayzu is a cloud-based help desk software solution designed to manage customer service for small and medium-sized businesses. Cayzu features include ticket management, Facebook & Twitter integration, mobile apps, real-time reporting, and instant notifications; manage multiple brands from a single portal and more.
In this interview, we talk with Ben Puzzuoli the senior business developer at Cayzu and walk along the intriguing experience he has with Cayzu.
Q1) What according to you are the four pillars on which Cayzu stands upon?
Trust, Passion, Integrity & always put the customers first.
Q2) How did you hit upon the idea for your Company?
It’s funny, back over 15 years ago we had another software product and when we started we had no money at all, so we build it everything ourselves. And facing the issues in building this company made us realise a serious need of an proficient help desk software for us. This gave birth to Cayzu.
Q3) Who do you consider your biggest Competitor and how do you differentiate yourself from them?
I’m not going to mention any competitors as we don’t talk bad about competitors because it’s childish. Competition is always good because it helps the customers, who are at the end of the day the most important person.
We do of course compete vigorously and our strengths are really about usability and ease of use at an affordable price. Unfortunately, support is a high turnover business so the quicker someone can learn your help desk or customer service software, the better
Q4) How have sales evolved since you first got into the business? What hasn’t changed?
I’ve been doing software for over 15 + years. The foundation really hasn’t changed in my opinion other than it’s more reliant on data. It’s also a lot harder to start a business today, then it was 15 years ago.
Q5) How do you balance the emphasis on Activity vs End Goals?
Every company needs to have a high-level strategy and one or a couple end goal. IF you have too many or none at all, it’s a problem. All activities need to tie to that end goal. You need to really examine your business at a high level and determine company-wide priorities and then pass them out. If you don’t ever look at a higher level, you will have everyone working on different things w/o a common goal.
Q6) Would you rather be respected or feared?
A lot of people believe that selling on fear is effective. I’m not saying it isn’t because at times it is. For example, a lot of my years in software were in the backup world so lose of data was definitely real and a fear. Does that I mean I used it, not really. Did I mention it yes, because it was a fact? Back to the question, though, I’d much rather be respected than feared because, at the end of the day, your word is all you have.
Q7) Think of something you’ve done in the past; what would you have done differently?
Back to the idea of how Cayzu was born in terms of building everything yourself. We’ve now after, many, many years and projects finally learned that building always isn’t the right thing to do. Instead, you should buy anything that isn’t your specialty. Focus on the core of your business and use 3rd party tools for anything non-core. It will, in the end, save you a ton of time and hassle.
Q8) How do you approach a decision where people disagree with you?
Again respect is very important to me and it’s important to understand that everyone will have the right to their own opinion. Back in the day, in my younger years, I’d right away start disputing as I always thought I was right. After almost 20 years, I now realize that you should try to put yourself in the other person’s shoes and try to understand their point of view. This will make a HUGE difference in disagreements. It’s also hugely important to not have discussions when upset or angry, tell the other person that you need some time to cool off and think to avoid saying something that you’ll regret.
Q9) What do you expect to see over the next 5 to 10 years in the Industry?
I see a continued shift to the cloud. When I started the cloud wasn’t even called the cloud. We called it offsite. So when we added what you now call cloud backup, we called it offsite backup.
I think the world will also become more mobile but I don’t see computers going away because, in my opinion, mobile devices are more consumption devices while computers are more creation devices. Meaning, it’s pretty difficult to code software using a phone or tablet.
Q10) What according to you are Do’s and don’t of B2B Prospecting?
Number one only works with companies or products that you believe in. no one wants to get yelled at by customers for selling them an inferior product. Remember, at the end of the day, your word is very important because it will follow you the rest of your career. Make customers for life by respecting and being honest with customers. Lying to close a deal to make quota is the worst thing In my opinion that you can do.
Q11) What are your experiences with highs and lows at Cayzu?
In any business, there will be really high, highs and really low, lows. Very important to understand that. Doing business is NOT easy, especially a start up. When we started 4 years ago, we were prepared because we made most the biggest mistakes in our past business so we were lucky enough to not have to repeat them. And another good piece of advice doesn’t’ take things personally, which is hard for me to do. Even when a customer canceled it used to really, really bother me because I took it personally. Business is tough, so you need to make sure you are prepared mentally as well.
Q12) Lately, more and more Professionals are leaving their cushy and well-paid jobs to follow their passion. What’s your take on this?
I’ve done the same thing. I’ve left a very high paying job to restart all over again. There is a lot to consider, especially if you have a family that relies on you. If you believe in it and are ready to take the challenge to really give it a REAL GO and stick with it, in good and bad I’m all for it. Just remembers, it’s a roller coaster ride with lots of really scary parts all through the way.
Chirantan Patel is the Product Manager at Softwaresuggest & Callhippo, an Inc. 275 company that researches and analyzes software to educate, advise, and connect buyers and sellers of business technology.
