As you know from my previous blog, we are excited to be recognized on the Gartner Magic Quadrant for IT Services Support Management Tools, August 20, 2012. We love to hear what analysts and industry experts say about Cherwell. But what we listen to most closely is what our customers say about us. In our most recent customer survey, we received wonderful feedback on so many different topics.
That’s why the survey is so important to us. Our desire is to learn and continually improve. The best way to do that is to listen to our customers. We love customer feedback; it’s at the heart of our culture — to listen and deliver what the customer wants.
In fact, if you read the Magic Quadrant report, you’ll see Cherwell’s first “Caution” listed on the evaluation has already been addressed in our latest release, Cherwell Software 4.0. We made that change to our award-winning IT Service Management software because we had already heard what our customers were saying.
In our latest survey, here is what we are most proud of:
100% of the respondents said they would recommend Cherwell!
“I have been in IT for 40 years and Cherwell is the best product I have ever used.” – Cherwell Customer
The survey also helped us identify these areas for improvement. Here is a summary of those areas, with a description of the steps we have taken to improve the area of our company:
Feedback from you: Improvement in the area of system documentation.
Our Response: We’ve hired additional professionals greatly seasoned in system documentation writing.
Feedback from you: Desire for faster resolution and follow-up communication in service and support.
Since the survey was taken…
- We have hired additional well-qualified level three support analysts who have in-depth knowledge of the industry, our product, and the environments in which Cherwell runs.
- We’ve also set up real time dashboards, viewed by several managers daily and reviewed with the support team every two weeks, reflecting more detailed information concerning current incidents and enabling us to better measure our response and turn around.
These changes have enabled us to bring greater levels of knowledge and expertise to bear on the issues you report and to respond in a timelier manner with better answers.
Feedback from you: Additional training opportunities and options that better align with customer schedules.
- We combined our information from customer satisfaction surveys (taken at the end of our admin classes), responses from our Customer Advisory Board, and results from this Customer Survey concerning prospective service offerings. Our results showed a strong desire for more advanced training/report writing classes, virtual training classes, as well as a few others. We are currently prioritizing what the classes should be and determining what the syllabus would look like for each one.
- Web Based Classes: We’re currently deciding what subjects/classes would be appropriate for web delivery. Our report writing class is currently being delivered over the web and is serving as our prototype for other future offerings. Once we establish this model, along with the ability to register online, we’ll be able to offer more classes online.
We greatly appreciate your feedback and look forward to continually growing our relationship with our customers to ensure success for everyone!
Tony Alessandra, renowned speaker and entrepreneur, summarized exactly what we pursue:
“Being on par in terms of price and quality only gets you into the game. Service wins the game.”
We desire to build great technology — in an industry we enjoy — while building lasting relationships with our customers. That’s why we exist: to win the game by serving you and continually pursuing excellence in every area of our company.
We are very grateful that you believe in us and will do everything we can to continue earning your trust!