Orangescrum as a Customer Feedback Management System

Engaging customers is a matter of pride for all technology providers. Fortunately for Team @Orangescrum it is more than delight to have active customer participation and we have a lot to thank to our users for it.

Given the fact that there has been a significant rise in Orangescrum users over the last 3 years, we have been receiving feedback left, right and centre.

Receiving feedback is one, but ensuring each one of them is well responded to is another. It is not just about sending them a thank you note or an acknowledgement email.

And an absolute mention for our fanatic Customer Success team too. They ONLY want positive responses for our customers. If a customer needs something, they go to greater lengths to make it happen. Of course to the point where the feedback is not conflicting with other users.

Hence, the development team is constantly challenged for overall product improvements like better design, easy to follow user experience and heightened use of the Orangescrum platform.

Having said that, we have a very well-defined approach to handling these feedbacks.

Each of these feedbacks are

· First discussed among the product team (developers, product owner and customer success teams)

· Initial response from the discussion is shared with the customer

· Product team’s recommendation is sent out for Customer Advisory Board review

· CAB review decision is shared with the customer with probable timelines

· CAB approved items are assigned due priority & hit the development floor

· Implemented feedback is released post thorough QA

· Final notification sent to the customers of successful implementation

This is quite a flow here that needs to be backed up by a robust and transparent system.

The initial few months were ok in terms of managing over emails and chats but we started missing a few of them here and there, some remained unanswered, some were never put forth to the CAB etc.

Using Orangescrum to manage and track each of these feedback was always the plan, but as usual, we waited till there were absolute chaos. Not done L

So how did Orangescrum come to the rescue?

Defining the Right Flow

The first thing we decided was to align the feedback execution with a relevant development and release flow.

Our prior experience with requests handling had given us a fair view of the logical flow of the issues and requested enhancements.

There were bound to be overlaps, great ideas, some not very interesting and some not very urgent.

Keeping the various scenarios in mind we set the tasks lifecycle as follows:-

New ->Open -> Deferred -> Duplicate -> In Progress -> Pending Retest -> Reopen -> Resolved ->Production -> Verified -> Closed

The key thing was to setup a single project for all feedbacks received with a Custom Status Workflow as below from requested to release.

Organizing the Feedback

Once the workflow was setup we started entering all requests, issues and enhancements into the project by sorting them into the right feature buckets i.e. we created Task Groups for each feature and created the relevant tasks under these task groups.

Read the full article at Orangescrum Blog

Source: https://blog.orangescrum.com/2019/11/orangescrum-as-a-customer-feedback-management-system.html

Digital Marketing Specialist at Orangescrum.

Digital Marketing Specialist at Orangescrum.