Receiving product enhancement requests
Many product enhancements come directly from customer requests for specific product capabilities. This information is very important and vital for the company as this is a source to get a clear vision of what customers expect to receive from product. There are various methods to receive specific product functionality requests from customers. Customer may phone to Technical support department or chat with the operator in order to express his/her vision on the product functionality and point to bugs and defects. If the company has a web site, customers may leave feedback by filing product enhancement form. In any case, tech support team should be ready to communicate with customers to receive their feedback, recommendations and requests for product enhancement. VIP Task Manager allows to create an efficient workflow for receiving product enhancement requests. For example, a customer sends e-mail letter with recommendations for improving product functionality to Tech support department. Once the request is received by the operator, it should be labeled, prioritized and given an estimated time for its allocation to an upcoming product release. In VIP Task Manager the operator creates the task "Product Enhancement request #1002" and assigns it to the support engineer. The engineer considers this request and set an estimate time in the task field "Estimated Time". Then, the operator informs the estimated time to the customer.
Processing product enhancement requests
This brief workflow description shows an example of how product enhancement requests are received from customers and transferred to the support engineers. When the engineer gets the requests, he considers and discusses them with product developers. Now the requests are being processed, and then new features can be added to product functionality. At the same time, any request can be cancelled. For example, the task "Product enhancement request #1002" was considered, and product developers decided to not accept it for some technical reasons.
In order to organize coordinated cooperation between engineers, developers and operators,VIP Task Manager allows to track task status in real time. The operator can watch the task "Product enhancement request #1002" and check task status. If it is Cancelled, the operator gets pop-up notification. By using task field Notes, the developers may describe the reason for request cancellation, so the operator will contact customer and explain him/her the reason. |
Reporting product enhancement requests
In order to analyze and track performance of Tech support department, the manager needs to receive task reports. Such reports allow to calculate number of approved and cancelled enhancement requests and also track performance of each support team member. By using Report Builder in VIP Task Manager, the task status report can be built. The report may include comprehensive information on resource assignments, deadlines, reasons for request cancellation and task history. The department manager can use Filter Panel to display only accepted or cancelled request. Based on the task status reports, the operators can see which request are cancelled or accepted and inform customers about status of their requests. |
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