Yesterday morning I had my third standing meeting with the Adobe team. Our objective with these meetings is to carry steam from the recent two-day that Jason Tinnin and I participated in a month ago.
This week, the conversation started with some overview of planning for the September 24th conference in San Jose. As I have mentioned before, if you have the means to make it out there, it will be an amazing conference for BC Partners.
A lot of energy is going into the release that hits right before. Not only that, but we are planning to be able to piggy back our own content at BC Gurus (and I know Jason will do the same at Tribevita) to show off the new features coming.
Most of our standup was dedicated to blocking and tackling some particular issues of how a case goes from level 1 to level 2 support and how communication works going all the way up.
I can't get into details due to NDA, but what I can do is urge two things:
1) Provide as many details as possible to support when opening a ticket that might be related to a system bug or malfunction. Get back to the team quickly (even if it takes them some time to get back to you). This might be uncomfortable, but in order for the team to get the right people on the issue as soon as possible, the more info the better.
2) Use the "rate support" survey functionality after your case. BC uses this as a performance grade - if you do not fill this out and have a bad experience, they have no idea. You can imagine the magnitude of support tickets that come through to the BC team...these indicators and feedback loops are imperative. Use them.
The BC team is exploring how to improve support constantly. They are creating some hypotheses for how they can improve the flow from level 1 to level 2 and how to classify people that know the system from others (this is particularly important so support can skip running through basic troubleshooting).
One of the things that came out of the meetings a month ago was that support is a huge part of BC performing well for partners and business owners. I will be happy to circle back around to this as I understand the solutions that will come from the work they are doing.