Chemung
Posted by tubbco on Oct 3, 2008
Chemung County’s IT Department has been using IssueTrak for about a year now, and we love it! Our technicians use it to track all IT related issues that arise. Unfortunately, our IT department had several “issues” of its own that needed to be resolved.
A little background to start us off. I have been a Computer Programmer/Systems Analyst for Chemung County for 25 years. I have been using a rapid application development tool called Clarion (www.softvelocity.com) since 1991. I have used this tool to create many Windows based applications to fill departments’ needs.
Problem 1 was that we needed a way to track our mileage (for reimbursement) when we went on service calls to other county departments. We were just keeping track of it manually using an Excel Spreadsheet.
Problem 2 was that we never knew which technicians were in the office, who was on a service call, who was off that day, or who was gone for the day. “Do you know where Steve is”? “Is Dan working today”? “When’s Dave coming back from vacation”?
So what? What does this have to do with IssueTrak? Well, let’s look at it one problem at a time.
PROBLEM 1: One day I happened to have one of those rare brainstorms when it suddenly came to me. Why not use IssueTrak to keep track of the mileage associated with each issue? Why not? What I did was set up a User Defined table with a list of all the destinations with the mileage for the trip.
NPS
Posted by Hank on Oct 1, 2008
At a past HDI conference, I listened to a presentation on Net Promoter Score (NPS). It is an intriguing idea — companies that do well on a one-question survey have better customer relations, grow faster and are more profitable than other companies in the same industry that don’t score as well. Companies using NPS include General Electric, Dell, Intuit and American Express.
Sometimes the NPS question is referred to as “the Ultimate Question”. The question is: How likely would you recommend us to a friend or colleague? (on a 1 to 10 scale, where 10 is extremely likely) Based on how this question is answered, a score is calculated that takes into account promoters (high scorers) and detractors (low scorers). For details, take a look at www.netpromoter.com.
Our Customer Care Manager, Chris Thompson, is tasked with contacting customers, asking the NPS question, and following up to address any concerns customers might have. For example, Chris went through a period where several customers gave us a score of less than 10 because our report writer could not produce some of the reports they wanted. Chris organized a conference call between those customers and LaDonna Beauregard, our Vice President of Development. Based on that call, LaDonna increased the number of fields available for reporting.
We find that using the NPS methodology serves as a mechanism for us to unearth problems that we might not hear about otherwise. It also gives us a baseline to see if we are improving over time or not. As we grow, it is a challenge to maintain the same level of quality customer relationships when we were much smaller. NPS is one tool we use in our efforts to stay in touch with our customers. –>