Now that we are a community of 50+ sports organizations, we are dealing with a growing number of requests for new features, modifications and fixes. On average, this results in our Customer Success Team is receiving a minimum of 75 enquiries of varying nature each week.
As the community has grown over the past few years we have reacted in kind, expanding our team and refining our processes. All of this has been done with the aim of ensuring the service you receive remains efficient and effective.
As part of this work we have consolidated internal systems and mechanisms to create a cycle for all enquiries we receive. This cycle ensures everything you submit is handled with the same due care and attention.
To provide some insight into what happen when you submit an enquiry, we have created the following diagram;
Why do resolution times vary?
It’s important to note that each item reported to the Customer Success Team will vary in terms of a resolution time. This is usually based on the complexity of the request and other contributing factors, including;
If the query is an item requiring a fix…
The Customer Success Team have to report the information to our technical team, who will schedule time to review the item. The review will take place to establish the cause and effect. This process will provide the Customer Success Team with an estimated time to ‘fix’ the cause and effect.
If the query requires training…
We aim to resolve these enquiries within a short timeframe by providing you with immediate feedback. We will also tag the enquiry internally for potential resource to be created and added to our Knowledge Base (where required).
If the query is for an item that doesn’t exist…
Time must be scheduled for the Customer Success Team to conduct the following:
Review the request
Create UAC documentation
Pass documentation through internal Quality Assurance (QA)
Distribute to you (the client) for review and feedback (a period of back and forth may commence at this stage)
Sign off the UAC
The UAC is passed to our Technical Team for ‘Technical Review’ – this process will provide the Customer Success Team with time estimates for the work required
Scheduling – Once time estimates have been received the Customer Success Team are required to schedule the work in, taking into account previously scheduled work and commitments
Note: This process can, understandably, take a number of months even for what may be perceivably ‘small’ items.
Scheduling into ‘Sprints’
We manage the scheduling and workload by planning ‘Sprints’. A sprint is a two-week period where we schedule the workload of all of our Teams, including deadlines and targets. Once a request has reached the point where it is scheduled into a sprint, we will update our ‘Master Log’ of tasks with the sprint number and when the work is due to commence. You will also have visibility of this.
Note: All requests are estimated based on the time it will take to get to ‘Testing’. This is the phase where you will be able to review the item that has been produced and provide feedback where relevant. We are unable to estimate timeframes beyond this period accurately due to variables that come out of testing periods. Please take this into account when planning on your end.
Greater visibility over outstanding tasks
We are committed to creating a more transparent approach for this process. If you require greater insight over the issues you have outstanding, please contact your MPC who will be happy to oblige.