Quickbase for Kayak
How Paul English, CEO of travel website Kayak.com uses a do-it-yourself database to keep millions of users happy, without employing a single customer-service rep.
The company spends a total of $10,000 a year on QuickBase licenses and related hardware. English says he would have to spend $300,000 a year in salaries and benefits for an estimated 12 extra staffers he would need to run traditional customer-service software. He also saves on other software: Kayak uses QuickBase to manage projects, vendors, and some accounts.
"Small businesses would be foolish to not at least test this kind of solution," says Yankee Group analyst Joshua Holbrook. "You're at a competitive disadvantage if you don't."
Posted by Jill Fallon on June 10, 2008 at 12:24 PM | Permalink | TrackBack
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