Things have been busy in the kitchen! In March we launched our new Community platform which allowed us to introduce a new approach to the Ideas Exchange. Hopefully you have all been active submitting, voting, and commenting on Ideas!
We heard your NPS feedback and wanted to share with you how Customer Success and Product have been partnering to provide an improved Ideas Exchange experience. This collaboration is intended to improve the delivery of product enhancements submitted through the Ideas Exchange by increased engagement, deeper discussions, and mutual accountability.
What you can expect:
Our Product Team and Customer Success team will be meeting bi-weekly to review Ideas.
Premier Customers can expect discussion and feedback gathering sessions to be included in their regular interaction with their Customer Success Manager.
A review and clean-up of the Ideas Exchange with every Idea being updated quarterly by the Product Team.
A better understanding of when items tagged “On the Roadmap” will be released when possible.
It is important to note that not all Ideas will be selected for implementation.
Please reach out to Lisa ( @lisa_mercer ), Kevin ( @kevinpayne ), or your Customer Success Manager if you have any feedback!
Whether you're in the field, or in the kitchen, we understand that there is some much that goes on behind the scenes to get to that final, flawless product: a working asset, an amazing meal. Your teams are working hard, and we want to provide a true community where you have peers you can rely on to support them and your customers.
Over the last few weeks, we've been working on the ServiceMax Community Kitchen's gamification program: Community Cook-Off. The cool thing about this wave of badges you can earn is you will be credited for all the work and activity you've done in the past.
Over the last 28 days, a lot of time and energy has been put into this platform – from our team AND from our users. Deirdre and I appreciate the feedback you’ve given us, as well the patience you have had as we fix bugs and implement changes. Read over some of our recent updates!
You said we’re taking too long to respond with answers on basic functionality, so we’re going to invest more in training, education, and knowledge! Check out my detail response to the rest of your 2018 NPS feedback.
See @Dave_Hart's video on how we're addressing all the NPS feedback here.