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UTILIZE THE WISDOM OF YOUR USERS

Facilitating communication between your users can significantly offset the burden placed on first responders. An effective Support organization utilizes all resources at its disposal and seeks to balance the support load as efficiently as possible. To most organizations this means appropriately assigning tasks to staff, but many forget to use the enormous pool of knowledge and labor that exists in the user base.

• Provide a centrally located, public, and prominently featured forum for discussion and communication between users. Integrate it as much as possible with your existing infrastructure to streamline the user experience.

• Encourage users to refer to the forums as an additional line of support. Users can post issues and collaborate online 24/7, even outside of business hours.

• Have your staff scan the forums regularly to get an idea of common problems, post quick solutions, and see what workarounds customers devise.

Utilizing the wisdom of your users reinforces the core message of the Seven Secrets, urging you to make the most of what you have. Each secret you employ provides real benefits: Be Adaptable, Make it Personal to increase customer satisfaction, Measure the Right Things to accurately reflect how well your organization is doing, save time by automating and monitoring the process of Hiring the Right Employees, Be Proactive to stay one step ahead of surprises, Become a Profit Center to increase resources, and tap the mental energy of the crowds when you Utilize the Wisdom of Your Users.

____________________________________________________________________________

Have your own ideas for how to better manage a support organization? Let us know at the EnterpriseWizard forums!

____________________________________________________________________________

Complete product information, as well as demos and free CRM software trial downloads, are available at http://www.enterprisewizard.com.

White papers on customer relationship management software are available at http://www.enterprisewizard.com/white.htm.

Please peruse our case studies at http://www.enterprisewizard.com/success.htm to read about our customers' success with customer relationship management software.

____________________________________________________________________________

ABOUT ENTERPISEWIZARD INC.:

With headquarters in Silicon Valley and resellers worldwide, EnterpriseWizard, Inc. is the leading provider of powerful, affordable, and easily deployed 100% web-based business process automation (BPA) solutions for organizations of all sizes.

Our company has attracted customers from industries with vastly different needs, ranging from startups to Fortune 500 companies such as Chevron, Merrill Lynch, and NEC since we were founded in 1991.

Based on its award-winning predecessor product SupportWizard, EnterpriseWizard CRM is a top-rated, out-of-the-box J2EE solution for issue tracking, helpdesk, customer support, sales, email, and marketing automation. Organizations can get up and running quickly with its default templates, and easily enhance and extend the application through an intuitive browser-based interface. Clients have adapted the system for Sarbanes-Oxley and Government Regulation, Project and Time Management, Change Management, and other specialized applications.

Ruby on Rails Is Simplicity Itself. Or Not Quite?

The never-ending desire for riveting Web sites that "pull eyeballs", lengthen stay and induce return visits has, since 2004, complicated the life of Web application engineers. Enriching a page with Flash, embedded video, visitor talkback, and self-serve communication channels means developer teams need varied expertise in Ajax, Web services and allied technological tools. Happily, Yukihiro Matsumoto authored the Ruby on Rails language and offered it up as a Web 2.0 framework option with the simple immediacy of PHP and the familiar architecture, clean code and robust quality of Java.

At a briefing I attended earlier this week, a Project Manager at HyTech Professionals out in Nashua (www.hytechpro.com) raved about the agile development they have managed for hundreds of clients with Ruby on Rails. At the core, he claimed, all a developer really need attend to is a Web server, a database engine and such sparse code it's unbelievable. This independent software house found it could slash time to market with the speed and ease with which RoR could generate rich, database-driven Web 2.0 projects.

Still, hands-on experience with a solid client base demonstrated two things to bear in mind:

Ruby on Rails is not the silver bullet that sweeps away the complexity of J2EE. Matsumoto never did claim RoR was a comprehensive enterprise IDE. Rather, the platform seems to have worked very well as a leaner replacement for combos like Tomcat and JDBC.

Developers have still endured manual processes and practices. Needless to say, this has meant an active search for a killer app IDE to overlay on RoR. Let me tell you what I turned up in my next post.

UTILIZE THE WISDOM OF YOUR USERS

Facilitating communication between your users can significantly offset the burden placed on first responders. An effective Support organization utilizes all resources at its disposal and seeks to balance the support load as efficiently as possible. To most organizations this means appropriately assigning tasks to staff, but many forget to use the enormous pool of knowledge and labor that exists in the user base.

• Provide a centrally located, public, and prominently featured forum for discussion and communication between users. Integrate it as much as possible with your existing infrastructure to streamline the user experience.

• Encourage users to refer to the forums as an additional line of support. Users can post issues and collaborate online 24/7, even outside of business hours.

• Have your staff scan the forums regularly to get an idea of common problems, post quick solutions, and see what workarounds customers devise.

Utilizing the wisdom of your users reinforces the core message of the Seven Secrets, urging you to make the most of what you have. Each secret you employ provides real benefits: Be Adaptable, Make it Personal to increase customer satisfaction, Measure the Right Things to accurately reflect how well your organization is doing, save time by automating and monitoring the process of Hiring the Right Employees, Be Proactive to stay one step ahead of surprises, Become a Profit Center to increase resources, and tap the mental energy of the crowds when you Utilize the Wisdom of Your Users.

____________________________________________________________________________

Have your own ideas for how to better manage a support organization? Let us know at the EnterpriseWizard forums!

____________________________________________________________________________

Complete product information, as well as demos and free CRM software trial downloads, are available at http://www.enterprisewizard.com.

White papers on customer relationship management software are available at http://www.enterprisewizard.com/white.htm.

Please peruse our case studies at http://www.enterprisewizard.com/success.htm to read about our customers' success with customer relationship management software.

____________________________________________________________________________

ABOUT ENTERPISEWIZARD INC.:

With headquarters in Silicon Valley and resellers worldwide, EnterpriseWizard, Inc. is the leading provider of powerful, affordable, and easily deployed 100% web-based business process automation (BPA) solutions for organizations of all sizes.

Our company has attracted customers from industries with vastly different needs, ranging from startups to Fortune 500 companies such as Chevron, Merrill Lynch, and NEC since we were founded in 1991.

Based on its award-winning predecessor product SupportWizard, EnterpriseWizard CRM is a top-rated, out-of-the-box J2EE solution for issue tracking, helpdesk, customer support, sales, email, and marketing automation. Organizations can get up and running quickly with its default templates, and easily enhance and extend the application through an intuitive browser-based interface. Clients have adapted the system for Sarbanes-Oxley and Government Regulation, Project and Time Management, Change Management, and other specialized applications.