Originally posted by bartho;
What happened to Thomas in the past two weeks? He was giving us really good status information, reproducing problems, offering suggestions, communicating to the development team and then the bugs got fixed. It looks like customer support is spiraling back down to its state 3 months ago. Its a shame.
Most of the customers of NetMake are in exactly the same business as NetMake is: We design, develop, market, sell and support software to paying customers.
One big difference between NetMake and customers like myself is probably best summed up by my company's policy on Customer Service:
We listen to our customers. They use our software every day in the real world, so they know the good and bad of it. Customers give us valuable feedback at no cost to us. They are not only our lifeblood, but valued members of our Design Team.
I need to give my customers better customer support and quicker response than they can get from my competitors, otherwise they will go someplace else. Maybe not today, because my product is the superior product today, but my competitors are working hard to have the superior software product. Being in the software business is much more than simply having a software product. Companies differentiate themselves in other ways. I could never, ever tell my customers "Issue reported to our bugs team." and expect them to accept that as the last thing they ever hear about the problem. I would be creating an unhappy customer that will leave as soon as a viable alternative exists.
Put very simply:
good customer support = customer loyalty; customer loyalty = more sales;
I would really love to see a chart of ScriptCase sales over the past few years. I would bet a month's pay that somebody is concerned about increasing the level of sales at this point. Is it such a big secret that customer satisfaction drives sales?
Aducom spent time and energy setting up a Mantis site to track the status of bugs (in English). Nobody from NetMake participates. This forum also has very little participation from NetMake.
I really have to ask, does senior management at NetMake have any idea of the serious level of customer dissatisfaction and the potential backlash? I cannot believe that senior management is totally incompetent, so I must conclude that they are simply unaware of the customer dissatisfaction.
In closing let me say that I think that ScriptCase is potentially a stellar product. I also think that NetMake has the potential to be a stellar company. The only thing needed for these two things to achieve their potential is a change of priorities by someone who cares.
Sorry if I have rambled on, but I depend on Scriptcase. Just as I would be upset if the performance of my electricity supplier was less than adequate. I depend on them as well, not just for my company's success, but the success of all of my employees. Keep in mind, NetMake, that your actions affect the lives of many thousands of people in far-flung countries.