September 29, 2011Doug Hadden
Doug Hadden, VP Product
Last year we posted a blog entry describing the improvement in customer support metrics achieved called: So, how’s that “customer centric” stuff working out for you? The number of open support “cases” is an indication of customer support. Less reported defects and less open enhancement requests generally means a better response to customer requirements. More so if the number of open cases drops in the Autumn when there tends to be more usage of the software.
We had achieved “green” status on our dashboard of having less than 200 open cases for about 6 months with the exception of one week. As an executive at FreeBalance, I receive a Monday morning dashboard about customer support.
It’s the only dashboard that I see on a weekly basis because we’re a customer-centric company.
Here’s what greeted me this Monday. That’s right, from almost 600 cases in early 2008 to less than 100. As you can see, less than half are “product issues”. And, many product issues turn out to have other explanations. Nevertheless, this is a remarkable achievement from our service and sustainability team to rally support around customer issues.