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.

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

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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.

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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.