January 5, 2010Doug Hadden
Support Cases fall by 2/3
We’ve been writing about our methodology to improve customer support for some time. Our focus has been to reduce the number of open cases and the number of emergency open cases. The result? Reduction of open cases by 66% since March 2008. Reduction of open emergency cases (average for Q4’2009) compared to March 2008 of over 95%.
Our goal is to ensure that FreeBalance implementations remain the most sustainability GRP (Government Resource Planning) around the globe. Customer support is an essential ingredient to enable sustainable public financial management.
Our focus in 2010 is to reduce the case load per customer. We have no customers assessed as red (more than 25 cases) and 3 customers assessed as yellow (more than 10 cases). We look forward the end of 2010 when we hope to reach new lows!