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SILICON100 2017

Service Management Squared. ServiceAide “The product offers an easy-to-use, yet comprehensive service request portal for business users.”- Gartner

thesiliconreview-wai-wong-ceo-serviceaide-17Every business organization needs to support problem tickets, service requests and have a coordinated set of processes for customer service.  ServiceAide is the latest entry into this market with a unique and innovative offering.

ServiceAide is focused on serving Managed Service Providers (MSPs) and IT organizations of mid-tier businesses with a service management solution that enables a quantum jump in the benefits vs costs ratio; i.e. “DO MORE WITH LESS” The key principle of ServiceAide is around the core concept of connecting data to create coherent information that can revolutionize business results.  ServiceAide accomplished this by building a solid foundation of big data and machine learning with their Sigma technology platform, combined with an already best in class SaaS Service Management solution, Cloud Service Management (CSM), 

“The segments we target are challenged with providing affordable service management with the best customer results along with the most transparent total cost of ownership” says Wai Wong, CEO of ServiceAide.  

Unlike others in the market, ServiceAide’s technology accomplishes this with ease of use, high reusability of drag and drop processes as well as very low administrative requirements.  Furthermore, The Sigma machine learning technology will enable “Proactive Decision Support” to provide improvements in response time, issue resolution, maximize self-care and issue prevention. ServiceAide’s customers will have an intuitively simple, ITIL verified, cost-effective solution that will support future business growth in their respective markets. 

The company was founded in 2016 and is headquartered at San Jose, California, United States. 

In chat with the Ace Dyad 

Why was the company set up? How did you select the vertical and decide to be a part of the global platform?  

We see that Service Management has been an underserved function from an innovation perspective. In this technology everywhere age, all businesses depend on their technology infrastructure. Often, the infrastructure is a key component around what/how the business provides to their customers. So Service Management needs to be IT aware, business aware and customer aware all at once.

Tell us about your first product that was launched? 

ServiceAide Cloud Service Management is a product with an established customer base across the world. The product has found its natural sweet spot in organizations that are focused on delivering services on a measurable, efficient and cost effective basis. CSM is the choice because the solution incorporates best practices, provide for uniformity of workflow across our customer’s end users and therefore easy to learn, have transparent Total Cost of Ownership with minimal maintenance and upgrade costs. Localized into 11 languages and available through our reseller channel worldwide, it is the foundation for us to materialize our vision.

What were the grounds on which you have expanded your company and its offerings over the years?

MSPs and the Mid-Tier businesses are faced with the challenges of doing the same breadth of work (just not as deep and complex) as large enterprises with a much smaller budget. They also are challenged to be much more connected with the day to day business operations. ServiceAide’s triple awareness direction (IT, Business and Customer) with “Proactive Decision Support” will be the platform that can make these organizations even more successful.  

How big is your organization today? Briefly explain the organizational structure?

We are around 50 people looking to double that within next 12-18 months. We are distributed geographically across several continents with HQ in San Jose, CA. 

‘It is difficult to start a venture. But far more difficult to maintain it’ - How would you and your team interpret this saying?

There are so many pitfalls as growth happens. What seem to be minor decisions can have large consequences down the road. This applies to people, technology and customer relationships as well as a host of other things that pops up every single day.  Visibility and Critical Intelligence helps support the choices you make.  I believe there are several key touchstones to multiply insight and visibility: 1) Always go for a win-win in all relationships 2) Understand your customers and make them successful 3) Leverage the strengths of available human capital 4) Show that you and the organization care. There are so many things, but I believe these must be foundational to the culture.

How do you and your company contribute to the global IT platform and society at large?

As I said before, we are trying to improve what we touch just a little bit more.

What do you feel fresher’s and peers need to keep in mind to figure out a place for themselves in today’s marketplace?

Don’t lock yourself into a pre-conceived image. Take the right opportunities when they come along and try to grow a little every day. Be respectful of others and leave room for them to grow as well. 

Do you have any new products ready to be/getting ready to be rolled out into the market?

We look to rolling out our machine learning enabled offering in mid-2017 

Where do you see you and your company a couple of years from now?

ServiceAide is going through a consolidation phase around what has been combined together. In a few years, I hope I can look back and say we made a difference in our target market and we’ve added value to every customer we have work with. 

Meet the Executive duo 

Wai Wong, President and CEO: of ServiceAide, Inc. offering Proactive Cloud Service Management. He is a serial entrepreneur and has spent 35 years in the industry with public company leadership roles such as EVP and Chief Product Officer of BEA; SVP and GM of Unicenter brand at CA; SVP and GM of WW Services at CA; SVP and GM of interBiz at CA. He was also founder and CEO of WGSigma Systems and SUMMUS Software. 

Bill Guinn, CTO: Bill brings more than 30 years of experience in the communications and enterprise IT industries. He had served at Amdocs as the CTO of the Product Business Unit where he was responsible for the development of real-time customer experience platforms. Before joining Amdocs, Bill served as senior vice president of product planning and architecture at DST Innovis, where he was responsible for strategic technology platforms, product management and pre-sales for the cable, broadband and satellite industries. 

“We strongly believe game changing results will be achieved here.”