Answer Customers’ Needs and Watch Them Drive Product Development

Ross Davis, Senior Database Administrator, Online Product Support
June 19, 2010

The Problem: As the Internet continues to evolve at the speed of light, and communication devices follow suit, the subtle art of patience becomes lost. Consumers want right-now responses to their problems and needs. This desire for instant recognition and support is not unjustified. As technology evolves, the speed of business increases accordingly. So, the question is: how does Billian's HealthDATA address this need for quick and accurate support?

The Answer: Portal Support Request. BHD offers a link to open support requests on the Portal Dashboard and every Facility Detail page. Support is never outsourced. By handling all issues in-house, customers can rest assured that most problems are resolved within 24 hours. More often than not, issues are resolved within an hour of the request being made.

The Results: The Support Request feature enables BHD to quickly address customers' technical and data-quality concerns. The ability to have an open discourse with customers has helped BHD improve the product because of the "community" created by this feature. The Support Request feature enables the customer to help the product evolve. By keeping a finger on the pulse of customers' needs, BHD remains in the know about what changes and improvements need to be considered for future Portal development.

The Future: The Portal is constantly changing and evolving based on customers' needs. It is a far more robust and dynamic tool than it was when launched just one year ago. This evolution was made possible by the discourse created with BHD customers.

As Louis Columbus of Cincoms Systems recently wrote in The Perfect Customer Experience Blog, "[E]arly adopters can often deliver excellent insights and help more effectively tailor a new application to specific market needs."

BHD customers are the early adopters he's speaking of. They - you - are driving the evolution of the Portal by using the Support Request feature. BHD is able to proactively monitor and address the needs and concerns of customers and respond to them at the speed of business. That's the kind of support this fast-paced, technology-driven world requires.

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