People
Corporate Concierge As A Customer Service Tool
By Karen O’Brien at Sage
The term “concierge” evolved from the French Comte Des Cierges, The Keeper of the Candles, who tended to visiting nobles in castles of the medieval era. In medieval times, the concierge was an officer of the king who was charged with executing justice, with the help of his bailiffs. In more modern times, a concierge is an employee of an apartment building, hotel or office building who serves guests with duties similar to those of a butler. The position can also be maintained by a security officer over the graveyard shift. While in Spanish regions, a similar position, known as the portero, exists.
In Sage, an idea was brought before the Executive Team. Instead of customers calling in and getting through to the IVR (Interactive Voice Response), they get through to an actual person, who could ensure they get through to the right department first time. Thus, giving the customer a wow factor experience rather than pressing buttons for options that at the end of the day, you are not even sure that these options will get you through to the correct person.
Karen O'Brien of Sage ready to take your call
Posted under: Interview With Entrepreneur Ron Immink
By Beatrice Whelan, Social Media & Content Specialist at Sage
Ron Immink is a key individual in the Irish business community. He is a business development expert for the European Bank for Reconstruction and Development, is board advisor to a number of start-ups, a fellow of the Institute of Commercial Management and on the panel of experts in entrepreneurship for the OECD and entrepreneur in residence of the Innovation Academy in University College Dublin. What better person to talk to about business and entrepreneurship in Ireland at the moment.
Hi Ron. You have your finger on the pulse of the Irish small business community, what is the general feeling about Ireland’s Economic Recovery among small businesses, do they feel we have turned a corner?
Yes and no. It really depends on whom you talk to. Retail is tough. Local services is though. Companies with modern business models with an international outlook are doing well. The companies with outdated concepts, focused on the local market are not doing that well. It is not only the recession, the company life cycles are getting shorter (average age of a company is 7 years), technology and global competition are making being and staying in business more and more difficult for everyone.
The good news is that the companies that are currently still standing have become lean and mean fighting machines that are capable of competing in any market. And they should.
Sage People – Robert McNamara – Senior Account Manager, Sage Accountants Team
What is Your Job Title?
Senior Account Manager – Accountants Team.
When did you start this role in Sage?
September 2011.
Why did you decide to work at Sage Ireland?
I wanted to work in Sage as they are a progressive and innovative company with an excellent reputation in the Irish business community. 
Sage was often a name that came up in the previous businesses I worked in so I was aware of Sages strong presence in the Irish business world.
What was it about the job that attracted you to it?
Working as an Account Manager gives me the opportunity to deal directly with Accountants and their clients and help to offer solutions to the issues that businesses have every day.
Sage People – Lorna Keogh – Sage Business Advice Manager
Lorna Keogh tells us about her role as Sage Business Advice Manager.
What is Your Job Title?
Sage Business Advice Manager
When did you start this role in Sage?
I started working in Sage in 2002. I started working on the Business Advice team in 2005 and worked up to manager.
Why did you decide to work at Sage Ireland?
When I finished college I was looking for work and a friend who owned a recruitment company recommended that I contact Sage as they were often taking on staff. I recognised the company name as we had studied Sage at college so I rang up to enquiry about any vacancies.
What was it about the job that attracted you to it?
When I applied for Business Advice I was working in sales. I decided to apply for Business Advice as it would allow me to spend more time speaking with and finding solutions for customer and improving my product knowledge. When the role of manager came up within the Business Advice I knew I wanted to apply as I enjoy working with others and was keen to take on more responsibility and work with other areas of the business.
Follow Sage On Linkedin
SUBSCRIBE BY EMAIL
