Re: Convincing people to use Roundup

Perhaps my experience is instructive. For our (at the time) embryonic flight-planning/filing/weather-briefing service, I lightly customized Roundup and deployed it myself, and started using it for the customer issues we took calls about. That was in 2003, and once people around me saw how much better it was than using an MS Word document to "track," they were bought in.

Granted, our culture prized and prizes good customer service, but even so, the comparison with the old way would have "made the sale" either way. Having a demo tracker and being able to customize made this even easier.

From that humble beginning, we've got close to 600 users of the tracker now, and 92,000+ issues. There's no customer access to the tracker, but we hold ourselves to a standard of "customer responded to within one business day." It's usually faster.

Sorry for the horn-tooting. I need to add that our culture of rapid feedback response would not have been possible without (a) Roundup itself and (b) the help of this mailing list.

-- 
  David Hancock
  [email protected]

On Wed, Apr 22, 2020, at 5:40 PM, R. Diez via Roundup-users wrote:
> 
> > [...]
> > For example I've documented one of our customizations in the Roundup
> > Wiki:  https://wiki.roundup-tracker.org/ConfidentialEmail
> > 
> > If you look at https://wiki.roundup-tracker.org/CustomisationExamples
>  > [...]
> 
> Customizations are also a kind of technical problem, perhaps with 
> cost/economic factors. That's not too hard.
> 
> But the introduction of an issue tracker is a change in behaviour, and 
> that's a different issue altogether!
> 
> Glossy adverts in the usual marketing terms often do not help. You get 
> the impression that someone wants to sell you something. You 
> automatically get 
> wary. I would rather describe the advantages in a way people can relate 
> to, something that matches your daily experience in real life. I would 
> not 
> leave the drawbacks either. Unfortunately, I am rather technical 
> oriented, and not so much a salesman. 8-)
> 
> Besides, I do not have experience running such a system internally, so 
> although I know how chaotic communications can be without a ticket 
> system, I do 
> not actually know what people actually using it do not like or tend to 
> complain about.
> 
> I am thinking about a ticketing system for internal communications, for 
> tasks that are shared between several people. If we open a ticket for a 
> customer problem, I am not planning to give the customer access to such 
> a ticket system. I am not sure that we want to do that, because we want 
> to 
> give our customers a personal service, and a ticket system is something 
> cold and impersonal. But when a customer calls, usually 2 to 4 people 
> are 
> involved, and many times information is not properly shared internally.
> 
> But the trouble is, most employees would rather call or talk to a 
> colleage than write things down for others to read later.
> 
> Best regards / liebe Grüße,
>    rdiez
> 
> 
> 
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>


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