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FreeBalance Customer Support Metrics Achieve Green


December 9, 2009

We’ve spoken about our customer-centric focus in previous blog entries. We believe that customer centricity is the only viable business model for a For Profit Social Enterprise (FOPSE) where Corporate Social Responsibility (CSR) is core. FreeBalance re-organized in 2006 to achieve improved customer support. We set a goal in 2008 to reduce the number of open cases by 2/3 (less than 200) and the number of emergency open cases by 85% (2 or lower).  It should be noted that “cases” represent potential defects, enhancements, data issues, service requests and sales requests.

The FreeBalance customer support score card is  a real-time dashboard. At the moment of writing this entry, the dashboard shows 182 open cases and 0 emergency open cases. We collect benchmark figures every Monday morning for trend analysis. FreeBalance has been “green” since August 2008 for emergency cases. We achieved green in early November of this year for open cases.


What’s Next?

Customer-centricity is a journey of continuous improvement. We are comparing trends with customer satisfaction surveys. These surveys enable us to link outcomes (satisfaction) with outputs (cases). The FreeBalance International Steering Committee scheduled for mid January will have ministerial involvement. We continue to collaborate closely with our Government of Canada Cluster where we proposed “embedding” customers into our entire product development cycle. We believe that there are more opportunities for customer innovation.

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Doug Hadden

Doug Hadden

Executive Vice President, Innovation at FreeBalance
Doug is responsible for identifying new global markets, new technologies and trends, and new and enhanced internal processes. Doug leads a cross-functional international team that is responsible for developing product prototypes and innovative go-to-market strategies.

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