When we hired a new employee a few weeks back, we always talk how U2logic is customers service oriented company. U2logic develops many types of applications and tools and we believe in the constant feedback loop between ourselves and our customers.
Years ago we tried to writing our own ticket tracking system. We spent a lot of time and did not get it right. We abandoned that project pretty quickly and went back to having our customers email or call us with issues. We would then figure out if the problem was code related, data problem, or a training issues. If it was one of the first two we would send off an email to our customer explaining the fix. If it was a training issue, we would try to email the steps to fix the problem or worse case talk them through it on the phone.
We knew our email/phone system was very marginal at best so we began to look for alternatives. We found JIRA Software the Issue & Project Tracking for Software Teams from Atlassian. We slowly started implement the features and feedback we wanted and got our staff familiar with the product. We bit the bullet and added our customers to their respective projects.
Wow, this was a surprise in how much our customers want to be part of the process. We get many request per day for problems, questions, or new features. Sometimes the response looks overwhelming to our new employee's but we love the feedback good or bad or indifferent. Our new employees think we bend over backwards for our customers, we hope they feel the same way as we are creating fantastic software.
